The player from North Rhine-Westphalia is unable to withdraw their funds after registering one year ago and completing the verification process. They deposited using cryptocurrency, but since its discontinuation, they cannot use the only available withdrawal method, which requires a Brazilian account. Despite contacting customer service, there has been no resolution.
VertBet Casino - Player’s withdrawal has been delayed due to account issues.
Amount: €385
VertBet Casino
Safety Index:Very lowSafety Index
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3.3
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Case opened
Current status
Waiting for Casino Guru to reply
4d 1h 30m 44s
Case summary
3 days ago
Public
Public
5 days ago
Translation
Hello, I registered exactly one year ago as a customer from Germany. I verified my account and everything was fine. I deposited using crypto (USDC) back when it was still possible. For several months now, there are no longer any cryptocurrencies available, only the Pix method. However, you cannot use it without a Brazilian account. I have been unable to withdraw for months. I initially contacted customer service and was informed that cryptocurrencies are currently under maintenance. Since then, nothing has happened. I do not know how to access my money.
Automatic translation:
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Public
5 days ago
Dear AK1982888,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when exactly you made the last successful withdrawal?
- Do I understand correctly that the only withdrawal method you see is the PIX? If possible, please post a screenshot of your withdrawal section here in this thread.
- When did you notice that the cryptocurrency withdrawal option is missing?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 days ago
Translation
Hello, I haven't made any withdrawals there yet. I first noticed it in October, but I know that it was possible to withdraw crypto for a long time. It was just discontinued at some point. You can see from my screenshot that Pix is the only withdrawal option offered. Pix is of no use without a Brazilian account. 
Automatic translation:
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3 days ago
Thank you very much, AK1982888, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Casino Guru is examining the case
