Verde Casino - Player's account has been blocked with pending withdrawals.

I have used this casino a number of times, making deposits and withdrawals roughly 10 times.

Currently, I have two pending withdrawal requests which aren't being processed:

① Approximately $45 (I am unable to login to confirm the exact amount)

② Approximately $27 (This is the amount left after deducting a fee since I was unable to wager due to a block, as per the instructions in the email below)

Despite my attempts to contact customer service, my account has been blocked and I am unable to login.

Currently, I have withdrawal requests pending for ① and ②.

08d8269b-fb67-42a0-a331-cbf301c81335

4ef8929b-8ea6-4a01-a2e5-e772be9fa833

Moreover, I have been sending emails since September 9th and have not received any response.

The latest email I received from the casino is pasted below:

Email: "In accordance with Sections 13.5 and 13.5.1 of the General Terms of Use, we regret to inform you that once you have withdrawn the remaining funds from your account, it will be blocked. Unfortunately, you cannot use the current balance. Please note that you can only withdraw the funds."

Background:

After taking out withdrawal ①,

My ability to place bets was blocked about a week ago.

At that point, I had already deposited an amount for ②, and following the instructions in the above email, I was left with no choice but to request withdrawal for ② as well.

It's been a few days since the money didn't come in, so I attempted to login to make an inquiry. However, my login has been denied. (Blocked from Sept 9)

To add to this, even though I have been sending emails daily since the 9th, I have received no response.

I would like to get the withdrawals from ① and ② processed.

Please note that I can't log into the site at the moment, so the values may slightly vary.

Thank you.

Dear sai1331,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with or without an active bonus?

Could you please advise if you successfully passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

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

Veronica

Thank you.

Have you saved your winnings with or without an active bonus?

→ You can withdraw your winnings at any time without saving them.

Can you please advise whether I passed the KYC verification?

→Yes. I have passed the exam.

Have you successfully withdrawn money from this casino in the past?

→Yes. I have received money many times.

Hello

We can see the payout failed and the money returned to the balance.

Player may request the withdrawal once again.

Regards

Thank you for your help.

Thank you for your support.

①, $32 was refunded.

However, the bet is blocked.

Therefore, as per the PDF, I cannot proceed with the wagering requirement of $64 required for withdrawal.

Please unblock the bet.

②.The separate withdrawal of $45.16 has not arrived, so please pay it.

Please make a withdrawal request.

The commission was removed.

Regards

Thank you for your help.

I requested a withdrawal of $32 using Ethereum.

Thank you.

Hi, the withdrawal was approved.

Regards

`Thank you for your help.

Yesterday's withdrawal request received $32.

However, the other application, $45.16, has not been paid.

Verification please.

I cannot currently log in, so I cannot see the application ID, but it is one of the IDs below.

08d8269b-fb67-42a0-a331-cbf301c81335

4ef8929b-8ea6-4a01-a2e5-e772be9fa833

I think it was Bitcoin, but if it is not possible to process with Bitcoin, I will reapply with Ethereum.

thank you.

Hello

the specified transaction is being processed by the external provider. There is no way to cancel it.

Regards

Thank you for your help.

Does that mean the money has already been sent?

We will also request an investigation into Bitcoin.

We apologize for the inconvenience, but please let us know all the transaction numbers, remittance dates and times, and remittance amounts that your company sent to Bitcoin.

thank you.

Today, the payment processing for ② was carried out.

I received the full amount.

thank you.

This will close it.

Veronika Casino Analyst & Complaint Specialist

Thank you for your cooperation.

Dear sai1331,

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