Complaint #71 Verde Casino

Unnecessary delay

By Agota2020

1 week ago

I submitted all the requested documents, which were also accepted today, as shown in the attached screenshot. Then my withdrawal was cancelled again, and they are asking for the documents that I had already submitted again. Under normal circumstances, I would have no problem with this, but I submitted them yesterday and they were approved.

They do not respond to emails, and the live support chat either gives completely irrelevant answers or does not provide any specific information about anything.

If they specifically name the documents they are requesting again and explain why they are asking for them again one day later, then I will gladly submit them again without any problem (I have already done so, but since then they have not been accepted).

I am starting to get a little fed up with the fact that I can lose 15 deposits in half a day, and then when I finally manage to win back some of my losses, they delay the process in every possible way.

I kindly ask Verde Casino to specifically name the documents and explain why, after they were accepted, I have to submit them again a few hours later.

The amount of my withdrawal is HUF 400,000, but my complaint is primarily about the unnecessary complication of the verification process and the lack of clear and specific communication.

Disputed Casino Verde Casino

Reason Verification issues

Amount Ft400000

Discussion

Agota2020

4 days ago

The verification process is still ongoing, which is simply unbelievable. They blame the increased traffic, yet even on top casino sites, where the traffic is probably much higher, the entire KYC process takes just a few minutes.

Last week, they asked me to take a selfie with the website visible in the background. They then rejected the first picture without sending me any email or notification about it, and I still haven't received anything from them to this day. However, I uploaded new, clear pictures from multiple angles, so there should be no reason for them to have any issues with them.

It's absolutely nerve-racking how they are so obviously dragging this process out. First, they approve one document, and then the very next day they ask for another one. Why can't they just request everything at once?!

Of course, the live chat still can't provide any concrete information and does nothing but copy and paste generic responses.

It's so disappointing that no verification was required when I was losing more money than the amount they are currently withholding from me for over a week.

If they are so unwilling to pay out my winnings and are just looking for some dishonest, shady excuse to avoid doing so, then they should refund my deposits instead. It's about time they got their act together.

At first glance, it doesn't seem like a bad site at all. It has plenty of games and a nice design, but this painfully slow process is absolutely outrageous.

It's 2026, and practically everywhere else, withdrawals are processed within a day at the latest.

AskGamblers

• Support Team

4 days ago

Dear Verde Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Agota2020

1 week ago

They deliberately keep asking for new documents every single day just to drag things out. Yesterday, they asked me to take a selfie in front of the website while holding my ID, and I already sent it yesterday. I wonder what they’re going to ask for today.

This stalling tactic that these casinos use is getting so frustrating and ridiculous. Why can’t they just ask for all the required documents at once? Why does everything have to be requested separately?

They make me feel as if I’ve done something wrong, when in reality, they should have paid me my money a long time ago!

Agota2020

1 week ago

Since yesterday, all of my documents have been marked as “Accepted,” but my payment has still been pending ever since, and I have not received any email or anything else confirming that the documents have been accepted. I have been waiting for my money and for the documents to be approved for days now, but it seems that you are still deliberately dragging out the process. Until my payment is approved, I will not play again. I believe that if all of the documents are already showing as “Accepted,” then it is time for my payment to be approved as well.

Verde Casino Complaint Stats

Resolved 17 / 22

Avg. Amount $1,502

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Verde Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Verde Casino Complaints

See all complaints for this casino

Withdrawal delayed beyond the stated approval period

I am submitting a complaint regarding my withdrawal of USD 3,160.60 from Verde Casino, requested on September 30, 2026. As of October 9, 2026, the withdrawal remains marked “New”, and I have not received the funds.

My account verification is complete. Clause 8.14 of Verde Casino’s Terms and Conditions states that withdrawals within the applicable amount range will be approved within a maximum of five working days, excluding weekends and holidays. Seven weekdays have now elapsed since the day after my request.

I have repeatedly contacted live support and asked:

Whether the withdrawal has been approved;

What is causing the delay;

When the withdrawal will be processed.

Support has only stated that an internal request was submitted and forwarded for review, asking me to continue waiting. They have provided no confirmation of approval, specific explanation for the delay, or processing date.

This is a recurring issue: previous withdrawals were also delayed beyond the stated timeframes, although they were eventually paid.

I request AskGamblers’ assistance in obtaining approval and payment of this pending withdrawal, together with a clear explanation of the delay and a concrete processing date.

I am providing screenshots showing the pending withdrawal, completed account verification, clause 8.14, and my correspondence with support.

Unresolved

$3,161

1516 euro conflict

Hello AskGamblers Team,

I would like to file a complaint against regarding the blocking of my account and confiscation of my balance.

The casino claims that I violated bonus terms by placing bets on more than one outcome within the same event. However, my betting activity has always followed the same consistent pattern since my account was created. Similar repeated bets can be found throughout my betting history.

The casino had also previously processed my withdrawals while I was using the same betting style, without any warnings, restrictions, or indications that my activity was considered problematic.

I requested my complete betting history, bet logs, timestamps, and details of the alleged violating bets so I could properly review the case. However, the casino informed me that providing my own betting records may take up to 60 days, which I believe is an unreasonable delay for a fully digital platform.

At this time, the casino has not provided:

- Exact bets considered violations
- Complete betting records
- Detailed explanation of the confiscation decision
- Sufficient evidence supporting the account block

I kindly request AskGamblers to investigate this matter and ask the casino to provide complete evidence and transparency regarding their decision.

Thank you.

Unresolved

€1,516

Withdrawal delayed and no info

Hi,

I`ve made a withdrawal on 14.04.2026 at 21:55. As the T&Cs said, I have to wait a maximum of 5 working days for my request of 3500 EUR to be complete.

I did wait, and now it's been past that time, and support isn't giving me any clear information about the delay or when exactly the withdrawal will be made.

I made multiple deposits and withdrawals before; there were no problems, but now, when the sum is bigger, there are delays.

Dont know where to ask for help, so I'm here.

I can provide all the information needed from my side.

Hopefully it will be resolved asap.

Resolved

€3,500

Withdrawal via crypto is blocked

Withdrawal via crypto is blocked; bank transfer is illegal in my country

I am filing this complaint against Verde Casino regarding a withdrawal issue. I made my deposit using cryptocurrency, but now the casino refuses to process my withdrawal back to my crypto wallet.

The support team informed me that cryptocurrency withdrawals are disabled for my account and suggested that I use bank cards (Visa/MasterCard) instead. However, I have repeatedly explained that in my country of residence, banks are strictly prohibited from processing transactions to and from online casinos. Any attempt to withdraw via bank card will result in the transaction being blocked by my bank.

I have followed the "closed loop" rule by requesting a payout via the same method I used for deposit (crypto). Since this is the only viable method for me to receive my funds due to local banking regulations, I believe the casino's refusal is unfair and results in my funds being withheld.

I have screenshots of my deposit history and the chat transcripts where the casino representative confirms they are intentionally blocking crypto payouts for me.

Resolved

My account is blocked with a balance

Account blocked after successful KYC and video verification – Verde Casino refuses to pay $750

Hello AskGamblers Complaint Team,

I am writing regarding my blocked account at Verde Casino (verdecasino1811.com).

Situation:

On March 30, 2026, my account was blocked with a balance of $750.

Initially, the casino claimed my documents were “photoshopped”.

After that, they requested video verification.

The video verification was successfully completed, but the casino still refused to unblock the account and stated that “the player did not pass video verification” and the account will be blocked forever.

I have provided all required documents and successfully passed KYC. I also completed the video verification as requested. I am ready to provide the video recording again immediately upon request or undergo any additional verification.

Despite this, the casino continues to block my account and refuses to pay out the funds that belong to me.

I have already submitted this case to < external link removed > and am providing all necessary evidence.

I kindly ask you to review this complaint and help resolve the issue with Verde Casino (Wiraon B.V., Anjouan license).

I am ready to cooperate fully and provide any additional information or documents required.

Thank you.

< personal information removed >

Amount locked: $750

Date of blocking: March 30, 2026

Rejected

$750

Payment declined for no reason

Hello AskGamblers team,

I am submitting this complaint against VerdeCasino regarding a failed cryptocurrency transaction that has not been refunded, and a system issue that is blocking access to my remaining funds.

On May 18, 2025, I attempted to deposit 26.25 USDT to VerdeCasino by scanning a QR code provided on their withdrawal page prompt. The transaction was sent via Gate.io, and blockchain confirmation shows it was successfully received at the address provided by VerdeCasino (Transaction Hash:

0x78c5838abb648a376abf26d51be422dc47a4bccbaf8e16a53fe1966e70f812e9).

However, the transaction was declined on their system, and despite repeated contact with support, the funds have not been refunded to my crypto wallet or returned to my balance. There is no clear reason provided for the rejection.

Adding to the issue, I am experiencing a technical error in my account:

My account balance shows $0.00 across all sections (real, bonus, live).

Yet, when I attempt to withdraw, the system blocks me with a message saying:

“To wager your deposit in full, please make bets for at least USD 6.86.”

This is contradictory and has completely locked my funds, even though no bonus was manually activated and no balance is visible.

Attached Evidence:

Gate.io transaction confirmation

Blockchain TXID and BscScan record

VerdeCasino account balance showing $0 with a wagering block message

Chat screenshot with support

Deposit QR code and prompt image

I kindly ask AskGamblers to review this case and mediate a full refund of my missing deposit and unlocking of my account. I'm sorry, but I am depositing money to enjoy my time,e not to make myself a beggar and money collector

Thank you in advance for your assistance.

Patrick

Unresolved

$26

My account is verified, but the casino is delaying withdrawals

My account is verified, but the casino is delaying withdrawals. I requested withdrawals for 3558 eur in total. The first withdrawal was requested 11 days ago, the second one - 8 days ago. According to terms and conditions, the withdrawal processing might take up to 5 business days. In livechat I was informed that the deadline for withdrawals is Friday and both should be processed by then. When I contacted support on Friday, all they told me is that I have to wait and they cannot give specific time frame how long it will take. I hope askgamblers can help me.

Resolved

€3,558

Withdrawal of rejected money KYC delayed

Even though all my KYC verification documents have been approved my account is still unverified after 17 days, and my payment has been declined.

The payment amount has been returned incomplete to my account balance, attached is a screenshot of this, as well as my declined payment and the KYC verification page where all my KYC verification documents have been approved but still my account is still unverified and my withdrawal is still unprocessed after 16 days even though the withdrawal amount is not too large to justify this delay.

Additionally I add all my betting history with their respective IDs, I kindly request the processing of my withdrawal for the total amount that had been requested to VerdeCasino to be processed by Astropay. I remain attentive, thank you very much.

Resolved

$422,900

Payment issue

Hello, I see that my report was rejected because it was written in French, so I apologize. The complaint I want to present, and I hope you can help me resolve it, I requested a withdrawal of €4000, and they sent an email asking for identification documents, such as identity card, bank card, proof of salary, etc., and I sent it , and to this day I'm waiting for my money. I've been in this impasse since 12/07/2024. I already communicated with support, the first time, they replied that the documents were under analysis, once completed, that they would proceed with payment, but nothing. Then I sent 2 more emails, but without response. I play on other platforms (bacanaplay and casino rewards), and I don't have any problems. Can you help me resolve this issue? Thank you

Resolved

€4,000

Intentionally delayed payment and verification

Verde casino is intentionally delaying my withdrawal and verification of documents. I uploaded my documents over 2 weeks ago and they were not even looked at until after 10 days. I was told after 10 days the reason they weren't looked at because it was my responsibility to inform them that I had uploaded my documents for verification which is ludicrous. After that, I started receiving emails every single day asking for repeated documents that I had already turned in they kept asking for a picture of me holding my ID I sent in over 10 pictures holding my ID all crystal clear and legible but they continued to ask for the same thing over and over. When I push the issue on 11.28 I was told by customer service agent named Daniel to send in one final pic and he insured that my withdrawal would be paid after that. Here on 11.29 I receive an email asking for another repeated document showing my residence. I have documented all correspondence and can show them intentionally delaying and trying not to pay out my $1,000 withdrawal.

Resolved

$1,000