Verde Casino - El depósito del jugador no ha sido procesado.

On 26.03.2025 I made a deposit of 26.5 euros at 17:05 from a Visa card, the money was automatically taken from the account but did not reach the player's account. I specified this and provided bank statements showing the payment with all the transaction details. Every time I contact them via chat, I am told that the specialists are working on it and to wait. It doesn't seem normal to me that for a transaction that was instant, I am told to wait for days. Payment security on this site seems to be a big problem, and their experts seem like a bad joke.

Dear CipFct,

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

If your deposit was never credited to your casino account, the best course of action is to contact your payment provider. They will need to investigate the transaction, but please be aware that this process can take up to a month. In such cases, the casino is usually unable to intervene. In the meantime, I strongly recommend refraining from making any additional deposits until this issue is fully resolved.

If the funds were lost during the transaction, it may take some time before they are credited to your casino account.

• Could you please confirm whether this was your first deposit at this casino?
• Additionally, I would appreciate it if you could forward your payment receipt to petronela.k@casino.guru so we can review it.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hello, it wasn't the first deposit, I've had a few in the past without any problems, I contacted my bank by phone and they told me that the payment was made at the casino and they need to credit it, I'll send you the bank statement to your email address.

Dear CipFct

Please kindly refer to the latest request by support, since the previously provided checks do not belong to any of the transaction within our website.

Thank you for cooperation!

and then where is that money? It has evaporated, if a payment made on your platform cannot be found, then your customers are not safe on your platform, how do you explain the account statement, the data found in the statement are you saying that they have nothing to do with you?

Hi CipFct,

Thank you for your reply and for confirming that this was not your first deposit. I appreciate you taking the time to contact your bank and for your willingness to send us the bank statement.

To better understand the situation and assist you further, could you please also share the details (date, amount, and payment method) of a few of your previous successful deposits at Verde Casino? This will allow us to compare the payment descriptors and check for any inconsistencies that might help locate the missing transaction.

Looking forward to your reply.

Screenshot from the player's bank statement:

I had three more deposits with another MasterCard card on 12.08.2024, all three. I no longer have access to my account statements because more than six months have passed. I don't understand how money can be lost like that, unless their platform is not secure and I was stolen through it.

Hi CipFct,

Thank you again for your cooperation and the documents you’ve shared so far.

In order to move forward with the investigation, could you please provide a single clear screenshot of the specific transaction that is missing from your Verde Casino balance? This should show the date, amount, and payment method, but there is no need to send your full bank statement again.

Please make sure the screenshot includes:

• The transaction date
• The amount
• The merchant or payment descriptor

This will hopefully help us locate the payment in the system and assist you more efficiently.

Looking forward to your reply.

I sent it to them and I'm sending it to you too, for me or as it's very hard to understand how in 2025 when we are surrounded by so much technology it's so hard to track a transaction. You have all the details in the account statement but I will also send you what you ask for although I have the impression that you have no idea what you are looking for but you are doing this in front of the world who come to your page and look for help so that it doesn't seem like you are doing nothing

Hi CipFct,

Thank you for your message and for sharing your perspective—we truly understand how frustrating this situation must be, especially when the issue remains unresolved despite your efforts.

We do appreciate the documents you’ve already sent. The reason we requested a single clear screenshot of the specific transaction is to help us quickly and accurately identify the payment in question. While your full bank statement contains helpful information, this step is often crucial in communicating directly with the casino and ensuring nothing gets overlooked.

This is not to question your credibility, but simply to ensure that all necessary information is clear and accessible for the next stage of our investigation.

As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 10 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds.

Thank you in advance for your patience and understanding.

Ok, I'll wait to see what you tell me, thanks!!!

Ok, I'll wait to see what you tell me, thanks!!!

What is the status of my problem? Thank you?

Hi CipFct,

• Could you please let me know if you’ve heard anything back from the casino since we extended the timeline?

Thank you in advance for your reply.

I have never been contacted by the casino, even though I explained the problem to them, they never wrote to me, they always told me that I would be contacted later, but that never happened.

Hello,

Please kindly refer to the latest request by support:



Regards

I have offered you bank statements a bunch of times, the bank statement for a period of a month? Do you want to know what I spent my money on in the last month? It seems a bit illegal to ask me for this, and your theft turns into incompetence and insensitivity.

I demand that that account be blocked and closed permanently, I don't need that money anymore, I'm giving it up just to never hear from you again. Shame on you for such a way of stealing your customers.

Greetings,

The account was permanently blocked.

Regards

Dear CipFct,

Thank you very much for your continued cooperation and for sharing your experience with us. I truly understand how upsetting this situation has been for you, and I’m sorry we couldn’t reach a more satisfying resolution together.

Please allow me to clarify that requesting a bank statement showing the specific transaction is a standard and necessary step in these types of complaints. It helps us or the casino confirm whether the funds were truly deducted and, if so, whether they were possibly refunded without your knowledge. If the casino hadn’t requested it, we would have done so ourselves as part of the investigation process—it’s not an accusation, but simply a method to establish clear evidence of what happened.

We understand from your latest messages that:

• You no longer wish to continue pursuing the recovery of your deposit.
• You requested your account to be permanently closed.
• The casino has honored that request and confirmed the closure.

Based on these facts and the lack of essential evidence to proceed further, we consider this case closed. We are genuinely sorry that this experience caused you so much frustration. While we’re unable to help further at this stage, we respect your decision and appreciate that you brought the matter to our attention.

We wish you all the best moving forward.

Sincerely,

Petronela

Head of Complaint Resolution Center

Casino.Guru