Verde Casino - Player’s winnings haven’t been received yet.

I am writing to file a complaint regarding the unacceptable and prolonged delays I have experienced in receiving my withdrawal from Verde Casino

On January 31, I initiated a withdrawal request using Neteller. After about 15 days of the withdrawal status remaining "processing," the casino unilaterally cancelled the transaction, citing vague "technical reasons" (which was after acceptance of withdrawal) without providing any specific details. I was instructed to resubmit the request.

I subsequently resubmitted the withdrawal request using Skrill. This request was initially rejected due to an unverified Skrill account, which I promptly rectified. Following verification, I submitted a third withdrawal request on [February 20, 2025].

As of February 26, 2025, this third withdrawal request has been pending for over six days, significantly exceeding the time frame provided in their terms and conditions.

Upon contacting customer support to inquire about the delay, I was given a misleading and incorrect interpretation of the casino's Terms & Conditions (specifically Clause 8.17) as an excuse for the extended processing time. This clause pertains to withdrawal limits based on deposit ratios, not processing times.

Specific Issues:

* Excessive and Unjustified Payment Delays: My withdrawal requests have been subject to unreasonable delays exceeding standard processing times.

* Lack of Transparency: The casino has failed to provide clear and accurate information regarding the reasons for the delays.

* Misleading Information: Customer support provided a false interpretation of the casino's Terms & Conditions.

* Unexplained Cancellation: The first withdrawal was cancelled without proper explanation.

I urge your platform to take appropriate action to ensure that other players are not subjected to similar experiences.

Attaching relevant chats with support executive

Dear 64068675,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello, 64068675

Thank you for using ChatGPT for the complaint.

All withdrawals are approved according to T&Cs of the casino.

Kind regards

Hello Verse casino,

Thank you for being sarcastic. This only shows your attitude towards your players. I hope you will use chatgpt for drafting for your T&C so that your terms are at least clear and should not have any room for interpretation.

Heights of arrogance.

Dear 64068675

Please kindly confirm the winnings were received.

Regards

Dear 64068675,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear 64068675,

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.