Verde Casino - Виграш гравця затримано.

I won €11,000 at Verdecasino, requested a withdrawal, and received a total of about €2,000. The remaining €9,000 are still pending. The response from the casino is that the payment provider is experiencing issues, even though the casino has approved the withdrawals. I won the money on May 14 and have been waiting ever since. Initially, they said it would take 5 business days. Once those 5 business days passed, the money was returned to my gaming account. I then had to make new withdrawal requests and wait another 5 business days. Now the money is back in my gaming account again, and the only response I get is that they will look into the issue. It feels like nothing is going to happen, and I am not getting any clear answers.

Vann 11000e på Verdecasino, gjorde en utbetalning och fick utbetalt sammanlagt runt 2000e, dom resterande 9000e får jag inte och svaret jag får från casinot är att det är betalnings provider som strular och att kasinot har godkänt utbetalningarna. Jag vann pengarna den 14 maj och har väntat och väntat, först säger dom att det tar 5 bankdagar, när väl dom 5 bank dagarna gåt så kommer pengarna tillbaks till mitt spelkonto, då måste jag göra nya uttag och vänta igen 5 bank dagar, nu är pengarna tillbaks på mitt spelkonto igen och svaret jag får är att dom ska titta på varför. Det känns att det inte kommer hända nått och jag får inte nått svar varför.

Dear Nesko79,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Has the casino offered any recommendations regarding your withdrawal? Have you been recommended using another withdrawal method?
• Is there any withdrawal currently in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Yes, my account is verified and I have previously received payments that worked, recommendations I had to wait, how long is unfortunately not said. I have 9000e that I want to withdraw that has been rejected 2 times.

Ja mitt konto är verifierat och jag har tidigare fått ubetalningar som fungerat , rekommendationer jag fått att vänta, hur länge är dessvärre inte sagt. Jag har 9000e som jag vill ta ut som blivit rejected 2 gånger.

Dear Nesko79

We can confirm there are quite a lot of failed withdrawal transactions, all of them are failed on the PSP side.

Currently, you have not made any new requests. We highly encourage making ones via alternative withdrawal methods.

Kind regards

Now I have made a bank transfer of 2000e, this method of withdrawal has also worked before. Now we will see if this lower amount goes through.

Nu har jag gjort en banktransfer på 2000e, även detta uttag sätt har fungerat tidigare. Nu ska vi se om detta lägre belopp går igenom.

Thanks to both parties for the reply.

Dear Nesko79, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Still waiting for bank transfer payment of 2000e, it says process since it was approved by the casino. Have made a third withdrawal attempt to my Visa card of 1000e, maybe it will go through as well. Let me know how it goes

Väntar fortfarande på banktransfer utbetalning på 2000e, det står in process sedan den godkänts av casinot. Har gjort ett tredje uttagsförsök till mitt visa kort på 1000e, kanske att det går igenom också. Meddelar hur det går

I have now recived the first banktransfer payment on the amount of 2000e, now i have made another one on 4000e via banktransfer. The 1000e withdraw to my visa is still in progress.

Now my payouts have been stopped and now the casino requires proof of where the money comes from and all other information from my bank accounts. I think it's a bit strange that they require it now when paying out and not when you deposit several thousand euros when you play them. But it's completely ok, they will get all the info they want, everything is in order with my papers. Our journey continues, I will update when I have something new to share.

Nu har mina utbetalningar blivit stoppade och nu kräver kasinot intyg varifrån pengarna kommer ifrån samt all övrig info från mina bankkonton. Tycker det är lite märkligt att dom kräver det nu vid utbetalning och inte när man sätter in flera tusen euros när man spelar bort dom. Men det är helt ok, dom ska få all info dom vill ha, allt är i ordning och reda med mina papper. Vår resa fortsätter, uppdaterar när jag har något nytt att berätta.

I don't understand why they require this now when their finance department has already approved withdrawals of 11,000e twice before, but both times it was the payment provider that messed up, now that I have received 2,000e there is a new requirement for verification, everything feels as if they want you shall not withdraw money you have won.

Förstår inte varför dom kräver detta nu när deras finans avdelning redan godkännt uttagen på 11000e två gånger tidigare men båda gångerna var det paymentprovider som strulade, nu när jag väl fått 2000e så kommer det nya krav på verifikation, allt känns som om dom vill att man inte ska ta ut pengar man vunnit.

Isent this in a mail to the verde casin support right now beacuse the chat doesent work. please help me with this casino guru

"I have played and made both many deposits and withdrawals at Verde Casino, and there have been no problems until I won a larger sum on May 14th. I first made a withdrawal that your finance department approved, but it was rejected by the payment provider. You then asked me to make a new withdrawal, and the same thing happened. After that, I made a withdrawal via bank transfer of 2000 euros, and that went through fine. Now suddenly, when I want to make a withdrawal of 4000 euros, you are asking for additional documents that you did not require before. It feels like you are just delaying the payouts. I have now sent in my bank statement for several months back, and I don't understand what more you are asking for. There are constantly new obstacles with you. This is starting to get a bit frustrating."

Now I have made another withdrawal via bank transfer of 4000e and sent documents to Verde. Hopefully it will work out, will return with more news when something happens

Nu har jag gjort ännu ett uttag via banktransfer på 4000e och skickat in dokument till Verde. Förhoppningsvis så löser det sig, återkommer med mer nyheter när det händer nått

I can confirm that I have now received the 4000e payment, 2000e left to be paid, everything seems to be working out for the best. Will update when the 2000e are paid out.

Jag kan bekräfta att jag nu fått dom 4000e utbetalt, kvar att få utbetalt är 2000e, verkar allt löser sig till det bästa. Uppdaterar när dom 2000e är utbetalda.

Thank you very much for the update. I'll wait for the final good news, keeping the complaint open till you receive your payout.

Just want to confirm that everything from Verde has been paid out, thanks for all the help!

Vill bekräfta att allt från Verde är utbetalt, tack för all hjälp!

Dear Nesko79,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Verde Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru