The player from Germany had won €2000 but found her account blocked after she attempted to withdraw her winnings. Despite having previously requested her account to be blocked due to a hacked email, she had been misinformed by customer service that she could open a new account with a new email address. Both accounts became inaccessible, which caused her frustration over her inability to access her funds. The Complaints Team concluded that the casino was not at fault since the player could not verify the phone number linked to her account, which was essential for identity verification and withdrawal processing. The complaint was rejected as unjustified due to a lack of supporting evidence, and the player was advised to maintain verifiable contact information in future registrations. Eventually, after the player provided a phone bill as proof of her phone number, the casino agreed to unblock the account and pay out €250, which the player accepted. The complaint was then considered resolved as the casino paid out the agreed amount and discontinued services.
Verde Casino - Player’s account has been blocked and winnings delayed.
Case closed
Amount: €250
Verde Casino
Safety Index:Very highCase summary
Translation
I won €2000 two days ago.
And I wanted to release them for payout. Then yesterday I tried to log in with the account in question and lo and behold, my account was blocked.
When I contacted them, they informed me that I probably had a second account. That's all well and good, however, logging into this account was no longer possible because I had said several months ago that I wanted my account blocked. They told me that I should verify my account, then it would be no problem to delete it.
No sooner said than done, I could no longer log in.
Then, when I decided to open another account, I contacted customer service, described the situation, and got back to them after the conversation where they told me, "You can simply register again," however, you need a new email address because your other account has been deactivated/blocked.
I did that and opened an account right away. Then I won €2000.
During the verification process, I was blocked, then the first account was reopened, only to be told it had been deleted. And then the account containing the winnings was blocked.
If I had been explicitly told that I could not register again because my account had been blocked at my request, I would have accepted that!
But the fact that I can't make deposits even though I supposedly have two active accounts is impossible; the chat where I can log in again is nowhere to be found. I wonder why... oh yeah, a scam!
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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.
- Could you please share evidence where support suggests you register another account in the casino, despite you already having one?
- Have you accepted bonuses on either account, such as a welcome deposit bonus?
- Send emails or chat transcripts or any other evidence of the incident 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
TranslationUnfortunately, I can no longer find the history, however I have a screenshot where I asked for my account to be closed because my email address was hacked and I could no longer access it. I registered with my new email address after prior agreement, which cannot be found.
I played without bonuses
TranslationIf KYC verification is so important, it should be obvious when registering that the data already exists. I didn't register with a different first name/last name/date of birth; everything was correct. Other casinos also indicate when an account already exists. Furthermore, one shouldn't be allowed to make any more deposits. It makes no sense if withdrawals can't be processed. 🤷♀️
Thank you for taking down the complaint.
Greetings,
The casino was doing the validation of data at registration, specifically checking the uniqueness of e-mail address and phone number. The player used different data for both.
That is why the system could not identify the existent account.
Regards
TranslationThat can't be right, I never used different data when registering my account. The accuracy of my data is always important to me. Could you please send me a screenshot of the data I entered that is incorrect and doesn't match the data on my ID card?
Or grant me access to the account and I'll check myself. Registering with different details makes no sense if I can't withdraw any winnings.
TranslationAnd the fact that a person changes their mobile phone number, and also an email address, because the other one was hacked, I also described and asked about that in the chats, that's perfectly normal.
If the problem cannot be solved, I would also be prepared to handle it through a lawyer, as I am not aware of any wrongdoing.
Thanks for the explanation.
Dear Casino representative,
- Could you please explain what advice would be given to the player in the particular circumstances where their email address was compromised?
- Is there any record of support giving particular advice to the player in this case?
Dear Chris949114,
- Could you please provide a more detailed timeline of events?
- When did you win, contact support regarding the hacked email, etc.?
Looking forward to your reply.
TranslationGood evening,
So the hacked email was associated with my first account, which was blocked at my request. Because of this, I asked how a new registration would work, so I contacted customer service, and they told me I could simply open a new account because my *old* one had been closed.
I can't say exactly when that was. I'd estimate about 4-5 months ago.
I couldn't log in anymore either.
I won the money about two weeks ago. The details were the same, only the email address was different. I can't remember the exact date because my account is blocked; the gentleman from Verde Casino should be able to tell you that, or you could unblock it and see it.
If I no longer have access to the first account, it is not possible to accuse me of having had two accounts.
Furthermore, they've made things easy for themselves, reopened the first account and blocked the second one, making it look as if I had two accounts the whole time, which wasn't the case.
Best regards
TranslationI sent you the log showing that my email was hacked via email; however, I cannot see the date on it.
Thanks for your patience.
You wrote:
Then, when I decided to open another account, I contacted customer service, described the situation, and got back to them after the conversation where they told me, "You can simply register again," however, you need a new email address because your other account has been deactivated/blocked.
Have you kept this conversation as evidence? Did you provide any email address when discussing this particular issue with support?
Looking forward to your reply.
Dear Chris949114
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
TranslationOkay, thank you very much, I hope so too.
Dear Chris949114,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Verde Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Verde Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
TranslationThat's great to hear, yes, very much so, I hope to hear back soon. Kind regards.
TranslationApproximately how long should one expect to take to arrive at a solution or a result?
Best regards
Hi!
Here is a deal, let the player confirm their phone number +43176**60***4 and the casino will allow continuing using the service, along with the withdrawal.
We believe it sounds fair.
Regards
TranslationThat wouldn't be a problem in itself, but unfortunately I don't currently have a mobile phone as I lost it while partying. At the moment, you can only reach me by email, since I do everything on my laptop. I also answer your emails on my laptop, and when I'm gaming, I play on my laptop. Otherwise, I could provide you with everything you need for verification. I can provide any documents you require.
I think it would be fair if they paid me the money so I could buy a new mobile phone with it.
Somehow I haven't lost hope that we can reach an agreement.
Best regards 🙂
Dear Chris949114
A payment bill for the telephone service or a contract will do just fine, no worries.
Kind regards
TranslationGood evening,
Since it was a prepaid top-up card, I unfortunately don't have any receipts for it. I topped up the monthly credit with a top-up card, which I needed for making calls. If I buy a new phone, I'd be happy to send you my new number.
If you're wondering why I had an Austrian phone number, it's because I worked in Austria, but my residence is in Germany. At the time of registration, I was in Austria for work; currently, I live and work in Germany.
Best regards
TranslationDear Verde Casino Representative,
Since we probably won't reach an agreement, and after reading all the complaints about your casino, I don't think I'll see a single cent; everything is being unnecessarily delayed! After each response, I have to wait another six days. Therefore, I would like to request that you send my transaction history from my blocked account to the email address (Gmail) listed in my account, as I can no longer log in.
Furthermore, I would probably have to verify my identity, which would cause further problems.
Best regards
TranslationI just submitted the request, and now I've been told it can take up to 60 days to receive a transaction history via email. Is there any way to speed it up?
Dear Chris949114
There are certain rules and procedures.
It will be managed in a strict accordance.
Is there anything else we can assist you with in regard to the complaint? Since first you were saying, that the phone number was changed due to some hacking activity, then - lost the phone at a party... All of this sounds a bit suspicious, don't you think?
Regards
TranslationNo, that's not true, you didn't read correctly. My email address was hacked, so I created a new one (Gmail). I lost my phone while out partying and haven't found it yet. Currently, I don't have a phone to confirm anything to you. Therefore, I'm communicating exclusively via my laptop.
As I said, confirmation by email would be no problem, nor would an ID document, invoice, or electricity bill; all would be possible.
Dear Chris949114
You opened up a new (second) account with a different e-mail & phone number.
This is prohibited by rules.
Even though - the casino showed their desire to meet you half way and payout everything, but you were not able to provide any info on the phone number.
Sorry, we were not able to help you
Kind regards
TranslationYou're right, I couldn't do that, but only because I lost my phone! I've already described everything else above, so I don't want to write it all again. However, I would like to access my transaction history from my blocked account as soon as possible.
Nice evening.
TranslationI offered to let you know when I got a new phone with a new prepaid number. But you completely ignored that. All I can offer are the options I currently have; unfortunately, I can't magically bring back my lost phone, which I would have preferred.
Dear Chris949114,
Please note that the casino is not obliged to accept every request - especially when the request lacks basic logical consistency. Verification is an essential procedure in every online casino, and the casino cannot simply accept your statement that you have changed your phone number without verifying this information.
Following your reasoning, anyone could send an email claiming to be you and the casino would be expected to pay out your entire balance without hesitation. Naturally, this is not how secure account handling works.
As the casino representative has pointed out, several aspects of your claim raise concerns: you state that you lost your phone, you are using unverifiable prepaid numbers, you no longer have access to the email address used during registration, yet you expect both the casino and us to accept - without proper verification - that the account belongs to you. Unfortunately, this is not how the verification process can function.
To regain access to your account, it is very likely that you will need to complete full identity verification, as the casino must be certain that you are the rightful owner of the account. Simply stating that you have a new phone number is not sufficient.
Thank you for your understanding.
Dear Verde Casino,
Thank you for your active engagement and cooperation in this matter. Given the circumstances - and under the assumption that the player genuinely no longer has access to the phone number you are requesting to verify - could you please clarify what options are available for the player to complete verification and update the phone number on the account?
Thank you once again.
TranslationAs the casino employee already explained, several aspects of your statement are cause for concern: You claim to have lost your phone, use unverifiable prepaid numbers, and no longer have access to the email address used during registration. Despite this, you expect both the casino and us to accept that the account belongs to you without proper verification. Unfortunately, the verification process cannot proceed under these circumstances.
I have access to the email address I used during registration, which is why I wrote that verification via the email address registered in my account (from the blocked Verde account) would be possible. Sending my documents wouldn't be a problem either. The only issue is that I can no longer be reached at the mobile phone number I provided.
Today I got myself a new mobile phone and am now reachable by phone again.
Dear Kubo
For this specific case, we can offer 250 eur to remain on player's balance, and the player will be able to continue the services.
Regards
Translation€250 out of €2000, considering that only the mobile number is unavailable, is definitely not reasonable in my opinion. Especially since I won't be using the services again after this back and forth. I'll just keep running into these problems whenever I win something.
I'd be willing to accept €1750, but not less. I'd rather wait for the transaction details and sort it out legally.
However, it still hasn't arrived.
Kind regards.
Dear Chris949114,
Do you really have no any kind of proof that the phone number in question belonged to you?
Thank you.
TranslationI have now looked through my documents again, and I don't have a letter that includes the phone number I had there.
TranslationThen you can probably add my complaint as the FIRST UNSOLVED case at VERDE Casino.
The fact that I can't verify my mobile phone number is something, too.
I'm now just waiting for my transaction history, which unfortunately still hasn't arrived.
I am of course very annoyed about this; I have not engaged in money laundering or anything illegal.
TranslationCould you please, as a gesture of goodwill, just pay me the money? I could really use it right now. I'll update my mobile number and verify my identity immediately.
You can deduct €250 from my account because I really don't have any documents with the old number anymore, otherwise I would have provided them.
I would also leave a good review.
Dear Chris949114,
I’m sorry, but I am unable to see any reason to close this complaint as unresolved or to penalize the casino, as there is no wrongdoing apparent on their part. You submitted a complaint based solely on allegations and claims, without providing a single piece of supporting evidence. The fact that you lost your phone and cannot provide documents to prove ownership of the number linked to your casino account is not the casino’s fault, and they are under no obligation to process a withdrawal without proper verification.
We can only work with concrete information and evidence, not stories or assumptions. For example, if you go to a grocery store without money, the shop assistant cannot provide the goods simply because you claim the money "disappeared" from your pocket a minute ago.
Therefore, I regret to inform you that we are unable to uphold the resolution of your complaint and must reject it as unjustified.
From our perspective, it is the player’s responsibility to ensure that they can verify the information provided to the casino during registration. Losing this ability is not something for which the casino should be held accountable.
For future reference, we recommend using permanent, verifiable phone numbers when registering with online casinos or keeping documentation proving ownership of your contact details.
I am sorry we could not be more helpful in this instance.
Hello Everyone,
We have reopened this case at the request of the player to allow for further assessment. Based on the new information provided, the player is now in possession of the phone bill linked to the phone number that was previously required for verification.
Dear Chris949114,
Could you please confirm whether you have also provided the phone bill to the casino?
Thank you.
TranslationGood evening, yes, I sent an email with the invoice to Verde Casino.
Furthermore, I have also attached the history of this complaint, where the Verde Casino representative made me the offer.
Here is a screenshot of the response from Verde Casino.
I was told my account has been permanently blocked with no possibility of reopening it.
TranslationThis was the first message to the casino.
And that was the answer:
The offer was not accepted... unfortunately, I didn't get any further...
Hello Chris949114,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationHow long will it take to get a response?
The complaint is in its final stages.
