The player from Germany had experienced delays in his withdrawal process despite having successfully completed the KYC verification. He had expressed his frustration, believing the delay to have been intentional. After a period of correspondence and waiting, the casino had eventually paid out his winnings in two parts. With the issue resolved and the player's winnings paid out, we had then closed the complaint as 'resolved'.
Verde Casino - Player's withdrawal is delayed.
Amount: €600
Verde Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
I have been waiting for my payout since 5.12.2023, kyc was completed successfully, yet today on 8.12.2023 they tell me that the payout was processed successfully, now it's on the third-party end. However, when I asked why my profile still shows 'payout processing', I was told that the payout is still being processed. Clearly, this person is contradicting themselves. Then came the statement, it hasn't been 5 days since my request yet. To me, this is clearly fraud, I don't care who they are, I will get my money but keep your hands off Verde!!!
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10 months ago
Dear Marco90,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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10 months ago
Translation
There is no contradicting information at all, I sent you all the documents, my KYC has been successfully completed since Saturday December 3rd, I have kept your email as proof, which says that my KYC has been successfully completed!! So stop spreading lies and portraying myself as the culprit, that says everything about you!
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10 months ago
I empathize with your frustration, Marco90. It's important to note that I don't work for Verde Casino; rather, as an independent professional from Casino.Guru, I aim to clarify that withdrawals might require some time. Our standard practice involves reaching out to casinos after a two-week period.
I will set the timer for an additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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10 months ago
Translation
Hey
No, it wasn't addressed to you, but to the casino. When I ask what's going on, they always tell me that because my withdrawal has been saying it's being processed for 6 days, be patient, it takes 5 working days
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10 months ago
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Update!!
Verde first paid me 200 euros and later on the same day the other 400 euros, I don't know why the 600 euros were divided, but it looks like verde casino is a safe casino👌
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Marco90, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
