The player from Austria had submitted a withdrawal request on 21.08.2024, but as of 28.08.2024, it remained unprocessed. The casino had initially stated a processing time of up to 48 hours, which was later extended to 5 days. After further communication regarding the delay, the player confirmed that the money had been transferred to his account. The issue was marked as resolved by the Complaints Team.
Verde Casino - Player's withdrawal is delayed.
Amount: €4,999
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I submitted a withdrawal request on 21.08.2024, and as of today, 28.08.2024, no withdrawal has been processed. Initially, they said it could take between 5 minutes and 48 hours. Later, they said it could take up to 5 days. Today, an employee told me that processing will take 30 days because my withdrawal amount is 20 times larger than my deposit amount. I no longer know what to believe about this casino.🥲🥲
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3 months ago
Dear pt9xpyxgth,
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,
Kristina
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3 months ago
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I will wait until 14 days and I hope everything will be ok!
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3 months ago
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The terms and conditions on the site state that a payout of up to €5,000 will be processed within 5 days. I haven't read any information in the terms and conditions that mentions 14 days!
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3 months ago
Thank you for your reply, pt9xpyxgth. I would like to emphasize we in casino.guru always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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3 months ago
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Ok..I'll wait until September 10, 2024 and see if they pay or not!
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3 months ago
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They certainly won't pay out. My payout status is still "New" which means it's not even being processed! And on the site in the terms and conditions it says that payouts up to €5,000 are processed within 5 days. Today it's already been 10 days since the payout request, even twice as long and it's not being processed yet. We're no longer talking about transferring money to an account or anything like that!
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3 months ago
Thank you for your reply, pt9xpyxgth. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
Thank you.
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3 months ago
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Today money was transferred to my account!It's done!
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3 months ago
Dear pt9xpyxgth,
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,
Kristina
Casino.Guru
