HomeComplaintsVerde Casino - Player's account has been closed after large winnings.

Verde Casino - Player's account has been closed after large winnings.

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Verde Casino
Safety Index 9.4 Very high

Case summary

The player from Austria has her account blocked at Verde Casino after winning €50,000, allegedly due to 'multi-accounting,' which she denies. She provided proof of her legitimacy through support chat logs and complied with KYC requests but was denied access to verify further. The casino canceled her funds and she believes they are intentionally obstructing her verification process.

Written by Tomas
Complaint Specialist
Submitted: 24 Jul 2026
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Tomas
Complaint Specialist
Public
5 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.

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Tomas
Complaint Specialist
Public
5 days ago

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.

  • Have you saved the communication in which the support asked you which account you wish to keep? When exactly did the conversation take place? Was it before you achieved your winnings or after?
  • When did you close your original player's account and for what reasons?
  • When did you open a new account?
  • Have you provided a selfie in which you don't wear glasses? Was the selfie accepted?
  • Could you please share with me your communication with the casino regarding the issue? 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

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Verde Casino
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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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Verde Casino - Player's account has been closed after large winnings.
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