Verde Casino - 決済が遅延しているとのクレームがあります。

Hello. My account was already approved by KYC on 2024-11 (ID frond side, credit card, proof of address, selfie with credit card)

2025.10.12 i requested withdraw of 19000eur - it was canceled.

2025.10.13 they requested photo of new card which is ok, because deposits were made with new card. I provided photos - it was approved same day.

2025.10.13 they requested back side of my ID, drivers license or passport. I provided both sides of my drivers license - it was approved the same day.

2025.10.13 - they requested reverse side of my ID card. I told them that my ID card is lost and i will upload passport instead. I provided passport - it was approved.

2025.10.15 they requested reverse side of my ID card again, even after they knew it was lost. I tried to tell them that it is lost but they did not care. I ordered new ID.

2025.10.21 i received new ID card and uploaded both sides of my new ID card - it is approved.

2025.10.21 they requested photos of my credit card which was approved 2024.11. There were deposit and withdraws made with that card. I told them this and they told me to wait.

2025.10.22 after approving my new ID they still request my credit card which is already approved (i have screenshots if need)

I have screenshots of chats and KYC page with documents that are approved.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Simassle,

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

Dear Simassle

Thank you for the complaint.

May we know if you ever initiated chargebacks from your side.

Thank you for cooperation!

Regards

What do you mean chargeback ? Is it withdraw money from casino ?

I forgot to mension. I deposited more money to Verde casino that night and 19000 eur is not winnings it is only a part of the money i deposited that night

Dear Simassle, thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Simassle, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the issue. I'll do my best to help you resolve this issue as soon as possible.

Could you please let us know, if you ever initiated a chargeback? In other words - if you ever tried to cancel the deposit made to the casino via bank (or other payment method provider), asking them to cancel the transaction and return the money back to your bank account, instead of sending it to your casino's player account. Thank you.

Hello Matej.

I've never requested a chargeback related to Verde Casino, and i am happy to provide any other information if needed

Thank you for the confirmation, Simassle, much appreciated.

Dear Verde Casino, with the chargeback question answered. could you please provide more details as of why this player’s withdrawal request is being postponed and whether is something still required for passing the KYC? I would also appreciate if you could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Thank you for your patience and cooperation in advance.

Dear all,

The PSP is analysing the player's deposit activity, once completed - the withdrawals will be approved accordingly.

Should start very soon.

Regards

Dear Matej, i want to update:

2025.10.23 13:27 four withdraws were approved and now their status is "success". Money is not yet in my account. Will update again later. Thank you

Thank you both for the updates.

Dear Simassle, please give it about 3-5 working days for the payments to be transferred to your account, just in case. I will swap the timer your way, and if you could post an update whether once you receive the payments - or if you do not get anything by the Wednesday 29th - that would be much appreciated. Thank you.

Hello. Update:

2025.10.25 three withdraws were approved. Still no money received.

Thank you

2025.10.27 one more withdraw approved

To make it easier and not having to reset the timer daily, I will swap it towards the casino.

Dear Simassle, please keep posting updates when possible, and let me know if you encounter any further issues. I will keep this complaint open, until you confirm the whole disputed amount has been withdrawn. :)

Hello. Today casino verde canceled my withdraws 3600 eur, the reason is bank dont accept money. They suggest new withdraw method. I requested 3000eur to Visa (approved) and when i try to withdar remaining 600 they dont let me because there is some kind of vagering. There was no such problem before

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, Matej

According to our records, all has been paid out. There are no active/pending withdrawal requests.

Best regards

Yes you canceled 3600 eur, i made 3000 withdraw and you took 600 as comision...

Dear Simassle

Please give us some time, most likely that is a tech issue, if so - we will compensate, no worries.

Sorry about the inconvenience.

Regards

Dear Simassle

As we can see, you made a deposit within the period when the transactions got declined and the new ones were created. And you did not wager the deposit. You should have received a warning that the deposit was not wagered, and the commission will be applied.

Please let us know if you received this warning and why you agreed to it and proceeded with withdrawal?

Best regards

I madea new deposit and lost it didn't i ? These 3600 were the old money and there were no comision for them

And why there was wager for new deposit if i did not use bonus ?

Dear Simassle

According to T&Cs:"8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

And at withdrawal you accepted this term by clicking "Proceed"

Kind regards

But this withdraw was made way before the next deposit

Dear Verde Casino, if I understand the situation correctly, the 20% AML fee should be applied to the newly deposited amount, not the original - already wagered amount - the player is trying to withdraw. Can you please investigate and confirm if everything is being done correctly? Thank you.

I dont even talk about the time which takes to confirm withdraws. Looks likr they do it on purpose so that the player might lose the money which was not approved to withdraw.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Simassle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej