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Good morning,

I'm having problems withdrawing from my gaming account.

I requested a first withdrawal of €1500 on a debit card associated with my BBVA account, the site says in progress for days, but it has not yet been credited.

On Monday 14.10 I requested two withdrawals on a BBVA account via bank transfer of €5,000 and €3,000 and one on a debit card associated with my BBVA account of €450 and all 3 were in "pending status"

the KYC profile they told me was correctly verified, they asked for additional documents which were uploaded and approved.

can you understand why there is this delay and request the sending of the withdrawn amounts?

Thank you

Marco ****

Buongiorno,

sto riscontrando problemi con il prelievo dal mio conto gioco.

ho richiesto un primo prelievo da 1500€ su carta di debito associata al mio conto BBVA, il sito dice in corso da giorni, ma ancora non sono stati accreditati.

Luendì 14.10 ho invece richiesto due prelievi su conto BBVA tramite bonifico da 5.000€ e 3.000€ e uno su carta di debito associata al mio conto BBVA da 450€ e risultato tutti e 3 in "stato pendende"

il profilo KYC mi hanno detto che è stato correttamente verificato, hanno chiesto documenti integrativi che sono stati caricati e approvati.

potete capire come mai c'è questo ritardo e sollecitare l'invio degli importi prelevati?

Grazie

Marco ****

Dear marcozucc82,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear marcozucc82

Sorry you faced issues.

According to our records, the majority of the withdrawals were successfully credited onto your bank account. 1 transaction (bank transfer) is still in process and may take up to 7-10 bank days.

Kind regards

A transfer of 3000 euros is in progress, but today between 18 and 19 I found all the rest rejected. I wrote to the assistance and they told me that I was the one who cancelled them. Obviously that is not true. I want my withdrawals to be made.

I then reopened two more withdrawal requests via bank transfer of 3000 euros and 3350 euros

So for a total of 9350 overall. Make sure they are approved and correctly credited to my account

I'm afraid of losing this money

A thousand thanks

Un bonifico da 3000 euro risulta in corso, ma il restante oggi tra le 18 e le 19 li ho trovati tutti rifiutati. Ho scritto all'assistenza e mi hanno detto che sono stato io ad annullarli. Ovviamente non è vero. Ci tengo che i miei prelievi vengano effettuati.

Ho quindi riaperto altre due richieste di prelievo tramite bonifico bancario da 3000 euro e 3350 euro

Quindi per un totale di 9350 complessivi. Verificate che vengano approvati e correttamente accreditati sul mio conto

Ho la paura di perdere questi soldi

Grazie mille

Dear marcozucc82

Are you addicted to gambling?

Please keep in mind, you can always set any sort of limits within your profile.

Kind regards

No no, maybe I explained myself badly.

Lose in the sense that verdecasino will never make my withdrawal and my 9350 will never be credited to my account. That's all, that's my concern

No no, forse mi sono spiegato male.

Perdere nel senso che verdecasino non mi farà mai il prelievo e i miei 9350 non verranno mai accreditati sul mio conto. Tutto qui, questa è la mia preoccupazione

Update, now I find the withdrawals that were confirmed by them yesterday, see attachments, canceled. They told me I made the request, too bad that at night people sleep.

Now I have created 3 more withdrawal requests total 10,450

Let's try to solve it soon

Thank you

Aggiornamento, ora mi trovo i prelievi che ieri erano stati confermati da loro, vedi allegati, annullati. Mi hanno detto ho fatto io richiesta, peccato che di notte la gente dorme.

Ora ho creato altre 3 richieste di prelievo totale 10.450

Vediamo di risolvere a breve

Grazie

Good morning, last night verdecasino blocked my account for no reason. I wrote in chat and they told me that I requested to self-exclude. Which is not true, now I can't log in. I had a withdrawal of 5000 euros in progress and a balance of 5195 euros.

I have heard from other users and they told me that they often do this, they close the account for no reason and refund the account. Are we sure? Do you verify that I will actually get all my money refunded?

Thank you

Buongiorno, ieri sera verdecasino ha bloccato il mio account senza motivo. Ho scritto in chat e mi hanno detto che ho fatto io richiesta di autoescludermi. Cosa non vera, ora non posso entrare. Avevo in corso un prelievo da 5000 euro e un saldo di 5195 euro.

Ho sentito altri utenti e mi hanno detto che spesso fanno così, chiudono senza motivo l'account e rimborsano sul conto. Siamo sicuri? Verificate che effettivamente mi verranno rimborsati tutti i miei soldi?

Grazie

can you give me support? here they continue to keep the account closed, I write in chat every 10 minutes and I always speak with different operators, who say different things. first send an email, send an email they say to change password, but I have no access to the site and it gives an error.

what the hell is going on? it's not that hard to give access to the account....

can you answer me please?

mi date supporto? qui continuano a tenere il conto chiuso, scrivo in chat ogni 10 minuti e parlo sempre con operatori diversi, che dicono cose diverse. prima manda una mail, mandi una mail dicono di cambiare password, ma non ho accesso al sito e da errore.

cosa diavolo sta succedendo? non è cosi difficile dare accesso al conto ....

mi rispondete per favore?

new update, always in chat they tell me to change my email password and then listen listen... they have to write to microsoft saying to contact the casino so they can change the password to access the account. we are crazy, all to not give me access to the site and keep my € 5,195

nuovo aggiornamento, sempre in chat mi dicono di cambiare la password della mia mail e poi udite udite... devono scrivere a microsoft dicendo di contattare il casino in modo che possano cambiare la password di accesso all'account. siamo alla follia, tutto per non darmi accesso al sito e tenersi i miei 5.195€

Now I have changed my email password, by doing so they say they can re-enable the account.

I was chatting on my cell phone and I see that someone (a boy or hacker) is writing to change the email associated with the account, a real theft. I ask for immediate help

Ora ho cambiato la password della mia mail, così facendo dicono che possono riabilitare il conto.

Stavo chattando dal cellulare e vedo che qualcuno ( un boy o hacker) sta scrivendo per cambiare l'email associata al conto, un furto bello e buono. Chiedo aiuto immediato

Updates

I have updated my account password now

My account is back online, I have now requested a new withdrawal of €5,000

I await developments

Aggiornamenti

Ho aggiornato la password del mio conto, ora

Il mio conto è tornato online, ho richiesto ora un nuovo prelievo da 5.000€

Attendo sviluppi

The withdrawal has been processed, I am waiting for the credit to my bank account

Il prelievo è stato preso in carico, attendo l'accredito sul mio conto corrente bancario

Payment received. Can't play, but at least I cashed out.

Pagamento ricevuto. Non posso giocare , ma almeno ho riscossso.

Thanks for the continuous updates.

Have you received the withdrawal of 9950€ in full to your bank account in the end?

Have you attempted to reopen your casino account? With what result?

Dear marcozucc82,

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.

The account has been blocked by their choice, so I will necessarily not be able to play anymore and I have no intention of doing anything else

Thanks for the support

Il conto è stato bloccato per loro scelta, quindi per forza non potrò più giocare e non ho intenzione di fare altro

Grazie del supporto

Dear marcozucc82,

Thanks for your reply. We'll consider your reply as a confirmation the full disputed amount was paid out to you. If you ever encounter any issues with any online casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru