Verde Casino - Delayed and cancelled payout

Dear @Sandzsh,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

I made a 302€ deposit. Today received 272. Still missing 30 euros

Here are screenshot of email from casino and screenshot of email from wallet

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.

Dear SANDZSH,

Thank you for choosing to play at VerdeCasino,

We understand your concern regarding the conversion rates when withdrawing your funds via cryptocurrency. Due to the inherent volatility of cryptocurrencies, their value can fluctuate significantly within short periods of time. As a result, the amount you receive may differ from the amount displayed at the time of withdrawal.

Please be aware that the casino cannot be held responsible for these conversion rate fluctuations, as they are determined by the external cryptocurrency market and not by our platform.

Hope this clarifies.

Kind regards,
VerdeCasino

No, this does not clarifies. In May 24 price did not drop by 10%. At the time I made withdrawal, the biggest drop was 2.4%.
To be more precise, I made withdraw on 10:11 AM my local time. I received money at 1 PM. At this time of period, LTC price increased by 1.6%. So where did 30 euros go?

Hello,
We can confirm that there was no commission assigned from the casino side. The amount deducted from the balance is 302.00 EUR.
Although, casino does not cover the charges by the PSP & conversion rates.

Kind regards

Then you should check your payment service provider. This was not first time, when I withdrew LTC. Previous time I received exact amount. LTC does not have transaction fees. It is kind a suspicious that this happened after technical issues, after waiting 8 days from first withdraw attempt.

Also, it is suspicious that in one message you try to make excuses on price fluctuations, when I prove that it’s not the case, you make new excuses on your PSP. Same as your customer service, when payment is overdue

Hello,
When converting, the market's weighted average exchange rate is used, which may differ from the most popular rates, such as those you might find through a search engine or in any crypto­cur­ren­cy-­to-fiat exchange services.

Additionally, please note that the buying and selling rates differ during conversion, which may also lead to discrepancies. We are not a cryptocurrency exchange, and any manipulations with funds transfer are strictly prohibited.

Kind regards

Again looks like excuses. 3 weeks ago cash out was exactly the same I received. In what universe your PSP got that price? 10% lower than actual price in all markets. 87.36 euros for litecoin last week?

Dear Player
We've provided all the info we have.
No commission was assigned by the casino.
You may use FIAT methods to avoid any commissions.

Regards

Again looks like excuses. In what universe your payment provider got 87.36 euros for litecoin? Why that didn’t apply on previous withdrawals and deposits? Only on one, which was overdue and received after arguing with customer support?

Then your payment provider is a scam

Dear Verde Casino,

The AskGamblers Complaint Team is kindly asking you to provide evidence the player was paid the correct amount. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Thanks in advance for your cooperation.

Hello,

The proofs were just sent.

Kind regards

Dear @Sandzsh,

AskGamblers Complaint Team would like to remind you that the casino management as well as the relevant payment processor used for processing their transactions can not be hold responsible for the fluctuations of the crypto-currency involved into the dispute as well as the currency exchange. Since you already confirmed you have received the payment, and the casino presented evidence the exact amount was sent to you without any fees, we have no other choice but to close the case as Resolved.

In addition, we would like to remind you that, in case of a disagreement with this outcome, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity