The player from Germany had been unable to withdraw her balance of 1400 Euro from Verde Casino, with attempts spanning over 8 days. Despite meeting turnover requirements and trying different withdrawal amounts, no payment was successful. The casino had also suggested switching payment methods due to technical difficulties. The issue was resolved after the player specified a different payment method, allowing her to successfully withdraw her winnings.
Verde Casino - Player faces unsuccessful withdrawal attempts.
Amount: €1,400
Verde Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello, I have a balance of 1400 euros at Verde Casino. I have been trying for more than 8 days to withdraw amounts of 300 euros, up to 1400 euros, not a single amount has been paid out. Now I had 1488 euros in my player account, then I had to make another 64 euros turnover to be able to withdraw my money, then I could only withdraw 1200 euros again, then I was told that my balance was not sufficient even though I had 1400 euros in my player account. In the meantime I was told that I should choose a different payment method because they were having technical problems. What kind of company is this? Kind regards, EW
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear male2017,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to ensure I understand your situation completely.
Could you please advise if you accumulated your winnings with or without an active bonus? If you played with a bonus, did you make sure to meet the necessary wagering requirements?
If you played without a bonus, did you wager the deposited amount enough times to meet the AML requirements?
Have you made any successful withdrawals before?
Could you kindly confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hello, I didn't play with any bonus, I got 150 euros once and passed the KYC verification, 150 was transferred to my Visa account once, all other amounts of 1400 euros were not, last time I was told to choose a different payment method, best regards EW
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative method to withdraw your winnings? Have you tried withdrawing your winnings through a different payment method?
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4 months ago
Translation
Hello, I specified a different payment method and the problem has been solved
Best regards, Eleni
Automatic translation:
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4 months ago
Dear male2017,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
