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FORMAL COMPLAINT AGAINST VERDE CASINO – €1,164 WITHDRAWAL ISSUE, DELAYED PAYMENTS AND UNRESPONSIVE CUSTOMER SUPPORT

I am submitting this formal complaint against Verde Casino regarding serious concerns about its withdrawal practices, lack of transparency and failure to provide adequate customer support.

MY CURRENT SITUATION

My current balance at Verde Casino is €1,164, consisting entirely of legitimate real-money winnings.

I want to make it absolutely clear that:

All winnings were accumulated using regular cash deposits.

I have never used any bonuses, free spins, promotional funds or bonus offers.

There are no bonus wagering requirements or outstanding bonus conditions associated with my balance.

My account has been fully verified, and all KYC procedures have been successfully completed.

My Neteller account is registered in my own name and belongs to me.

PREVIOUS SUCCESSFUL WITHDRAWALS

I have already successfully withdrawn €200 twice from Verde Casino to my Neteller account.

Both withdrawals were processed successfully, and the money arrived within approximately five minutes.

Therefore, there should be no uncertainty regarding the ownership, validity or compatibility of my Neteller account. Verde Casino has already accepted and successfully used this exact payment method twice.

CURRENT WITHDRAWAL PROBLEM

On November 9, 2026, at approximately 18:00, I submitted a withdrawal request for €450 to the same Neteller account.

The withdrawal status remains "NEW", and no progress has been made.

I deliberately decided to split my withdrawal into smaller amounts because Verde Casino’s published withdrawal policy specifies a shorter processing period for withdrawals below €500, compared to withdrawals of €500 or more.

According to the published terms:

Withdrawals below €500: up to 2 business days.

Withdrawals of €500 or more: up to 5 business days.

I chose the €450 withdrawal specifically to avoid the longer processing period.

Despite having a fully verified account and two previously successful withdrawals to the same Neteller account, my current request has not progressed beyond the initial "NEW" status.

COMPLETE LOSS OF CUSTOMER SUPPORT

What makes this situation even more concerning is Verde Casino’s customer support.

Previously, I was able to contact their Live Chat support. However, the Live Chat service is now unavailable to me.

I have also contacted customer support by email. I was previously informed that I would receive a response within two days, but I have received no response.

At this point, I have an unresolved withdrawal request, no meaningful communication from the casino and no accessible Live Chat support to clarify what is happening with my money.

CONCERNS REGARDING THE REMAINING BALANCE

My total balance is €1,164.

Only €450 has currently been submitted for withdrawal, while the remaining €714 is still sitting in my Verde Casino account.

I am extremely concerned that the casino may continue delaying withdrawals or create unnecessary obstacles when I attempt to withdraw the rest of my winnings.

I have deliberately stopped gambling and will not cancel my pending withdrawal or make any additional deposits.

I should not have to risk losing my legitimate winnings simply because the casino makes the withdrawal process difficult or fails to provide customer support.

WHAT I AM REQUESTING FROM VERDE CASINO

I am asking for the following:

Immediate processing of my pending €450 withdrawal to my verified Neteller account.

Written confirmation that my remaining €714 balance is fully available for withdrawal.

Full payment of my entire €1,164 balance without unnecessary delays or unreasonable additional requirements.

A clear explanation of why my €450 withdrawal remains in "NEW" status despite my completed KYC verification and previous successful withdrawals.

An explanation as to why Live Chat is no longer accessible and why my emails are being ignored.

I consider the lack of communication and the inability to obtain assistance regarding my own money completely unacceptable.

I have fulfilled all verification requirements, used real-money deposits, complied with the casino’s conditions and previously received successful withdrawals using the same payment method.

There is no apparent reason why my legitimate winnings should not be paid.

MY DESIRED OUTCOME

I am requesting the full payment of €1,164 to my verified Neteller account, together with a proper explanation of the withdrawal delay and the casino’s failure to provide customer support.

I am asking Casino Guru to investigate this situation, contact Verde Casino on my behalf and assist me in recovering my full balance.

I hope this matter can be resolved fairly and without further unnecessary delays.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dzonis,

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