Verde Casino - Player believes that their withdrawal has been delayed.

Hello

on April 22, I made a withdrawal of 22,000 ron, which was divided into several transactions. even though the 5 days of the casino's T&C have passed, the balance has remained the same as no payment has been processed.

every time I contacted an operator of this casino I was told to wait every time. I am asking if you can help me somehow because I have to withdraw a rather large amount from here, almost €140,000 to be exact

thank you

Dear bebebebytza22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ok, thank you for the prompt answer, but I think it's a problem as long as nubse respects the terms and conditions given by them. It says quite clearly that withdrawals up to €5000 will be resolved within 5 minutes-48 hours, but no longer more than 5 days

Dear bebebebytza22,

Have you received your withdrawal from the casino yet?

good afternoon, although the deadline for the withdrawal I made has passed, I still haven't received the amount I requested, they only transferred 6,000 lei out of 22,000 thousand lei, I canceled the remaining withdrawals and now I've made others. No I understand why the entire amount is not transferred to me when I request it, and it is only partially approved. Now they have asked me for additional documents regarding the source of my income, I have uploaded an account statement and I am waiting. If for 6000 lei I have waited almost 3 weeks ... for another 690,000, how much should I wait? thank you

Hello

I am writing to you about the complaint I made against verde casino.

on 22.04 I made a withdrawal in the amount of 22,000 thousand lei, money that was not processed for me even though the 7-day period specified in the T&C has passed. seeing that not even one lei of the requested amount has been processed, I contacted with them, and as an answer from their side they told me to wait. seeing that nothing happened on May 1st, I decided to withdraw the total balance, namely the amount of 690,000. for three weeks since I won this casino, I only paid 8000 lei of the total balance. I will leave attached pictures of my conversations with the operators. Now if I write them, I tell myself to wait for the withdrawal time to pass, and to read the terms and conditions. The T&C that the casino does not respect is proof of my withdrawal request dated 22.04 which was not sent to my account. I will attach some photos. thank you

in these photos you will be able to see that they did not respect the T&C that they are sending me now to get to know them.

Due to the fact that after the 8th day from the date of the request for the first withdrawals that were not credited to my account, I made other withdrawals, and now I have to submit to the T&C that they have already not respected. I am asking if you can help me somehow, because exactly as we wrote, of the total balance of 690,000 thousand lei, only 8,000 thousand lei have been transferred to me so far

Thank you

Thank you for your reply, bebebebytza22. Could you please advise if the documents you recently sent have been verified? Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello

the documents recently sent to the casino have been successfully verified. At the time of the winnings, I did not have any active bonus. Today, out of the 330 requests I made to the casino, two were approved. I once again wrote to the casino and they told me to wait, and at the same time they told me that I have the limit of withdrawal of 30,000. € per month. I requested the document where this limit is specified, but they sent me saying that the amount is too high and that's why this limit was imposed on me. But in the past, more precisely 2 weeks ago, when I spoke with them, they told me that no limit applies to me. I also understand this limit, but I want to see this payment of €30,000 within the month because so far from the total balance of 694,000 Ron . I received 12,000 ron

Thank you

Dear bebebebytza22

We've looked at the complaint of yours and were not able to identify any breach of T&Cs.

If the terms were violated - please kindly point out.

And congratulations on a big win!

Regards