The player from Greece attempted to withdraw money but was informed via email that they could not do so due to a ban on their account, citing an incorrect name. Despite providing correct identification details, the player was unable to access their funds. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Verde Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €51
Verde Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
I pressed withdraw and they asked for identification, everything was fine up to this point.
I received an email saying I can't make a withdrawal and I can log into my account to see the reason, but they have banned me.
They say I entered the wrong name, even though they have all my details correct (ID, bank account, card)
It's a good thing I didn't invest a lot of money and just said I'd try it with a dime.
Automatic translation:
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1 month 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.
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1 month ago
Dear DemVas89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Could you please specify what information has casino deemed incorrect?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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4 weeks ago
Dear DemVas89,
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.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
