The player from Greece had successfully verified his account but faced issues with a withdrawal due to an incorrect date of birth. The casino stated that correcting this error would require them to take money from his account, and he was frustrated as he had deposited 400 euros without receiving any funds. The casino offered to refund the 400 euros but with the condition that the player would no longer be able to use their services. The player accepted this offer, and the complaint was marked as resolved by the Complaints Team after the player confirmed the resolution.
Verde Casino - Player is facing withdrawal issues due to account information error.
Resolved
Our verdict
Case closed
Amount: €400
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 days ago
Translation
Good evening, I registered at the casino, verified the account properly, sent everything, ID with selfie, proof of address. When I requested a withdrawal, they told me that the date of birth was wrong and that if I want to correct it and put the correct one, they will have to take the money from my account. Do something because I have made a deposit of 400 euros and they are not even giving me that. I will commit suicide, I really need the money. THEY ARE STEALING ME.
Automatic translation:
Public
Public
2 days 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 days ago
Dear Arisalex1313,
Thank you very much for submitting your complaint.
I’m sorry to hear about the situation you are experiencing. From your message, it’s clear that this has been very stressful and upsetting for you, and I understand why you would like clarity on what is happening with your account and funds.
In order for us to properly investigate the matter and contact the casino with concrete questions, I need to ask you for a few additional details:
- When exactly did you register at the casino, and when did you complete the verification (KYC) process?
- Did the casino confirm your account as fully verified before you requested the withdrawal?
- How and when did the casino inform you that your date of birth was incorrect? Please specify whether this was via email, live chat, or another channel.
- Have you received any written communication from the casino regarding this issue? If yes, please forward it to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution. Without this information, it would be difficult for us to assess whether the casino’s actions are in line with their terms and standard verification procedures.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 days ago
Translation
Good evening, I am deeply upset as a theft is being committed before my eyes. I will certainly give you all the details. My registration was completed on 27-11-2025. The first thing I did was to verify my account, I sent all the necessary documents which were successfully verified. I made a deposit 3 times and the last time I won a respectable amount. So when I requested a withdrawal, they told me via email, which I will forward to you, that the date of birth indicated is wrong and that they are blocking my withdrawal and account and that if I want to unblock it, they will remove all the money from my account including the deposit worth 400 euros. I will attach a photo where my account is identified and in a different email our conversations. Please help me because I will I'm going crazy.
Automatic translation:
Public
Public
2 days ago
Hello Arisalex1313
Before we proceed with investigation, can you please let us know if you have a gambling problem?
Thank you in advance!
Regards
Public
Public
2 days ago
Dear Arisalex1313
According to T&Cs of the casino:
"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."
Casino offers the refund of 400 eur, but you will not be able to continue using the services.
Do you accept the offer?
Regards
Public
Public
2 days ago
Translation
I accept. Tell me exactly what you want me to do. Should I resend the documents?
Automatic translation:
Public
Public
2 days ago
Translation
They should unblock me and set a date so I can send my documents and request a withdrawal again.
Automatic translation:
Public
Public
yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Arisalex1313,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petronela
