The player from Germany had submitted four withdrawal requests totaling €15,150 two weeks prior and faced delays due to uncommunicated verification requirements. Despite being fully verified and having previously received funds promptly, his current withdrawals remained pending, and deadlines set by VerdeCasino were missed without notification. After communicating with the casino, he received two payouts of €4,000 each, while the remaining €3,150 was ultimately rejected. The player decided to close his account and expressed dissatisfaction with the casino's handling of his withdrawals. The complaint was marked as resolved by the Complaints Team.
Verde Casino - Player's winnings are delayed in withdrawal process.
Resolved
Our verdict
Case closed
Amount: €15,150
Verde Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Good day,
On April 25, 2025, I submitted four withdrawal requests totaling €15,150. I was already fully verified. I contacted support on Wednesday, May 7, to inquire about the current status and was told that, according to the terms and conditions, it would take until May 14 to be processed (14 business days).
Yesterday, May 12, I asked about the current status again (live support) and was told that one verification was still missing. I completed this, and according to the KYC, it was approved. I wasn't even informed that it was still missing until May 12.
As requested on May 12, I submitted my ID, along with my player account and my face, and this was approved. The 14 business days have passed, and to this day, the withdrawal request is still pending (new). The chat told me it would take up to 48 hours to receive an email confirming my verification (even though my player account says it has already been done). The 48 hours have also passed, and I haven't received any further emails regarding this.
Verdecasino missed both deadlines, and I wasn't even informed that I needed to submit anything else (even though everything had already been approved).
I suspect that VerdeCasino is intentionally letting the deadline pass because I won €15,150.
I've already won €1,100. I was and still am verified, and the amount was transferred to me within two business days. (It wasn't a problem because I think the higher the amount, the more they'll be difficult.)
I hope that you will please help me and contact Verdecasino so that my complaint can be resolved.
I will, of course, provide you with conversation transcripts for support.
Thank you very much for your support.
greeting
Automatic translation:
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7 months ago
Dear nelnatou,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your funds. To better understand your situation and assist with your complaint, could you please clarify the following:
- What specific documents were requested for verification that were missing prior to May 12?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
- When was the last time you made a successful withdrawal from this casino?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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7 months ago
Translation
Hello,
I am now verified.
I played slot machines.
played without a bonus.
last payout was on 14.02.25
Now I'm still waiting for the payouts of 15150€ and the 14 working days are finished exactly today
Update:
I wrote to the support chat today. The response was that since I've been verified since May 14, 2025, the 14 working days start counting from May 14.
My withdrawal requests are dated 25.04.25.
I received a payout of €1100 on February 14, 2025, and I was verified at that time.
I wrote to the chat on May 12, 2025 and asked what the payouts looked like, and only then did I suddenly notice a document was missing.
Well, I really hope that consideration is taken and that the payments are made now because nothing is missing anymore.
Thanks
Edited
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7 months ago
Translation
Update:
One of the four payouts (€4,000) was processed and received today. The remaining amount of €11,150 is still pending.
Automatic translation:
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7 months ago
Translation
After I wrote an email to the casino's complaints department yesterday, I received a reply today that processing began on May 14, 2025 and therefore the 14 working days only begin on May 14, 2025.
I have already received 1 payment and the other 3 payments are still outstanding.
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7 months ago
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Update:
1 payout has arrived
2nd payout is in process
Payments 3 and 4 are still pending.
Now it's faster
Thank you, dear Casinoguru team. As soon as everything has been paid out, I would like to close the complaint.
I'll keep you updated.
Automatic translation:
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7 months ago
I’m glad to hear that you’ve started receiving your winnings. Please keep me informed about the current status of your complaint, including the number and total amount of any pending withdrawal requests in your account.
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7 months ago
Translation
Good day,
1st payout has arrived 4000€
The second and third are in production. 4000€+ 4000€
The 4th is still open. 3150€
I'll keep you updated.
Thanks
Edited
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7 months ago
Translation
Good morning,
Since the last withdrawal was rejected, I have played the last amount of 3150€ and have a balance of 0€
I'm just waiting for the two payouts that are being processed, each amounting to €4,000 (€8,000) in total, to be paid out.
Thanks
Edited
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7 months ago
Translation
Hello dear Casinoguru and Verdecasino team.
I have just received the money.
My concern has been resolved so far that the complaint can be closed.
I would like to tell Verdecasino that my account should be permanently blocked because I don't see the point in waiting almost a month for a payout and then having to set up additional KYC because of the amount (even though I have already been verified and payouts have been completed in the past). They are deliberately taking their time so that the player cancels the payment and loses his money. (In my case, this happened with the payout of €3150.) They deliberately declined and wrote in the support chat that there were technical problems.
I never want to play at Verdecasino again. I find this kind of behavior quite annoying.
Thank you Casinoguru for your help.
Please close complaint
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7 months ago
Dear nelnatou,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
