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Good morning, I have been trying to withdraw my winnings for weeks. My account has been verified, but at the time of withdrawal, it keeps getting rejected, and they keep asking for more documents. I have sent everything requested, but nothing has changed. Every time I try to withdraw, the same issue comes up. I am asking for help to resolve this problem because this sum would be very helpful to me in this difficult time.

Buongiorno , e da settimane che provo a riscuotere la mia vincita, il mio account è stato verificato ma al momento del prelievo mi respingono sempre e mi chiedo altri documenti , io ho provveduto ad inviarli tutti ma niente , ogni volta che riprovo a prelevare si ripresenta stesso problema. Chiedo un aiuto a risolvere questo problema perché è una somma che mi aiuterebbe molto in questo momento di difficoltà.

Dear Eminho696,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

Since I specified and sent the necessary documentation that my cards used to add funds are virtual cards generated by my home banking and therefore I do not have physical possession of those cards, I requested the withdrawal via bank transfer by sending all the requested documents again, pay slip, bank statement, documents certifying the ownership of the cards generated in my name and all other various documents requested, as soon as I send the withdrawal request shortly after they send me an email that my withdrawal has been rejected and ask me for other documents, always the same procedure I can't take it anymore I sent all the documents and ask that these problems be resolved because the winnings are legitimate and it would help me a lot to have this money, and for weeks I've been trying but nothing I don't know what to do anymore

Siccome ho specificato e mandato la documentazione necessaria che le mie carte usate per aggiungere fondi sono carte virtuali generate dal mio home banking e quindi non sono in possesso fisico di quelle carte , ho chiesto il prelievo tramite bonifico inviando nuovamente tutti i documenti richiesti , busta paga, estratto conto , documenti che attestano l’intestazione delle carte generate a mio nome e tutti altri vari documenti richiesti , appena invio la richiesta di prelievo poco dopo mi mandano una mail che il mio prelievo è stato respinto e mi chiedono altri documenti , sempre stessa procedura non ne posso più ho inviato tutti i documenti e chiedo che vengano risolti questi problemi perché la vincita è legittima e mi aiuterebbe tanto avere questi soldi ,e da settimane che provo ma niente non so più cosa fare

Now they closed my account and I can't get in anymore

Adesso mi hanno chiuso il conto e non posso più entrare

Hello Eminho696

According to our records, your account was unlocked at 0.10.2024 10:59:40 (UTC) and the withdrawal was approved.

Regards

It had been approved but immediately afterwards it was cancelled due to a technical problem, the withdrawal was done again but it was rejected again, no one knows why

Era stato approvato ma subito dopo è stato cancellato per un problema tecnico , fatto di nuovo il prelievo ma respinto di nuovo non si sa perché

I did the Skype verification to verify the account, now they blocked me again and they won't let me withdraw, I will report you because you are scammers

Fatto la verifica Skype per verificare il conto , ora mi hanno bloccato di nuovo e non mi fanno prelevare , vi denuncerò perché siete dei truffatori

Thank you very much, Eminho696, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Eminho696

Can you please confirm you've been to India, according to the authorization log.

Thank you!

No I have already notified via chat that my account has been hacked because I live in Italy and it makes no sense that it is in India. I ask that the account be unblocked and my funds be withdrawn immediately because this is a violation of privacy on your part and you are criminally liable because you do not guarantee the security of the player's identity

No ho già avvisato tramite chat che ho subito un hackeraggio del conto perché io vivo in Italia e non ha senso che sia in India . Chiedo che venga sbloccato il conto e prelevare i miei fondi immediatamente perche questa è una violazione di privacy da parte vostra e siete perseguibili penalmente perché non garantite la sicurezza dell identità del giocatore

Dear Eminho696

Could you please clarify the following:

When the account was allegedly compromised, the initial withdrawal request was directed to account details A. However, after our support team reset the password, subsequent withdrawal requests were made to the very same account details.

Doesn't it seem unusual that the "hacker" was attempting to withdraw funds to your wallet?

Thank you!

Regards

Can you explain to me the meaning of the fact that I make the withdrawal but I cancel it for some unknown reason and then I write to you in chat for weeks to be able to withdraw? Are you kidding me?? Are you asking me if I am in India are you joking?? I am Italian and I live in Italy! Let's not kid ourselves, I sent and did all the checks and I wouldn't even waste time writing to you if my profile hadn't been hacked and I can't withdraw because shortly after making the request it is canceled or you make withdrawals through systems that I don't have like bitcoin!!! I played honestly and you took my money to top up without problems now you find all sorts of excuses for not paying?? I ask that my account be unblocked and the funds be withdrawn via bank transfer because it is your security problem if someone manages to clone a player's account! I have done all the necessary checks and confirmed identity as can be verified from the site so I have proceeded with the practice or I will report you to the gaming monopoly because I have lost my patience

Mi spiegate secondo voi il senso che faccio il prelievo però l’ho annullo non si sa per quale motivo e poi vi scrivo in chat da settimane per riuscire a prelevare ? Cioè mi state prendendo in giro ?? Cioè mi chiedete se sono in India ma scherzate ?? Io sono italiano e vivo in Italia! Non prendiamoci in giro ho inviato e fatto tutte le verifiche e non perderei neanche tempo a scrivervi se non fosse stato hackerato il mio profilo e non posso prelevare perché poco dopo fatto la richiesta mi viene annullata o effettuate prelievi tramite sistemi che io non possiedo tipo bitcoin !!! Io ho giocato onestamente e i miei soldi per ricaricare gli avete presi senza problemi ora mi trovate tutte scuse per non pagare ?? Io chiedo che venga sbloccato il mio conto e prelevato i fondi tramite bonifico perché è un problema vostro di sicurezza se qualcuno riesci a clonare il conto di un giocatore ! Ho fatto tutte le verifiche necessarie e confermato identità come si può verificare dal sito quindi ho procedete con la pratica o vi denuncio al monopolio del gioco perché ho perso la pazienza

Dear Eminho696

Can you kindly let us know how many devices were used by you to access the gaming account and play?

Thank you in advance!

Kind regards

I only used my iPhone to log into the account and play!!!

Ho utilizzato solo il mio iPhone per accedere al conto e giocare !!!

Dear Eminho696

Do you happen top have an Android device?

Thanks

Greetings all,

Thank you both for your replies.

Dear Eminho696,

I know you are discussing something with the casino here actively (which is not usual in complaints), so I left you to proceed until it is necessary to step in somehow. However, since you mentioned a security problem and blamed the casino, I would like to only note that it does not have to be a problem on the casino's side. If you used some easy password, it is possible someone could have guessed it correctly and tried to abuse it, which would be a problem on your side and not the casino's side. The casino is not responsible for every "hack" that may happen. Please note it was just an example.

Anyway, it makes no sense if such a person would have used the same payment method details, especially if (for example) it was verified or contained your personal details, or if it was a payment method you used before yourself. Another thing is that (for example) someone could have hacked your email, and therefore, they also could have got access to your casino account and other accounts where you registered with your Gmail account. So, now the casino needs to verify your identity and the ownership of the casino account. Therefore, since you communicate here with a completely different person representing the casino compared to the ones who replied from the casino's Customer Support, I would like to ask you to calm down and change the way of communication during further discussion with the casino representative.

Preventively, I would also recommend you change the password for your Google/Gmail account, and then once again for the casino account, if you have a suspicion someone hacked any of these accounts.

Feel free to answer the casino's last question and any other additional ones they will have.

Thank you.

Good evening, I don't have Android devices, I only have iPhones that I use to do everything! I changed my password 4 times because when I made a withdrawal via bank transfer it was cancelled and other withdrawals were started via imps or bitcoin that I have never done, that's why I'm upset and for weeks I've been sending documents and checks but they continue to block my account or cancel my withdrawal! So how do we proceed?? I'm particularly upset because I've done weeks of checks and sending documents and there's always something wrong!! I also made a Skype video call for verification and nothing, they block me and always find an excuse! So how do we proceed?

Buonasera , io non ho dispositivi Android ho solo iPhone che uso per fare tutto ! Ho cambiato 4 volte la password perché nel momento che facevo il prelievo tramite bonifico mi veniva annullato e avviato altri prelievi tramite imps o bitcoin che io non ho mai fatto per quello sono alterato e da settimane che invio documenti e verifiche ma continuano a bloccarmi il conto o ad annullarmi il prelievo ! Quindi come procediamo ?? Io sono particolarmente alterato perché ho fatto settimane di verifiche e invio documenti e c’è sempre qualcosa che non va !! Ho fatto anche la videochiamata Skype per la verifica e niente mi bloccano e trovano sempre una scusa ! Quindi come procediamo?

Can you give me an answer since I haven't received any news for days?

Mi potete dare una risposta visto che è da giorni che non ricevo notizie?

Thank you for the additional information, Eminho696, and I am sorry for the delay.

As I mentioned, I would recommend you set up a strong password and also change the password for your email inbox associated with the casino account. There should be also an option in your Google/Gmail account to log you out from all devices where you are logged in.

Dear Verde Casino Team,

Any suggestions on how to proceed? Do you have any additional questions about the user's casino account or identity?

Thank you.

I changed the passwords of both, I made the withdrawal but it is still pending and not sent and I wanted to understand the reason!

Ho provveduto a cambiare le password di entrambi, ho effettuato il prelievo ma è ancora in fase pendente e non inviato e volevo capire il motivo !

Hello,

The withdrawal will be processed according to T&Cs of the casino.

Kind regards

Good evening, I am writing again because after having requested the withdrawal via bank transfer for the umpteenth time, the request after days was changed to the payment method in ehereum that I did not request, a little while ago I received an email from verde casino telling me that if I want the withdrawal I have to give 40% to them and 60% to me!! And then you told me that I was using too bright tones??? But does it seem normal to you?? I am attaching the email

Buonasera , scrivo nuovamente perché dopo aver per l’ennesima volta richiesto il prelievo tramite bonifico bancario , la richiesta dopo giorni e stata modificata con la modalità di pagamento in ehereum non da me richiesto , poco fa ho ricevuto una mail da verde casino dicendomi che se voglio il prelievo devo dare 40% a loro e io il 60% !! E dopo mi avete detto che usavo toni troppo accesi ??? Ma vi sembra normale ?? Vi allego la mail

Dear Eminho696,

Can you provide us with the same screenshot but with the sender's and receiver's email clearly visible in the screenshot?

In addition, can you provide us with screenshots of your withdrawal via bank transfer and someone else's ETH withdrawal, with the necessary details, from the cashier section of your disputed casino account?

Thank you.

Dear Eminho696,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without providing the requested.

Thank you very much, Verde Casino, for your help and cooperation!

Best regards,

Branislav, Casino.Guru