VeryWell Casino - El jugador aún no ha recibido las ganancias.

I am submitting this complaint because I have been unable to withdraw my winnings of €1,818.73 from VeryWell Casino despite repeatedly complying with their requests.

I have made several €400 withdrawal requests. Multiple withdrawals have now been rejected, and each time I am required to submit another withdrawal and wait through a new processing period of up to 36 hours.

One withdrawal was initially shown as accepted/approved but later changed to rejected. The withdrawal history displayed the reason as "Bug". VeryWell subsequently told me in writing that the withdrawal had been approved on their side but that their payment provider was unable to credit the payout to my Mastercard debit card.

VeryWell also told me that they use different/reserve payment providers when necessary and that they would attempt to process the withdrawal again. I was subsequently contacted by telephone and offered the option of providing a different card in an attempt to receive the funds.

There have also been contradictory explanations concerning verification. I supplied the requested documents and was told in writing by VeryWell that my account was verified. However, a later €400 withdrawal was rejected and I received an email stating that I needed to verify my ID, address and payment methods before submitting another withdrawal.

I have complied with the verification requests, but I continue to experience rejected withdrawals and have to restart the withdrawal process.

My withdrawal history now shows several rejected €400 withdrawals dated 10 and 12 August 2026. I currently have another €400 withdrawal pending dated 13 August 2026. My casino account continues to show €1,818.73 as REAL money and €0.00 bonus balance.

My concern is that every time a withdrawal is rejected, I am required to submit another request and wait up to another 36 hours. This creates a cycle in which access to my winnings can potentially be delayed indefinitely.

I am not disputing gambling losses or asking for deposits to be refunded. I am simply trying to withdraw the real-money balance that is displayed in my account.

I have retained screenshots of my withdrawal history, account balance, emails from the Payments Department and conversations with customer support, and I can provide these as evidence.

I would be grateful if Casino Guru could assist me in obtaining my €1,818.73 balance from VeryWell Casino and help establish exactly what is preventing the casino from paying my withdrawals.

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Dear Kimmy171,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kimmy171,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean