Verde Casino - O levantamento dos prémios dos jogadores está atrasado.

The Green Casino doesn't want to pay me. I have all the withdrawal history, and now they're coming up with technical excuses not to pay anything. I have all the prints of the conversations. I just want what's mine, which is quite substantial. Thank you.

o verde casino não me quer pagar tenho o historial todo de levantamentos e agora vem com desculpas técnicas para não pagar nada tenho os prints todos das conversas. Só quero o que é meu que ê bastante. Obrigada

Dear Psct041972,

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

Today I was supposed to receive the withdrawals from 13/09/2023 and they were canceled, they are always canceled and my money is always with them, sorry and my documents are all in order.

hoje devia de receber os levantamentos do dia 13/09/2023 e foram cancelados são sempre cancelados e o meu dinheiro está com eles sempre desculpas e os meus documentos estão todos em ordem.

And they blocked my account and I can't see anything now. My account is still open with a balance of €5900 which are withdrawals that are always rejected.

E bloquearam a minha conta e não consigo ver mais nada agora. A minha conta está aberta ainda é com saldo de 5900€ que são levantamentos que rejeitam sempre.

Thank you very much for your reply, Psct041972. Have you received any explanation from the casino regarding the delayed payment or blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My situation remains the same. My balance is now at €3250 with withdrawals to be paid the casino support only makes excuses they just say to wait but so far they haven't paid anything and I don't think they will pay anything I have all the prints of all the conversations the fact is that I still don't my money. Thanks

A minha situação continua igual. O meu saldo agora está em 3250€ com levantamentos para ser pagos o suporte do casino só arranjam desculpas só dizem para aguardar mas até agora não pagaram nada e acho que não vão pagar nada tenho os prints todos das conversas todas o facto é que continuo sem o meu dinheiro. Obrigado

I've already sent everything I had by email. I don't know if the verde casino has a license. I don't think I'll ever review my money, I've never played again nor will I play until I see what they do with my money.

Já mandei tudo que tinha por mail. Não sei se o verde casino tem licença. Acho que nunca vou rever o meu dinheiro nunca mais joguei nem vou jogar até ver o que eles fazem com o meu dinheiro.

Always the same talk

Sempre o mesmo paleio

all lie

tudo mentira

Thank you very much, Psct041972, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Everything still the same

Tudo igual ainda

Hello Psct041972,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Verde Casino to join the conversation and participate in the resolution of this complaint.

Dear Verde Casino,

Can you please provide us with any reasons why the player's withdrawal requests have been rejected?

Thank you.

Best wishes,

Tomas

postponed again

adiado novamente

Dear Psct041972

According to our records, some of your requests were rejected upon your request.

As per the money being, you've made the new ones via bank transfer, and they will be approved according to T&Cs of the Casino.

It wasn't me who did it. It was you because of what is there in the print. I just did what I was told to change and order again.

Não fui eu que solitei. Foram vocês pelo que está aí no print. Eu só fiz o que me mandaram para mudar e fazer o pedido novamente.

this wasn't me

isto não foi eu

Dear Verde Casino,

It appears you've been experiencing technical issues with the payment provider, is that correct? Could you kindly let us know the expected timeline for processing the player's withdrawal request?

Thank you.

Kind regards,

Tomas

Hello,

The reason some of the requests were declined:

a) The player requested

b) The player's bank could not process the transaction (transaction via bank transfer)

Now that the player made new requests via bank transfers - all should work out.

Kidn regards

To be honest they do this to save time and not pay the players I also spent a lot of money at the verde casino I can also tell you how much I spent. They reject payments to start all over again and have more time I've been doing this for a month my documents are all correct a transfer is now from one day to the next you've never seen this anywhere if it's a legal casino if it has games Licensees must comply with people as well. I just want what is mine of justice because I invested a lot as other citizens cannot do as they please because rejecting withdrawals and then coming up with excuses is not in the regulations. I just want my money. Thanks

Para ser sincero fazem isto para empatar tempo e não pagar aos jogadores eu também gastei muito dinheiro no verde casino também posso dizer quanto gastei. Rejeitam os pagamentos para começar tudo de novo novamente e ter mais tempo já ando nisto a um mês os meus documentos estão todos certos uma transferência agora é de um dia para o outro nunca se viu isto em lado nenhum se é um casino legal se tem jogos licenciados devem cumprir com as pessoas também. Só quero o que é meu de justiça porque investi bastante como outros cidadãos não podem fazer como lhe apetece porque rejeitar levantamentos para depois vir com desculpas não está no regulamento. Só quero o meu dinheiro. Obrigado

Dear Psct041972

Once again, casino approves your requests according to TC&s.

You can go ahead and limit your gaming activity or ask us to apply any of the limits.

Regards

I never requested anything. My payment was by visa only today they canceled my withdrawals and asked me to withdraw by bank transfer again, that's what I did, my bank never rejected anything, the manager is aware of the situation. I just want my money, nothing more.

Eu nunca solicitei nada. O meu pagamento era por visa só hoje cancelaram os meus levantarmos e nadaram me novamente sacar por transferência bancária foi o que fiz o meu banco nunca rejeitou nada o gerente está a par da situação. Só quero o meu dinheiro nada mais.

Dear Psct041972

Casino does not want/need your money.

We've applied the gambling limitations, just to be sure your withdrawal gets through.

Afterward, you may request to remove them.

Regards

I have already requested my withdrawals since 13/09/2023, if I won any money or a lot or a little, I should pay because people have their own lives so I would appreciate it if you resolved it as soon as possible. Because then we don't even want to play because we have a lot of doubts. I just want what's mine for legitimacy. Just it .

