The player from Germany is dissatisfied with the withdrawal process in the casino. While this case was being investigated, the player gambled away their remaining balance. Consequently, there was nothing more we could achieve and the complaint was rejected.
Verde Casino - Player's withdrawal is delayed.
Amount: €17,000
Verde Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I've been waiting for my withdrawals to be processed for 4 days.
I'm just told to wait ws could take up to 30 days. It is just a simple bank transfer.
and the amount has been split into 10x €400 and not a single withdrawal has been processed yet.
for 4 days the status is: new
It can't be that I have to wait 30 days for a payout, I didn't even have the full amount paid out, just a part first.
Automatic translation:
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1 year ago
Dear Sev01,
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. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Have you been informed about alternative ways for you to withdraw that might be faster by the casino support?
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,
Tomas
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1 year ago
Translation
Hello,
Thank you for the feedback.
the KYC check was successfully completed 5 days ago.
I played without a bonus.
no, I was not asked about other payment methods.
Unfortunately, I can only have bank transfers carried out at the moment.
I am constantly told that since it exceeds 20 times my deposits, it will take up to 30 days for the withdrawals and in the 30 days I can only withdraw 5T. So it will take 4-5 months.
because depending on let's say they only pay the first 5,000 € on the last day, so it can take up to 30 days and they don't pay it out until the 30th day and the next payout will take months as well.
they also split the 5T € again, but all payments are open with the status new, not even a single payment has been processed, not even a €400 payment.
Automatic translation:
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1 year ago
Thank you for the explanation, Sev01.
Could you please forward any relevant communication between you and the casino regarding the issue to my email at tomas@casino.guru?
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1 year ago
Dear Sev01,
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.
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1 year ago
Translation
I sent you an email last week to the email address you provided
Automatic translation:
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1 year ago
I apologize, I overlooked the email from last week. Thank you very much, Sev01, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
Thank you very much today I sent the messages again, I always get the same thing in the chat
Automatic translation:
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1 year ago
Hello Sev01,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Verde Casino to join the conversation and participate in the resolution of this complaint.
Dear Verde Casino,
Can you please clarify the situation with the player's withdrawal and why they are experiencing such delays?
Kind regards,
Adam
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1 year ago
Hello Sev01
And congratulations on your win!
Please kindly let us know if you've read and agreed to the withdrawal T&Cs at registration? (Points 8.13 - 8.17)
If any of the T&Cs are breached - please kindly specify the point, and we will fix it ASAP.
Kind regards
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1 year ago
Translation
I have read everything.
The problem is that the terms and conditions say 5000€ within 30 days, it is already the 17th day and so far I have only received 1600€, the remaining 3400 when should they be paid out?
and if they are not paid out within 30 days then I have to wait even longer for the next €5000 etc.
So instead of 4 months, I will wait 1 year for my payments if it goes on.
I don't understand why it takes so long and why only 400€ are processed and paid out that will take forever.
I hope you can speed up at least some of the payouts.
I would be very grateful
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1 year ago
Translation
I didn't write anything else above.
the terms and conditions say 5000€ in 30 days today is the 17th day today nothing was processed again tomorrow is the 18th day.
there are 12 days left when will the 3000€ be transferred? For the 2000€ they needed more than 2 weeks. And the 3000€? I don't think it will be paid out in the 12 days.
When should the next €5000 be paid out?
it's about 20T€ here
and if not even the first 5000€ is paid out within 30 days then it will take forever. That's what I mean.
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1 year ago
Translation
we're talking past each other.
I can already see that it won't do anything again.
I would have expected at least the first 5000€ to be paid out in the remaining 12 days.
I'll probably have to wait forever.
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1 year ago
Sorry, since there is no breach of T&Cs, we are afraid we are unable of being of more help.
Kind regards
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1 year ago
Translation
You can't even answer me whether the 3000€ will be transferred in the 12 days?!
because if not then it is a violation of the terms and conditions
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1 year ago
Translation
So Adam, as you can see, the casino is not at all willing to accommodate
just like in the chat I get no answers always the same I'm just told Terms and Conditions Terms and Conditions
But I would like to know when the €3000 of the €5000 will be transferred. You only have 12 days left. And since 2 days the payouts are not processed at all and if they process then only 400€.
and after the 12 days the first 30 days is over and then it's a violation of the T&Cs
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1 year ago
Dear Verde Casino,
While it is true that no terms have been breached, we consider such a low monthly amount to be too restrictive for players, in accordance with our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#withdrawal-limits). Can you please explain why such a limit is in place? Is it purely the casino's decision or are there other factors?
Kind regards,
Adam
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1 year ago
Hello Adam,
we will do our very best to increase the monthly withdrawal amount.
As per the moment being, the player has received 2900 EUR.
Kind regards
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1 year ago
Translation
Unfortunately I gambled away the money.
Adam you can close the case.
It's just stupid if you have to wait so long for payouts.
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1 year ago
Hello Sev01,
I am sorry to hear that you have gambled away your remaining balance, but as you have done so there is nothing further that can be achieved in this case and the complaint will now be rejected.
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,
Adam
