The player from Germany had won €3500, but her withdrawals were repeatedly canceled despite having completed KYC. Despite assurances that everything was fine, she faced additional document requests, particularly with higher winnings. The issue was resolved after she submitted the required bank statement and confirmed the resolution. We marked the complaint as resolved in our system.
Verde Casino - Player’s large withdrawal canceled repeatedly.
Amount: €3,500
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello, I won €3500 and my payout is always cancelled. I have already passed my KYC and every time I am asked to send new papers. I have won now and then and it was always sent to my account. And the last time I won €1400 and there were problems like this time. As soon as the winning amount is a little higher, they start complaining. Is this serious? I was told today in the chat that everything is fine Eleni ****
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear male2017,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Do I understand correctly the casino asked for additional documents before your withdrawal can be processed?
- Which documents the casino asked for and when did you submit them?
- Is any withdrawal request currently pending in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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6 months ago
Translation
Hello, a withdrawal request has now been cancelled twice even though I have uploaded the most recent bank statement. I was sent two emails asking me to submit a bank statement or something similar. I did that and then I was told that everything was OK. The second withdrawal request was cancelled and I received the same email again. That's impossible. The withdrawal request was rejected yesterday. I haven't created a new one yet because it didn't work last night. Kind regards, Eleni ****
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Translation
Hello, that has just been resolved. I hope that it is not always like this with multiple verification. Kind regards
Automatic translation:
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6 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,
Tomas
Casino.Guru