Já pedi os meus levantamentos desde do dia 13/09/2023 se ganhei algum dinheiro ou muito ou pouco deviam de pagar porque as pessoas tem vida própria por isso agradecia que resolvesse ou quanto antes. Porque assim nem vontade da de jogar porque ficamos com muitas dúvidas. Só quero o que é meu por legitimidade. Nada mais .

Dear Psct041972,

Can you please update us on the amount that you requested to withdraw? Thank you.

Kind regards,

Tomas

€5250 in progress

Em andamento estão 5250€

Now how long will it take to pay me? It will be another eternity and my account is waiting for money to sort out my things. I think they should pay as quickly as possible, the green casino knows what they have to pay and if they have money that doesn't make life difficult for people where there is nothing to make it difficult or complicate. Thanks

Agora quanto tempo vai demorar a pagar me vai ser mais uma eternidade e a minha conta a espera de dinheiro para resolver as minhas coisas. Acho que deviam de pagar o mais rápido possível o verde casino sabe o que tem que pagar e se tem dinheiro que não dificulte a vida as pessoas onde não tem nada para dificultar nem complicar. Obrigado

Dear Psct041972,

Thank you for the information. As it seems everything is in order now, kindly update us once you have received the payment. I'm now extending the timer for 14 days on the information provided by the casino.

Kind regards,

Tomas

14 days but it should be sooner. I am being harmed through no fault of my own, I think the green casino should pay some in installments because life costs everyone. And the least out of respect for the consumer. Thanks

14 dias mas devia de ser antes. Eu estou a ser lesado sem culpa nenhuma acho que o verde casino devia de pagar algum em parcelas porque a vida custa a toda a gente. E o mínimo por respeito ao consumidor. Obrigado

You are the one who has been there for 14 days and understood that it had been the green casino. I'm really sorry.

Você é que está por 14 dias entendi que tinha sido o verde casino. Peço imensa desculpa.

Dear Psct041972

The transactions were approved by the casino. Unfortunately, we cannot influence the speed of money clearance. Even if you post your feedback every single minute. As we previously stated, the gambling limits were applied, so you will definitely get your winnings. Hope this clarifies.

Best regards

Dear Verde Casino,

In order to keep track of the withdrawal, can you please update us once you have processed the payment? I will now extend the timer again for the mentioned 14 days.

Thank you.

Kind regards,

Tomas

The withdrawals were all canceled again for the same reason, after all, what kind of casino is this, this is me without my money, this doesn't happen to anyone!!

Os levantamentos todos cancelados novamente por os mesmo motivo afinal que raio de casino é isto é eu sem o meu dinheiro isto não se faz a ninguém!!

Hello,

According to our records, at least one withdrawal request was processed (d9a71080-dbae-49c3-8a90-916912430b6f), can you please confirm?

As we said, we will do our possible best to find a way to withdraw your winnings, which are safe due to gambling restrictions applied.

Regards

A withdrawal of €50 was processed, which is what I still have to withdraw. But it's not in the account yet. This must have been to cover their eyes. It is not possible to understand how they do this and still say that they pay thousands of people. And me? Who am I? I'm a gamer and I've been at it for a month.

Foi processado um saque de 50€ o que é isso no que tenho para sacar ainda. Mas ainda não está na conta. Isto deve ter sido para tapar os olhos. Não dá para entender como fazem isto e ainda dizem que pagam a milhares de pessoas. E a mim ? Eu sou quem ? Sou um jogador e já faz um mês nisto.

I received this for an amount of €9000

Recebi isto de uma quantia de 9000€

Today I received €5250 in my account so it's going well but I still need the rest. Thanks

Hoje recebi na minha conta 5250€ para já está correr bem mas ainda falta o resto. Obrigado

Hello

All the withdrawals were approved by the casino.

The money should get cleared very soon.

Glad to hear you received the greater part of the winnings.

Regards

Thank you very much, Can I play again when I receive all my money?

Muito obrigado,Posso jogar novamente quando receber o meu dinheiro todo?

Yes, sure

Just let us know when you get all the money and request the deactivation of limits.

Kind regards

OK thanks

Ok, obrigado

I still haven't received everything in full. Thanks

Ainda não recebi a totalidade toda . Obrigado

Dear Psct041972,

Kindly update us only when you have received the payment in full. Thank you.

Kind regards,

Tomas

I haven't received it yet

Ainda não recebi

Dear Psct041972

Please kindly let us know which transaction was not yet received.

Thanks

The payment dates they told me were today and tomorrow!!

As datas de pagamentos que me disseram eram hoje e amanhã!!

Dear Psct041972,

Still no updates regarding the payment? Thank you.

Kind regards,

Tomas

They are studying my case.

Estão a estudar o meu caso.

Thank you for the information, Psct041972.

Dear Verde Casino,

Can you please update us on the payment status? Thank you.

Kind regards,

Tomas

Dear Psct041972

Our support will send you the proof (receipt) that the transaction was successful from our side.

Regards

Not the entirety!!

A totalidade não !!

Dear Verde Casino,

Kindly forward the proof to my email address as well. (tomas.k@casino.guru)

First, we need to verify the payment, and then we can investigate further with the player.

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

Sorry for the delay.

The e-mail was just sent.

Warm regards

Dear Psct041972,

Can you please update us on the payment status? I received evidence confirming that the transaction was processed on 26.9.2023.

Thank you.

Kind regards,

Tomas

But not the entirety

Mas não a totalidade

Can you please specify what amount is missing and what amount you have received so far?

Dear Psct041972,

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.

Dear all,

Unfortunately, even though we believe that the issue has been resolved successfully, without the player’s confirmation we’re not able to proceed with the investigation and are left with no option but to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas