Verde Casino - Die Auszahlung des Spielers verzögert sich und der Kontostatus ist unklar.

Hi,

i was playing at verde casino and after many losses i was to able to win around 1.883EUR. I started verification process and to my suprise, the verification was without any problems. I started a withdrawal request on 26.11.25 and the stated (even in the confirmation email) that a maximum of 5 working days for the withdrawal. After 5 days i asked about the status and then things went strange. The support told me my account is not verified and the will request additional documents. But they never did and so asked again one day later and the next lady told me that my account is verified but the 5 working days is not reached yet (it was). Long story short, i try to get any information about the payment on a daily basis but all i get is lies and copy pasted information. I sent already 7 Emails but no one answered. Im really afraid that they will never pay the money as there is no communication at all, except i go to the chat and ask. Im frustrated especially as the casion has such a high rating here and i really thought this time i found a fair casino.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• When did your communication with Lara, the VIP manager, take place?
• Is your payout request still pending, or was the payout request canceled?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I currently have access to my account. I have never played with bonus funds; it's all real money. My chat with Lara took place on December 8th, but there were many attempts to contact her before and after that, including via email. When I asked in the chat why my emails weren't being answered, I was told it was because I always ask in the chat anyway. My withdrawal request has remained unchanged at "new" status since November 26, 2025.

Hallo,

ich habe aktuell Zugriff auf mein Konto. Ich habe niemals mit Bonus gespielt, es handelt sich komplett um Echtgeld. Mein Chat mit Lara fand am 08.12. statt, es gab davor und danach aber viele Versuche der Kontaktaufnahme auch via email. Auf meine Nachfrage im Chat warum auf meine Emails nicht geantwortet wird, sagte man mir, weil ich sowieso im Chat nachfrage. Mein Auszahlungsantrag ist seit 26.11.25 unverändert auf dem Status "neu"

Greetings,

According to our records, the transaction was approved by the casino at 10.12.2025 15:21:53 (UTC) and is now being processed by the external PSP.

Kind regards

I confirm that the status changed to "Processed" shortly after I submitted my complaint (what a coincidence!). However, I only want to close the complaint once the money has actually arrived, as the status change doesn't change anything yet. Thank you anyway for your support.

Ich bestätige, dass sich der Status kurz nach einreichen meine Beschwerde (so ein Zufall) auf Bearbeitet geändert hat. Ich möchte den Complaint aber erst schließen wenn das Geld tatsächlich angekommen ist, da die Änderung vom Status ja erstmal noch nichts ändert . Vielen Dank trotzdem schon mal für die Unterstützung 

Greetings,

According to our records, the player received their winnings at 11.12.2025 11:52:27 (UTC)

Regards

Thanks to both parties for your replies.

Dear legensteinmusik4,

• Could you please confirm the payout was processed successfully and in full?

Thanks for letting me know.

Dear legensteinmusik4,

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,
Tomas
Casino.Guru