Verde Casino - Player's remaining winnings are delayed.

Hello, on February 23, I played at the Verde casino, I won 34,000 kr, 30,000 has already been transferred to my account, while the remaining 4,000 are still in limbo, the casino stubbornly claims that the money has already been withdrawn from them, but they cannot say when it will be in my account. , almost 3 weeks have passed, every reminder from me the casino replies that the money has already been transferred and should be available any day now, but nothing is happening, they cannot give me a specific answer as to where the money is and how long I still have wait for them, they keep telling me that the application has been accepted and I have to wait, the question is how long? the casino's unserious and unfair approach, you do not want to make deposits with such an approach to the customer. The money was won honestly and 30,000 has already gone, but it is still unclear where the remaining 4,000 are and I cannot reach an agreement with the casino, please help.

Dear Anna1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly you requested the withdrawal?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? 
• Did you use the same payment method to withdraw all your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

hello again, as I mentioned earlier, I ordered the withdrawal on February 23 and since then the status is still in progress, I have only one payment method set, one account and the surprising thing is that the 30,000 crowns have already been received a long time ago, while the 4,000 are still is in the process of asking about my payment, I keep hearing the same thing, please be patient, the money should be in my account any day now, but my patience is slowly running out, because I have been hearing the same thing in the chat with customer service for almost 3 weeks, I have already asked for any there is no time and I get a reply that the application is still being considered, it's very frustrating, please help

Dear Anna1

Can you please specify the disputed transaction ID, since we are unable to identify the pending withdrawals.

Looks like all has been paid out.

Regards

Hello everyone,

Thank you both for your replies.

Anna1, could you please specify the transaction ID?

Dear Anna1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.