Verde Casino - 選手の退場が遅れました。

Hello.

My username in verdecasino65.com is 49795058

Before 2 weeks my bank declined withdraws in total amount 1350€ as this is not local casino. I dont know why, because 2 withdraws before this case came out ok.

So my withdraws lost from acc and also I did not receive them in bank.

Immediatly I contacted Verde support via chat, they told me to wait til finance resolves this. Each day I ask.status update, they can not answer me nothing more, than wait a little more.

2 weeks are like whole life already lost waiting support.

I have not received any email answer almost 2 weeks from 18. August 2023.

I feel really scammed as nobody supports in this case. I made Revolut acc as it could help get my money out, but I have no access to my money in account there.

I believe You can help me here. Im begging.

Dear VortexKoala,

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 if I understood correctly that the two previous payments were received successfully to the same payment method? Have you requested any transaction tracking number from the casino to locate the payments?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

I have available yo see that these withdraws are done already.

Possoble transactions from payemnts history are here

f1141031-30e3-4cde-9996-70a528183e37

71bfd835-6dfa-4010-ad3a-4a6c6a0a09c5

f2c1ea01-0f2d-4fec-9de6-9476aca9e1a6

3817158d-8054-4704-865a-7e8b1d3a8505

I cant check which one I received , because with same payment metod I received 1 or 2 withdraws to same bank before. Like on 18. August I receved one 400€ withdraw with reference T85f851ffd90d321af1b30d892a4d4f3

Total withdraw was 1750€ and 400€ I received, all others were declined from my bank side.

Info, that these transactions are declined I received from my bank.

All that Verde can teel me, I need to wait email from finance department and thats all for 2 weeks...

Few chat histories from last days. I cant see my first chat histories in my profile from 18.august

Latest update, same answer, that I need to wait, no worries and so on, but its 2 weeks already and they cant provide any trustable info that it will be solved as simple as get money to show in my account at least so I could try withdraw one more time.

I really do not recommend anybody to use this site...

Still waiting when my withdraws will change those statuses as mentioned in last answer. Cant believe that it takes 2 weeks to do this... And not a clue how much more it will take, nobody can help me. Company with no SLA in problem solving should not be available to no customer...

Thank you very much, VortexKoala, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello VortexKoala,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, if your withdrawals have never been credited to your bank account, the best thing you can do is to contact your bank or payment provider. They need to investigate why the transactions were declined but bear in mind that it’s a lengthy process that could take even a few weeks. In these cases, the casino has its hands tied.

Have you contacted your bank already? If so, what was the reason for the payment to be declined on their end?

I already see why its declined in bank messages. Seems like its some new regulations that banks now check if casino is licensed in our country and if its in some kind of blacklist they decline these payments.

But if its declined it surely should be credited back to sender bank and rhey should be able to get it back in my account and I could try to use other withdraw method to Revolut as they are not 100% local company and I should be able to receive my money through this method. I also have Skrill acc, but Verde does not support it for me, even if its in withdraw methods.

For now main issue is that money isnt available for me for withdraw chance...

My bank approved that these funds were rejected and sent back to sender, so now I am sure that these funds are in Verde bank and just need to adjust acc payment statuses so money appears in my acc

Thank you for the additional info, VortexKoala.

I will contact the casino to shed more light on this matter.

We would like to invite Verde Casino to join the conversation.

Dear Verde Casino,

Can you please provide more information on the player's not processed withdrawals? When can the player expect the not-processed fund to be credited back to their casino account?

Just to remind for everyone before answer:

1. Declined withdraws should be returned to Verde aprox., by 21st or 22nd august (info from my bank "Citadele")

2. My bank "Citadele" says that to get my withdraws I need to ask to payment sender, so all attention to Verde casino.

Im helpless without assist here.

Dear VortexKoala

Sorry you've faced issues.

We can assure you that our financial dept. is already dealing with your case. When it comes to money/transactions - it is always time-consuming and scrupulous job, that requires contacting several parties. But we do guaranty will get to the bottom of the issue and resolve it.

Meanwhile, we've granted you a bonus for the time you are waiting the issue to be resolved.

Kind regards

3 weeks are not acceptable time to find and solve issue where you have all the money in your hands.

Withdraw my finances and then you can do what you want between all those steps.

There is no believable way that this case is so time-costy if money is already back in your bank.

Bonus does not help here with wager 40x

Dear VortexKoala

Please understand, even the fact that you posted your complaint anywhere possible (including the regulatory authorities) it does not speed up teh resolution. We are doing our best.

Thank yo ufor your patience.

But how can I feel safe if there are no terms and dates when I could get my finances out. Its not 10€ its 1350€ !

If I lost it by myself , ok, but why its not possible to solve it... I work with IT every day, if I were in this situation in my job, I would be fired already if I couldnt help customer for 3 weeks.

Dear VortexKoala

We are doing our very best to resolve.

Thank you all for your responses.

Dear VortexKoala,

I understand your concerns, but from the information you have provided us, it looks to me like the main issue was with your bank and not with the casino in the first place.

I can agree with you that the casino team could have handled your situation better by providing you with more information however, on the other hand, I can understand the casino team why they inform you only if there is any development. We have seen cases where after an unsuccessful transaction the payment was not credited back for a couple of months, luckily this is not your case.

The casino team is fully aware of your issue and they are dealing with it. As they mentioned you will be contacted by their VIP support operator, so please be patient. I have my fingers crossed 🤞that your issue will be sorted out shortly.

Surely I would not be so impatient if there could be something unresponsive from my side.

I have not asked to do or help anything that could help speed up this process.

If anybody could provide details what causes this delay, maybe I could understand. Just working on it does not say anything.

Dear VortexKoala

We expect to resolve the issue within two days.

Regards

Bless You and fingers crossed.

Dear VortexKoala

Please check your account 🙂

Regards

Thank you, now I see finances in acc.

Fingers crossed if payment will reach my bank...

Hello VortexKoala

We see you've been into some luck!

Congratulations!

Please kindly confirm part of the winnings have hit your Skrill account.

Please kindly confirm the issue is resolved. If so, we are kindly asking to inform the regulatory authority as well.

Thank you in advance!

Dear CasinoGuru and Verde representatives.

I appreciate Your all assistance and I want to inform, that this issue is solved.

Im sorry if i made some hard time anybody in this process and wish u all luck and all the best.

Edgars.

Dear VortexKoala,

That's great news. I'm glad to hear that your issue has been resolved.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru