Verde Casino - Player’s winnings have been delayed.

I won €11,000 at Verdecasino, requested a withdrawal, and received a total of about €2,000. The remaining €9,000 are still pending. The response from the casino is that the payment provider is experiencing issues, even though the casino has approved the withdrawals. I won the money on May 14 and have been waiting ever since. Initially, they said it would take 5 business days. Once those 5 business days passed, the money was returned to my gaming account. I then had to make new withdrawal requests and wait another 5 business days. Now the money is back in my gaming account again, and the only response I get is that they will look into the issue. It feels like nothing is going to happen, and I am not getting any clear answers.

Dear Nesko79,

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. 

• Could you please advise if your account has been fully verified?
• Has the casino offered any recommendations regarding your withdrawal? Have you been recommended using another withdrawal method?
• Is there any withdrawal currently in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Yes, my account is verified and I have previously received payments that worked, recommendations I had to wait, how long is unfortunately not said. I have 9000e that I want to withdraw that has been rejected 2 times.

Dear Nesko79

We can confirm there are quite a lot of failed withdrawal transactions, all of them are failed on the PSP side.

Currently, you have not made any new requests. We highly encourage making ones via alternative withdrawal methods.

Kind regards

Now I have made a bank transfer of 2000e, this method of withdrawal has also worked before. Now we will see if this lower amount goes through.

Thanks to both parties for the reply.

Dear Nesko79, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Still waiting for bank transfer payment of 2000e, it says process since it was approved by the casino. Have made a third withdrawal attempt to my Visa card of 1000e, maybe it will go through as well. Let me know how it goes

I have now recived the first banktransfer payment on the amount of 2000e, now i have made another one on 4000e via banktransfer. The 1000e withdraw to my visa is still in progress.

Now my payouts have been stopped and now the casino requires proof of where the money comes from and all other information from my bank accounts. I think it's a bit strange that they require it now when paying out and not when you deposit several thousand euros when you play them. But it's completely ok, they will get all the info they want, everything is in order with my papers. Our journey continues, I will update when I have something new to share.

I don't understand why they require this now when their finance department has already approved withdrawals of 11,000e twice before, but both times it was the payment provider that messed up, now that I have received 2,000e there is a new requirement for verification, everything feels as if they want you shall not withdraw money you have won.

Isent this in a mail to the verde casin support right now beacuse the chat doesent work. please help me with this casino guru

"I have played and made both many deposits and withdrawals at Verde Casino, and there have been no problems until I won a larger sum on May 14th. I first made a withdrawal that your finance department approved, but it was rejected by the payment provider. You then asked me to make a new withdrawal, and the same thing happened. After that, I made a withdrawal via bank transfer of 2000 euros, and that went through fine. Now suddenly, when I want to make a withdrawal of 4000 euros, you are asking for additional documents that you did not require before. It feels like you are just delaying the payouts. I have now sent in my bank statement for several months back, and I don't understand what more you are asking for. There are constantly new obstacles with you. This is starting to get a bit frustrating."

Now I have made another withdrawal via bank transfer of 4000e and sent documents to Verde. Hopefully it will work out, will return with more news when something happens

I can confirm that I have now received the 4000e payment, 2000e left to be paid, everything seems to be working out for the best. Will update when the 2000e are paid out.

Thank you very much for the update. I'll wait for the final good news, keeping the complaint open till you receive your payout.

Just want to confirm that everything from Verde has been paid out, thanks for all the help!

Dear Nesko79,

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 and Verde Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru