The player from Italy faced delays in withdrawing funds from his gaming account, with an initial request of €1500 marked 'in progress' for several days and three subsequent withdrawals totaling €8,450 pending, despite having a verified KYC profile and approved documents. After multiple communications with the casino, he experienced account blocking and confusion regarding withdrawal requests. Eventually, he received a payment of €5,000 and confirmed that he had successfully cashed out a total of €9,950.
Verde Casino - Player’s withdrawals are delayed.
Amount: €9,950
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
2 weeks ago
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1 month ago
Translation
Good morning,
I'm having problems withdrawing from my gaming account.
I requested a first withdrawal of €1500 on a debit card associated with my BBVA account, the site says in progress for days, but it has not yet been credited.
On Monday 14.10 I requested two withdrawals on a BBVA account via bank transfer of €5,000 and €3,000 and one on a debit card associated with my BBVA account of €450 and all 3 were in "pending status"
the KYC profile they told me was correctly verified, they asked for additional documents which were uploaded and approved.
can you understand why there is this delay and request the sending of the withdrawn amounts?
Thank you
Marco ****
Edited by a Casino Guru admin
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1 month ago
Dear marcozucc82,
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,
Tomas
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1 month ago
Dear marcozucc82
Sorry you faced issues.
According to our records, the majority of the withdrawals were successfully credited onto your bank account. 1 transaction (bank transfer) is still in process and may take up to 7-10 bank days.
Kind regards
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1 month ago
Translation
A transfer of 3000 euros is in progress, but today between 18 and 19 I found all the rest rejected. I wrote to the assistance and they told me that I was the one who cancelled them. Obviously that is not true. I want my withdrawals to be made.
I then reopened two more withdrawal requests via bank transfer of 3000 euros and 3350 euros
So for a total of 9350 overall. Make sure they are approved and correctly credited to my account
I'm afraid of losing this money
A thousand thanks
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1 month ago
Dear marcozucc82
Are you addicted to gambling?
Please keep in mind, you can always set any sort of limits within your profile.
Kind regards
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1 month ago
Translation
No no, maybe I explained myself badly.
Lose in the sense that verdecasino will never make my withdrawal and my 9350 will never be credited to my account. That's all, that's my concern
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1 month ago
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Update, now I find the withdrawals that were confirmed by them yesterday, see attachments, canceled. They told me I made the request, too bad that at night people sleep.
Now I have created 3 more withdrawal requests total 10,450
Let's try to solve it soon
Thank you
Edited
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1 month ago
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Good morning, last night verdecasino blocked my account for no reason. I wrote in chat and they told me that I requested to self-exclude. Which is not true, now I can't log in. I had a withdrawal of 5000 euros in progress and a balance of 5195 euros.
I have heard from other users and they told me that they often do this, they close the account for no reason and refund the account. Are we sure? Do you verify that I will actually get all my money refunded?
Thank you
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1 month ago
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can you give me support? here they continue to keep the account closed, I write in chat every 10 minutes and I always speak with different operators, who say different things. first send an email, send an email they say to change password, but I have no access to the site and it gives an error.
what the hell is going on? it's not that hard to give access to the account....
can you answer me please?
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1 month ago
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new update, always in chat they tell me to change my email password and then listen listen... they have to write to microsoft saying to contact the casino so they can change the password to access the account. we are crazy, all to not give me access to the site and keep my € 5,195
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1 month ago
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Now I have changed my email password, by doing so they say they can re-enable the account.
I was chatting on my cell phone and I see that someone (a boy or hacker) is writing to change the email associated with the account, a real theft. I ask for immediate help
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1 month ago
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Updates
I have updated my account password now
My account is back online, I have now requested a new withdrawal of €5,000
I await developments
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1 month ago
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The withdrawal has been processed, I am waiting for the credit to my bank account
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1 month ago
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Payment received. Can't play, but at least I cashed out.
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4 weeks ago
Thanks for the continuous updates.
Have you received the withdrawal of 9950€ in full to your bank account in the end?
Have you attempted to reopen your casino account? With what result?
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3 weeks ago
Dear marcozucc82,
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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3 weeks ago
Translation
The account has been blocked by their choice, so I will necessarily not be able to play anymore and I have no intention of doing anything else
Thanks for the support
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2 weeks ago
Dear marcozucc82,
Thanks for your reply. We'll consider your reply as a confirmation the full disputed amount was paid out to you. If you ever encounter any issues with any online 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,
Tomas
Casino.Guru
