Verde Casino - Player's account has been closed.

I verified my account on Verde Casino and everything was approved. Not on review, approved. Until I decided to withdraw my funds in which case I received an email that my request was rejected and when I tried to log in the casino my account was locked.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you contacted customer support to ask about the reason why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, to spare you some trouble they asked me proof that I was in Iceland the days the withdrawal request was made. Could you explain to me why?

I cannot contact directly customer support because they locked me out of my account. And no, I didn’t use any bonus

Could you please confirm if you have used any VPN or IP-masking software to access the casino website?

Additionally, could you specify your country of residence?

Finally, have you recently traveled to Iceland and accessed your casino account from there?

Dear Paraskevyo

Thank you very much for your complaint

Within your profile you specified, that you are playing from Greece, is that correct?

Upon checking your account, the anti-fraud dept. discovered you were playing from Iceland.

You were unable to confirm that.

Would you kindly collaborate re the issue?

Thank you in advance!

Dear Paraskevyo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.