Verde Casino - Withdrawal of player's winnings has been delayed.

Hello,

as per the casino policy the withdrawal process can take up to 5 business days. The withdrawal was made on 10 of March and it is still "in progress" . I’ve tried to contact the casino live chat support several times but no useful information was provided on what is going on with my withdrawal…. The first time they said that they should receive the confirmation from the provider in midnight UTC at 17th of March…. No information was provided by that time , the status of the withdrawal is still in progress. I’ve tried to contact them again but no useful info was provided. I open this complaint asking Casino Guru to assist me on receiving a proper information on when the casino will finally resolve my withdrawal issue…

Dear Beh1nd,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello,

my account was fully verified prior to the withdrawal and the withdrawal itself was approved by the casino on the same day… however it is not processed yet for reasons unknown to me…. I would appreciate if the casino can provide me with adequate information and not template responses

Also the disputed amount is 450€ but for some reason it is not displayed properly in this complaint. I have attached a screenshot from my casino profile

Dear Beh1nd

Sorry for inconveniences caused, according to our records, the withdrawal request was approved by teh casino in the timely manner, the transaction is "stuck" on a PSP side. We are contacting them to know the details.

Once again, apologies.

Dear Verde Casino Team,

thank you. This information is new and more informative than what I have received so far by the customer support chat. Can I kindly ask you to keep me updated via email of any outcome related to the transaction.

many thanks.

Dear Casino Guru Team,

I have received the information I seek and you can close this complaint.

Many thanks to both sides for your help!

Dear Beh1nd

We highly suggest keeping the complaint open till you get the money.

We also credited your account with some bonus, once again, sorry for the issue.

Regards

Dear Verde Casino Team,

Many thanks for your kind support.

We shall keep the complaint open then.

Let's hope for fast resolution on the PSP side.

Dear Beh1nd

The money was returned onto your balance.

We are kindly asking you to make another withdrawal request.

Thank you!

Dear @Verde Casino,

When i reached the withdrawal page i got the following warning

"Please mind, your deposit was not wagered, the commission will be applied according to p.8.12.5.

To wager your deposit in full, please make bets for at least: €204.11"

Should i proceed with the withdrawal and will any amount be deducted from my balance?

Dear Verde Casino,

I have contacted the customer support and they have removed the waggering requirement.

I have initiated a new withdrawal request for the amount of 450 euro.

Dear All,

you may close the complaint. I have decided to play instead!

Dear Beh1nd,

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,

Nick Bacon

Casino.Guru