The player from Portugal had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had her account successfully verified and had made two withdrawal requests totaling €1400. The casino had confirmed that all her withdrawal requests were approved. However, despite our efforts to communicate with the player and extend the timer for her response, she did not reply to our messages. As a result, we were unable to investigate further and the complaint was rejected.
Verde Casino - Withdrawal of player's winnings has been delayed.
Amount: €352
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I am reaching out to ask for help with the following issue:
I have made some deposits on this website and played for a few days, but only noticed the feedback after some time... I have accumulated 352 Euros in my account and to my surprise, the withdrawal status remains as ''pending''.. I play on several sites including: betclic, betano, bwin, casinodeportugal, solverde and many others, and normally it only takes about 2 hours for account verification and the withdrawals are almost instantaneous... I have contacted the support team and they tell me that withdrawals can take up to 7 days?? An ethereum withdrawal doesn't usually take more than 2 hours... I suspect that this website might be a scam.
Automatic translation:
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7 months ago
Dear davelalala,
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,
Complaints Resolution Center
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6 months ago
Translation
Hello!
They asked me to send a selfie with the document and so I did! I sent it as requested now I will wait.
They refused my first withdrawal so I continued playing and reached 1400 euros! I hope you help me with the withdrawal and that everything goes well because I really need this money! Thanks CasinoGuru
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6 months ago
Kristina i would like to ask you to please change the Amount: from €352 to €1400.
They rejected my withdrawal for €352 so I played a little bit more and managed to get a big win and extended my balance for €1400. I have submited all the documents but they didnt aprove yet. Also requested 2 withdrawals 1 for €400 and other for €1000.
Looking for your answer,
Thank you
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6 months ago
Hello,
I am waiting for 2 cashouts of 450 Euro + my account was sucessfully KYC verified.
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6 months ago
Dear davelalala
According to our records, all your withdrawal requests are approved by the casino.
Please kindly let us know if the issue persists.
Kind regards
