HomeComplaintsVerde Casino - Player’s withdrawal is delayed.

Verde Casino - Player’s withdrawal is delayed.

Amount: €120

Verde Casino
Safety Index:Very high
Submitted: 22 Oct 2024 | Case closed : 14 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Italy was unable to withdraw his requested amount of €120 despite multiple attempts. The Complaints Team had decided to reject the case due to the player's lack of response to inquiries that were essential for further investigation. As a result, no potential solutions could be explored to address the withdrawal issue. The player was informed that he could reopen the complaint in the future if he chose to resume communication.

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1 month ago
Translation

Good morning. My name is Marco. In short, I'm unable to withdraw the amount of €120 that I requested. I have tried several times but nothing works. Can you help me, please? Thank you.

Automatic translation:
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4 weeks ago

Dear marcomundial300,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re experiencing with your withdrawal request of €120. To help us investigate the issue further, could you please provide the following details:

  • Have you received any specific error messages when trying to make the withdrawal, or does the process simply not go through?
  • Which payment method are you using to withdraw the funds, and have you tried any alternative methods?
  • Could you confirm if your account is fully verified (e.g., ID, proof of address) and if the casino requested any additional documents from you during the withdrawal process?
  • Were your winnings accumulated while using an active bonus, or were they obtained without any bonuses applied?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela


P.S. You can also forward any relevant communication or screenshots related to your issue to petronela.k@casino.guru.




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3 weeks ago

Dear marcomundial300,

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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2 weeks ago
Translation

Player's additional comments:


Ok As soon as I can I'll send you the photo of the error that the site communicates during the withdrawal phase. Thanks.


Good evening. Yes I received an error message and in any case I will send you a photo as an attachment. I also tried with another Mastercard credit card, but nothing. As for the documents, the site did not ask me to send them at the time of registration nor for the withdrawal. I obtained the winnings without a bonus and above all I carelessly made a deposit of € 70 instead of requesting the withdrawal. I await your response, thank you.



Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago

Hello marcomundial300,

The screenshot you forwarded indicates that your deposit wasn’t fully wagered.

  • Could you let us know the amount of your initial deposit?
  • If possible, please also send your game history to petronela.k@casino.guru.

Thank you.


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1 week ago

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.


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