Verde Casino - Player's deposit has not been processed.

On 26.03.2025 I made a deposit of 26.5 euros at 17:05 from a Visa card, the money was automatically taken from the account but did not reach the player's account. I specified this and provided bank statements showing the payment with all the transaction details. Every time I contact them via chat, I am told that the specialists are working on it and to wait. It doesn't seem normal to me that for a transaction that was instant, I am told to wait for days. Payment security on this site seems to be a big problem, and their experts seem like a bad joke.

Dear CipFct,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit was never credited to your casino account, the best course of action is to contact your payment provider. They will need to investigate the transaction, but please be aware that this process can take up to a month. In such cases, the casino is usually unable to intervene. In the meantime, I strongly recommend refraining from making any additional deposits until this issue is fully resolved.

If the funds were lost during the transaction, it may take some time before they are credited to your casino account.

• Could you please confirm whether this was your first deposit at this casino?
• Additionally, I would appreciate it if you could forward your payment receipt to petronela.k@casino.guru so we can review it.

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,

Petronela

Hello, it wasn't the first deposit, I've had a few in the past without any problems, I contacted my bank by phone and they told me that the payment was made at the casino and they need to credit it, I'll send you the bank statement to your email address.

Dear CipFct

Please kindly refer to the latest request by support, since the previously provided checks do not belong to any of the transaction within our website.

Thank you for cooperation!

and then where is that money? It has evaporated, if a payment made on your platform cannot be found, then your customers are not safe on your platform, how do you explain the account statement, the data found in the statement are you saying that they have nothing to do with you?

Hi CipFct,

Thank you for your reply and for confirming that this was not your first deposit. I appreciate you taking the time to contact your bank and for your willingness to send us the bank statement.

To better understand the situation and assist you further, could you please also share the details (date, amount, and payment method) of a few of your previous successful deposits at Verde Casino? This will allow us to compare the payment descriptors and check for any inconsistencies that might help locate the missing transaction.

Looking forward to your reply.

Screenshot from the player's bank statement: