Verde Casino - プレイヤーの撤退が遅れています。

Good morning. My name is Marco. In short, I'm unable to withdraw the amount of €120 that I requested. I have tried several times but nothing works. Can you help me, please? Thank you.

Buon giorno .Mi chiamo Marco.In poche parole non mi fa prelevare limporto da me richiesto di 120 euro.Ho provato diverse volte ma niente.Mi potete aiutare,grazie.

Dear marcomundial300,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re experiencing with your withdrawal request of €120. To help us investigate the issue further, could you please provide the following details:

• Have you received any specific error messages when trying to make the withdrawal, or does the process simply not go through?
• Which payment method are you using to withdraw the funds, and have you tried any alternative methods?
• Could you confirm if your account is fully verified (e.g., ID, proof of address) and if the casino requested any additional documents from you during the withdrawal process?
• Were your winnings accumulated while using an active bonus, or were they obtained without any bonuses applied?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

P.S. You can also forward any relevant communication or screenshots related to your issue to petronela.k@casino.guru.

Dear marcomundial300,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Player's additional comments:

Ok As soon as I can I'll send you the photo of the error that the site communicates during the withdrawal phase. Thanks.

Good evening. Yes I received an error message and in any case I will send you a photo as an attachment. I also tried with another Mastercard credit card, but nothing. As for the documents, the site did not ask me to send them at the time of registration nor for the withdrawal. I obtained the winnings without a bonus and above all I carelessly made a deposit of € 70 instead of requesting the withdrawal. I await your response, thank you.

Player's additional comments:

Ok Appena posso ti mando la foto dell'errore che comunica il sito in fase di prelievo. Grazie. 

Buonasera. Si ho ricevuto un messaggio di errore e comunque le manderò una foto in allegato. Ho provato anche con un'altra carta di credito mastercard, ma niente. Per quanto riguarda i documenti il sito non mi ha chiesto di inviarli al momento della registrazione ma neanche per il prelievo. Le vincite l'ho ottenute senza bonus e sopratutto sbadatamente ho fatto un versamento di 70€ anziché richiedere il prelievo. Aspetto una sua risposta, grazie. 

Hello marcomundial300,

The screenshot you forwarded indicates that your deposit wasn’t fully wagered.

• Could you let us know the amount of your initial deposit?
• If possible, please also send your game history to petronela.k@casino.guru.

Thank you.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.