Verde Casino - Player's account closure and withdrawal request not granted.

Good afternoon, I made a withdrawal and requested account cancellation due to addiction problems, not only did they fail to block the account, but they also did not transfer the pending amount in my account.

All they say is that it is being reviewed by the responsible department and nothing else.

Dear Ferrao93, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Furthermore, I checked the casino's Responsible Gambling section and I found this:

31 PERSONAL LIMITS AND SELF-EXCLUSION

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money.

Could you please forward the self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards, 

Kristina

Hello Ferrao93

Can you specify exactly where the casino failed processing your request?

Since at 16.01.2024 23:56:06 (UTC) the gambling limits were applied by the operator, and the withdrawal request was approved by the casino.

What seams to be the problem?

Good morning,

After entering the chat dozens of times, only then did they define the limits and even then they didn't want to limit it, you can expose all the chats I had with your online support if it's convenient for you.

However, I was informed that the withdrawal had been processed and it was only this morning, after making a complaint to Antillephone NV, which I suggest here to all users with this type of problem, that they processed the withdrawal and account verification.

Although the verification documents were sent when opening the account more than a month ago, you can also inform me when you received my first documents for verification, mention the date here for everyone to see and when I was actually validated and if they were ever Emails were sent stating that they were not valid.

However, the money is not yet in my account, you advertise speed in everything, very good marketing, but all the information is false regarding your casino's advertising, as far as it depends on me, I will always expose this matter in relation to yours. casino until it is closed and the license is withdrawn.

They can close the case when I confirm that the money has indeed reached my account.

Have a good day.

Hello everyone,

Thank you both for your replies.

Ferrao93, I would like to emphasize again that we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

ok, let's wait for the money to arrive in two weeks.

I have already replied that we hope to receive the funds.

Good afternoon,

After insistence and persistence, complaints after complaints, and after about 10 days, they transferred the money to my account, but I do not advise anyone to play at this casino, as the chat is bad, the document verification is terrible, they do not close the account when asked and withdrawing funds is very difficult, as they put obstacles in everything and takes around 10 days or more.

With this, you can conclude my complaint.

Dear Ferrao93,

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,

Kristina

Casino.Guru