Basically, the only remaining issue is that the casino has received the invoice that was offered to me by the representative.
Now it's the casino's turn to respond....
Greetings,
The final response from the casino was provided 2 months ago:
"For this specific case, we can offer 250 eur to remain on player's balance, and the player will be able to continue the services."
Regards
Translation
You wrote to me that if I could prove my mobile phone number, you would release my money. I did this, even though it took longer. I provided you with proof of my mobile phone number and confirmed it.
And now they're referring to the message they wrote much later...
They sent the message about leaving the €250 in my player account and allowing me to continue using the services after I said I couldn't verify my phone number. I verified my mobile number, and yet they still won't pay me my money???
What does the Casino Guru representative say about this? Sorry, but this is fraud.
TranslationHonestly, I can't believe any of this... In the email they write that my account cannot be reopened because it's closed, with no way to unlock it.
Then write to me and say that once I prove my number, my money will be paid out!
And then they refer to the fact that they will only pay me €250 despite the invoice, even though the message came afterwards stating that I cannot prove my number.
And to accuse me of being contradictory? What's that all about?
Dear Jakub, please help me....
TranslationThey assumed I couldn't prove the mobile number I had, but I didn't lie to them... they accused me of giving false information, but I didn't...
So please be fair and pay me my winnings as you wrote in your offer.
Dear Verde Casino,
I understand and recall the offer made to the player to leave €250 in the account. However, as I understand it, this offer was based on the assumption that the player would not be able to verify her phone number.
In that case, could you please clarify where the remaining balance is currently held? Additionally, have you received the player’s invoice showing the phone number in question, and what is the current status of the player’s phone number verification?
Thank you.
Dear Kubo
Yes, the player's balance is safe and sound.
But we would require an official PDF document from a phone company, billing would also help.
The presented above screenshot may be easily photoshopped.
Regards
Translation>You wrote that a payment request for the telephone connection or a contract is perfectly sufficient.<
I have sent you the only document (invoice) I still have from the old account number. I don't have anything else, not even as a PDF.
And I did send an invoice that would be helpful. I don't own anything else.
Even in other casinos, this document will be accepted for verification if it is no more than 3 months old.
Dear Chris949114,
I’m sorry, but you need to understand that the screenshot you provided is not sufficient proof. As I mentioned in my earlier reply, such a document may not be accepted by the casino. That is why I asked you to provide an official PDF document instead.
Unfortunately, the fact that you are currently unable to provide acceptable proof of ownership of the phone number linked to your casino account does not shift the responsibility to the casino. The obligation to verify ownership remains with you.
In your email you mentioned that "they" sent you the invoice. Could you please clarify whether "they" refers to your phone service provider? If so, would it be possible to request the invoice in an official PDF format? Alternatively, you may forward the original email you received from them containing the invoice.
Thank you for your cooperation.
TranslationTo be honest, I've run out of patience; this whole thing has been dragging on for almost three months now. I'm just going to take the €250 the casino offered and hope that I at least get that paid out.
And that was a lesson I learned from ever having played in that casino.
That won't happen to me again.
How long will it take for the account to be unlocked so that I can withdraw the €250?
TranslationThe account is activated, the money is being paid out, it would be good if the case remains open until I have the money in my account, otherwise I will contact you again here.
I'll let you know when it arrives.
TranslationThe payout of €250 has arrived.
greeting
Hello Chris949114,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationMy account was blocked again after I had a bonus balance of €50 without any explanation; continuing to use the services was definitely not possible.
Hello,
As the amount of 252.60 EUR was payed out, there is zero (0) on player's real money balance, the casino has made a decision to stop providing the services to a player.
Kind regards
Hello there,
My name is Peter, and I will be taking over this complaint from my colleague, Kubo.
Thank you for the clarification, Verde Casino representative.
Dear Chris949114, as you have confirmed that you received the funds you agreed upon with the casino, we will consider this matter resolved. It is important to note that the casino has the right to discontinue services if all outstanding winnings have been paid out. Since this has been accomplished and you have acknowledged receipt of the funds, we will proceed to close the complaint. I understand that you may not be entirely satisfied with this resolution, but please remember that you are always welcome to reach out to us again should you encounter any issues with this or any other casino in the future. Whether you have a question, concern, or a new issue that needs attention, our team is here and ready to assist you. Thank you for your understanding.
Kind regards,
Peter
