Verde Casino - プレイヤーの撤退が遅れています。

I submitted a withdrawal request on 21.08.2024, and as of today, 28.08.2024, no withdrawal has been processed. Initially, they said it could take between 5 minutes and 48 hours. Later, they said it could take up to 5 days. Today, an employee told me that processing will take 30 days because my withdrawal amount is 20 times larger than my deposit amount. I no longer know what to believe about this casino.🥲🥲

Ich habe seit 21.08.2024 eine auszahlung antrag gemacht und bis heute 28.08.2024 wurde kein auszahlung bearbeitet..am anfang haben die gesagt es kann zwische 5 min und 48 std dauern..Danach haben die gesagt es kann bis 5 tage dauer..Heute sagt mir eine mitarbeite dass bearbeitung 30 tage dauer weil meine auszahlung summe 20 mall grosser als einzahlung summe ist..ich weiss nicht mehr was soll ich glauber uber diese casino.🥲🥲

Dear pt9xpyxgth,

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,

Kristina

I will wait until 14 days and I hope everything will be ok!

Ich werde warten dann bis 14 tage und ich hoffer es wird alles ok!

The terms and conditions on the site state that a payout of up to €5,000 will be processed within 5 days. I haven't read any information in the terms and conditions that mentions 14 days!

Im AGB auf die seite steht dass eine auszahlung in hohe von bis 5.000€ innerhalb von 5 tage bearbeitet wird.Ich habe kein info gelessen in AGB wo rede uber 14 tage ist!

Thank you for your reply, pt9xpyxgth. I would like to emphasize we in casino.guru always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Ok..I'll wait until September 10, 2024 and see if they pay or not!

Ok..Ich warte dan bis in 10.09.2024 und binn gespahnt ob die zahlen oder nicht!

They certainly won't pay out. My payout status is still "New" which means it's not even being processed! And on the site in the terms and conditions it says that payouts up to €5,000 are processed within 5 days. Today it's already been 10 days since the payout request, even twice as long and it's not being processed yet. We're no longer talking about transferring money to an account or anything like that!

Die werden sicher nicht auszahlen.Meine auszahlung status steht noch immer "Neue" dass bedeutet net einmal in bearbeitung ist! Und auf die seite in AGB steht dass die auszahlunge bis 5.000€ innerhalb von 5 tage bearbeitet wird.Heute sind schon 10 tage von auszahlung antrag sogar doppelte zeit und ist noch nicht in bearbeitung.Wir reden nicht mehr uber uberweisung in konto oder so was!

Thank you for your reply, pt9xpyxgth. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Today money was transferred to my account!It's done!

Heute wurde mir geld in konto uberweist!Es ist erledigt!

Dear pt9xpyxgth,

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, 

Kristina

Casino.Guru