The player struggles to withdraw her balance due ongoing verification. The complaint was resolved as the player received all of her pending withdrawals.
Verde Casino - The player struggles to withdraw her balance.
Amount: €3,000
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I've been trying to withdraw my balance for a while. This is repeatedly rejected because allegedly documents were not uploaded. But these have been there for a long time and would already be accepted.
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1 year ago
Hello wollystrickliesel,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
as you can see from the screenshots, the documents for the veryification process are already approved.
Nevertheless, proof of income is required first, then the back of the credit card and then proof of address again.
All these documents are already available.
Yesterday I contacted LifeChat for the last time and today again 3 of the withdrawal requests split by Verde were rejected.
I hope this has been of some help to you.
Best regards
Marion L***
Edited by a Casino Guru admin
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1 year ago
Hello wollystrickliesel
Congratulations on your win!
According to our records, there are no issues with your withdrawals. All of them get approved according to T&Cs of the Casino.
Kind regards
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1 year ago
Translation
As you can see from the screenshots, my withdrawal requests keep getting rejected. Therefore, when I ask LifeChat, I am always answered with allegedly missing documents
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1 year ago
Translation
Good day,
I would like to inform you that I have now received a part (1400.00 €) paid out.
Many thanks for your help
Marion L***
Edited by a Casino Guru admin
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1 year ago
Hello wollystrickliesel,
How much more is still pending? Do you wish to close the complaint as resolved or want to keep it open until you receive the current pending withdrawals?
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1 year ago
Translation
Hello,
€1,600 is still outstanding. €1,200 of this is in progress. Verde Casino has marked my account as balanced, but I'm still missing €400. I wrote to the service again - answer: everything is correct
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1 year ago
Translation
Good day,
I found the mistake:
the payout at the bottom of page 1 and the payout at the top of page two in the payment history have the same transaction ID, so they are listed twice as a payout.
I haven't written to the service yet because I always get the same answer.
Best regards
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1 year ago
Hello all,
Just an update, the player currently has 3 transactions amounting 1200 eur that are being processed by the external payment provider. Since it's a bank transfer, it can take 7-10 working days to process the amount.
Kind regards
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