Verde Casino - El retiro del jugador se ha retrasado debido a problemas con la cuenta.

I green casino keeps finding excuses to not let me withdraw my winnings.

They keep insisting that I withdraw my winnings to a card I unfortunately no longer have access to. They refuse all my requests.

They told me to send the documentation of my new account (account with which I have already deposited a certain amount of money on the site)

So I uploaded a KYFC account verification document and a statement showing the deposits to them. The documents are rejected, and when I ask for an explanation, the virtual support agent says the casino has imposed a limit on withdrawals to a single card. But since that account is no longer active, I can't withdraw the funds. I'm asking for your help. I can provide all the required documentation, and they're asking for it, but they don't respond to my emails and keep making excuses for not paying me.

Io verde casinò continua a trovare scuse per non farmi prelevare la vincita.

continuano a insistere che io debba prelevare la vincita su una carta a cui purtroppo non ho più accesso. Rifiutando ogni mia richiesta.

mi hanno detto di mandare la documentazione del mio conto nuovo, (conto con cui ho già versato sul sito un certo quantitativo di soldi)

e così ho caricato per la verifica kyfc documento di attestazione del conto, e estratto conto con i versamenti verso di loro. I documenti vengono rifiutati, e alla mia richiesta di spiegazioni l’agente virtuale dell’assistenza dice che il casinò ha imposto un limite sui prelievi di una sola carta. Ma non avendo più quel conto attivo, non posso prelevare i fondi. Chiedo il vostro aiuto, posso fornire tutta la documentazione richiesta, e che mi richiedono, ma non rispondono alle mie mail,e continuano a trovare scuse per non pagarmi.

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Dear Dadedu97,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you have not made any successful withdrawals to your new account previously?
• Could you please clarify which documents you have provided to verify your account? Has the casino approved any of them?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Dadedu97

Thank you for the complaint, can you please specify the disputed transaction IDs?

Kind regards

Green Casino decided to reject my withdrawals to a second account that I had already verified. They told me that for withdrawals via bank transfer, I would need to provide proof of ownership of the account and a bank statement showing the deposits I made on their website. I provided both documents, which were rejected. When I asked for an explanation, they said they limited withdrawals to one card and that I would therefore have to withdraw my winnings to the first account, which I have always used. So, I wonder why, given that deposits from the second account have always been highly appreciated and accepted by Green Casino.

Il verde casinò ha deciso di rifiutare i miei prelievi su un secondo conto che già ho provveduto a verificare. Dicendomi che per i prelievi tramite transfer bancario avrei dovuto fornire attestato di appartenenza del conto e estratto conto mostrante i versamenti da me effettuati sul loro sito. Ho così fornito i due documenti che sono stati rifiutati. Alla mia richiesta di spiegazioni, hanno detto che hanno limitato i prelievi ad una sola carta e che quindi avrei dovuto prelevare la vincita sul primo conto che ho sempre utilizzato. Mi chiedo quindi, per quale motivo, visto che i versamenti dal secondo conto sono sempre stati molto apprezzati e accettati dal casinò verde.

I should also add that customer support strongly advised me to make a new deposit on their site using the account where I would later like to receive my winnings, and so I did, obviously since I could no longer withdraw without first betting double the amount I had loaded. This led me not only to lose the amount I had loaded, but also the winnings I had accumulated. 😂

Therefore, I will never use their site again unless I can finally withdraw any winnings to the account I want. And I advise anyone who, unlike me, is addicted to gambling not to use this platform, because it seems to be their method of getting people to gamble away their winnings while waiting for a withdrawal confirmation.

Aggiungo inoltre, che l’assistenza mi ha caldamente consigliato di effettuare un nuovo deposito sul loro sito utilizzando il conto su cui poi avrei voluto ricevere la vincita, e così ho fatto, ovviamente non potendo più prelevare senza prima aver scommesso il doppio dell’importo da me caricato, il ciò, mi ha portato non solo a perdere l’importo ricaricato, ma anche la vincita che avevo accumulato. 😂

perciò non utilizzerò mai più il loro sito, a meno che non possa finalmente prelevare le eventuali vincite sul conto da me desiderato. E consiglio a chi a differenza mia abbia una dipendenza dal gioco, di non utilizzare questa piattaforma, perché pare sia il loro metodo per far sì che le persone si giochino le vincite nell’attesa di una conferma di prelievo

Hello everyone,

Thank you for your responses.

Dadedu97, I kindly ask that you revisit my messages as well as those from the casino representative. It would be greatly appreciated if you could provide all the necessary information so we can proceed with this complaint. Thank you for your cooperation.

Dear Dadedu97,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru