The player from Denmark who had two pending withdrawals of 5,000 and 7,000 kr was unable to log into the casino account. He received an error message stating the game wasn't available in his location even though his account was verified. After seven days, he managed to log in and requested a new withdrawal of the total amount of 12,000 kr. We invited the casino representative to the conversation, who confirmed that the withdrawal requests had been approved and were being processed. The player was advised to try alternative withdrawal methods. Eventually, the player confirmed receiving his money, leading us to mark the complaint as resolved.
Verde Casino - Player’s access to the casino is restricted.
Amount: 12,000 kr.
Verde Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Sensitive attachment
Sensitive attachment
6 months ago
Translation
I have two pending payouts of 5,000 and 7,000 kr respectively. I am currently unable to log in and I'm receiving a message that the game is not available in Denmark. My account is verified and the only proof of my payouts are emails with case numbers.
I cannot upload these emails, but the case number is ef54528a-9d9f-4f23-b8a6- f30f5004bea9, and Transaction ID: 39742dc3-5e71-4a90-8649-24b398 19be09
Best, Pelle
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6 months ago
Dear sbrjnfddfb,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Have you tried communicating this issue with the casino directly? Maybe a different device or clearing cache & cookies could be helpful.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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6 months ago
Translation
Dear Petronela
It has been 7 days since I requested payment. Haven't had the opportunity to communicate with the casino.
Today I was able to log in again and see that my DKK 12,000 is in my account. I am requesting a new payment of the total amount and am awaiting a response.
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6 months ago
Thank you very much, sbrjnfddfb, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Dear sbrjnfddfb,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Verde Casino representative to join this conversation.
Dear Verde Casino, could you please provide more information about this case?
Looking forward to your reply.
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6 months ago
Hello
We've looked at the player's account.
The casino has approved all the withdrawal requests according to T&Cs, and the transactions are now being processed by the external PSP.
Kind regards
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6 months ago
Thank you Verde Casino for your reply.
Dear sbrjnfddfb,
we will now wait until your funds arrive to your bank account. Please keep us updated with any new information regarding this withdrawal.
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6 months ago
Translation
Dear Katarina
Thanks, I'll write when something happens.
Etc. Pelle
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6 months ago
Dear sbrjnfddfb
We suggest you making a bank transfer request or any other alternative withdrawal method within the cashier (but for bank cards).
Regards
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5 months ago
Dear sbrjnfddfb,
Is there any new development about this case, please? Have you received your funds?
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5 months ago
Translation
No, haven't received money. Have now requested a new payment on another bank card. It was suggested that I make a bank transfer, how do I do that?
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5 months ago
Dear Verde Casino,
will you be able to specify the steps to follow in order to request a withdrawal via bank transfer, please?
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5 months ago
Hello,
Currently, all the requests have been paid out, no new ones.
Kind regards
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5 months ago
Dear Verde Casino,
thank you for your reply.
Dear sbrjnfddfb,
can you please confirm whether your have received any funds? Have you applied for any new withdrawals?
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5 months ago
Translation
I have now received my money. Mane thanks for the help.
With best regards
Pelle
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5 months ago
Thank you, sbrjnfddfb, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, sbrjnfddfb, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
