The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that withdrawals could take a few days or weeks to process and suggested waiting at least 14 days after the withdrawal request before submitting a complaint. The casino had confirmed that all withdrawal requests were processed according to their terms and conditions. The player had reported a system error that caused the transaction to be rejected. Despite extending the response time, the player did not provide further information, leading to the rejection of the complaint.
Verde Casino - Player claims that payment has been delayed.
Amount: 2,300 R$
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have been trying since 11/08 to withdraw the money I won at Verde Casino, but all amounts over $500 BRL (my currency), they refuse. And now, after a week of trying to get the amount of $2,300 BRL - my currency which is called Real, they rejected the payment blaming system errors, and also claiming that I need to wait for another 10 days to receive it... This is outrageous... How can a Pix payment take from 7 to 10 days and they still refuse it? And foremost, it's a Pix payment... They are a scam, they don't pay us when the amount is over $500 BRL which in euros equates to not even €150.
Automatic translation:
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1 year ago
Dear Daiarcanjo,
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
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1 year ago
Dear Daiarcanjo
All withdrawal requests are scheduled to be paid according to T&Cs of the casino.
Previously you received at least 11 withdrawals, thus there is no need to worry.
Kind regards
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1 year ago
Translation
I requested the withdrawal, on 11/08 on 11/10 the money left my casino account, and on 11/15 the transaction was rejected, due to a system error, if I sent the complaint, it is because I've already looked at the status at the casino... Other information.. other casinos pay with Max. 1 hour to request a withdrawal via pix
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