The player from Germany was frustrated with the casino's bonus policy, feeling it was unclear and unfair. After initially receiving a €12.50 bonus, she faced a €600 wagering requirement, only to have her real money converted back to bonus funds, necessitating another round of wagering. Her requests for clarification and compensation went unanswered. The issue was resolved after the player acknowledged confusion regarding the bonus amounts and confirmed that the case could be considered solved.
Verde Casino - Player is confused by casino's bonus policy.
Resolved
Our verdict
Case closed
Amount: €45
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
Translation
Hello, I'm a bit confused about the casino's bonus policy. First, I'd like to mention that they offer a lot of bonuses. But I do have something to complain about. After making a deposit, I received €12.50 in bonus money with a maximum withdrawal of €45, but I had to wager €600 before it was converted into real money. I finally managed that and was able to continue playing. Just the next day, the real money turned back into bonus money, and I had to wager another €600. I managed that too after what felt like an eternity, and suddenly, I was only getting losing rounds. When I asked why I had paid €1200 for
When I was told I had to wager the €12.50 bonus, I was repeatedly told that it was normal. But I still don't understand why the real money is converted into bonus money and the whole thing has to be wagered again with €600. Honestly, in my opinion, that's fraud and has nothing to do with fairness.
Maybe you understand this bonus policy, but I find it impossible and completely disproportionate.
I would be grateful for any kind of help. Unfortunately, I'm running into a brick wall at the casino in this regard. I thought it was an oversight and asked for a small compensation, but my request has been completely ignored. I've already spent quite a bit of money at this casino.
Kind regards, Daniela
Automatic translation:
Public
Public
5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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.
- When did the incident happen? When did you first receive the bonus, and when was the wagering requirement reset?
- Have you contacted casino support and asked for an explanation? Have you recorded the incident by taking screenshots?
- Which games have you played in order to fulfill the wagering requirements?
- Could you please share with me your communication with the casino regarding the issue and other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, 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
Sensitive attachment
Sensitive attachment
5 months ago
TranslationHello Tomas, I received the bonus on October 2nd and fulfilled the terms and conditions, and on October 3rd, the real money turned back into bonus money. I'm enclosing screenshots and hope you can see them.
The support team keeps replying with the same answer: that losing is part of the game. Otherwise, I feel like my arguments are ignored.
Best regards, Daniela
Automatic translation:
Public
Public
5 months ago
Dear DaniDani
Thank yo ufor the complaint!
But we are afraid we'll need a bit more explanations on your issue.
From the log, we can see, that you activated the bonus via redeem-code on 02-10-2025 13:33 (UTC)
The bonus consists of two parts:
a) Money bonus
b) FreeSpins bonus
The money bonus was met the bonus requirements on 02.10.2025 17:27:53 (UTC)
The amount of 29.20 EUR was transferred onto the real money balance.
From freespins you received 4 EUR, started to wager the bonus, but did not meet the wagering requirements.
---
Also, on 02-10-2025 14:53 (UTC) you activated the Weekly quest bonus, from the freespins you received 9.72 EUR in reward, but were not able to meet the wagering requirements.
Also, as part of Weekly Quest you received 15EUR of bonus money reward at 03.10.2025 01:50:27 (UTC), you were also unable to meet the wagering requirements.
Looking forward for more information from your side.
Kind regards
Public
Public
5 months ago
TranslationHello, it's about the €29.20. What I still had on October 3rd became bonus money again, and I had to wager the €600 again, which I actually managed to do. Unfortunately, I only had losing rounds after that. But because I had to wager €600 twice, my chances of winning were considerably lower, since I had been able to make winnings several times before, but unfortunately, they counted towards the €600 turnover.
Kind regards, Daniela
Automatic translation:
Public
Public
5 months ago
Dear DaniDani
We've investigated the entire gameplay after wagering the bonus. You continued playing with real money, hundreds of spins with small bet amounts, often your balance was exceeding 100+ EUR. We do not observe any abnormalities.
Would be happy to share the gameplay log with casino guru representative.
Regards
Public
Public
5 months ago
TranslationHello, the second and third screenshots show that I suddenly had to play with bonus funds again until the €600 was wagered, and that was still the same amount.
Unfortunately, I don't know how else to explain it.
As far as I'm concerned, anyone else is welcome to take a look at this.
Kind regards, Daniela
Automatic translation:
Public
Public
5 months ago
Dear DaniDani
We believe we now understand what caused the confusion:
The only time you have a balance of 28,19 EUR in bonus money - is while playing the game Money Cart 2, while wagering the Weekly Quest Bonus. After several spins, you met the wagering requirements and the amount of 26,49 EUR transferred onto your real money balance.
The amounts are very similar, so you could mix up the amounts.
But the log firmly states, that you played with real money balance after wagering the bonuses. Technically, all is valid.
Kind regards
Public
Public
5 months ago
TranslationHmm 🤔 okay, if the amounts were similar and I somehow got it mixed up, I'm sorry for giving you so much trouble. That wasn't my intention, of course.
Thanks for the clarification.
PS: The conditions are still pretty tough 🙈
Kind regards, Daniela
Automatic translation:
Public
Public
5 months ago
Dear DaniDani
No worries at all! It was a tough case 🙂
We wish you best of luck and big wins!
Can CasinoGuru consider this case resolved?
Regards
Public
Public
5 months ago
TranslationHello, I think the case can be considered solved. I'm truly sorry for causing such a mess, but honestly, I was completely confused. 🙈
Dear Daniela
Automatic translation:
Public
Public
4 months ago
Dear DaniDani,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
