Verde Casino - Тегленето на играча се забавя, въпреки статуса на завършване.

I am filing a complaint against Verde Casino regarding a withdrawal requested in April, which was marked as "Completed" on their system on April 17, 2026. Despite the status on the website, the funds have never reached my bank account.

I have fully co-operated with the casino's support and finance teams over the past few weeks and provided the following:

1. Complete bank statements covering the entire period.

2. An official written confirmation/email from my bank explicitly verifying that no incoming funds from the casino or their processors have been received.

The casino has provided me with a Unique Transaction Reference (UTR) number, claiming the payment is successful on their side. However, I took this exact UTR to my bank's backend tracking team, and they have verified that the transaction failed to clear the banking network and no funds exist under this reference. 

Because the UTR was generated but never settled in my account, the funds are trapped within Verde Casino’s third-party payment processor pool. The casino support continues to give me automated copy-paste replies telling me to wait, and they refuse to initiate a manual payment recall or trace with their gateway. 

Furthermore, Verde Casino lists eCOGRA on their website, but when I contacted eCOGRA, they formally rejected my case because Verde Casino is not actually registered with them for Alternative Dispute Resolution (ADR). 

I am requesting Casino Guru's mediation to compel the casino to look at their payment gateway logs, recall the stuck transaction, and credit the funds back to my player account or re-process the payout.

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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.

• Have you made successful deposits and payouts when dealing with the casino in the past?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Dear vishalbandi1729,

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