The player from Austria had her account blocked at Verde Casino after winning €50,000, allegedly due to “multi-accounting,” which she denied. 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 believed they were intentionally obstructing her verification process. We later received confirmation that her account was not blocked, extra documents were requested, and her withdrawals started being paid in weekly installments. The complaint was then marked as resolved after she confirmed that her winnings had been received.
Verde Casino - Player's account has been closed after large winnings.
Resolved
Our verdict
Case closed
Amount: €50,000
Verde Casino
Safety Index 8.9 HighCase summary
Discussion
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2 months 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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2 months 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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2 months ago
Translation
Important update for the auditor: My withdrawal request for €4,000 via Skrill was stuck in 'Processing' status all night from yesterday evening. This morning, Tuesday, the request was manually rejected by the finance department – again completely without comment or explanation.
This proves that although my account was unlocked and verified by VIP support, the finance department is now manually blocking every withdrawal of my €50,000 to retain the funds. I urge the Casino Guru team to contact Verde Casino's management directly, as I have complied with all rules and security checks. [3.1, 3.2]
Edited
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2 months ago
Greetings,
The player was requested to provide extra documents.
Relying on player's cooperation to proceed with payouts.
Regards
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2 months ago
TranslationDear Verde Casino Team.
What other documents do you need from me? I've already uploaded everything you're requesting or sent it to support via email. I contacted VIP support yesterday, and they received everything from my IP address to the question of why I want to see my private phone number on my account. I'm not getting any notification from you that you need anything else; everything is simply being rejected. Please provide the correct information regarding the documents to [email address/contact information]. anitamezei1983@gmail.com Thank you and best regards
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2 months ago
TranslationIMPORTANT UPDATE – THE FIRST PAYMENT HAS ARRIVED!
Verde Casino has officially activated and fully verified my account. The specialist department successfully completed the KYC check. Fantastic news: the first installment of exactly €4,000.00 has just been successfully credited to my Skrill account! The block is broken, and the casino is paying out. I have already requested the next withdrawal of €4,000 in the cashier section. I sincerely thank the Casino Guru team for their excellent and prompt support, without which I wouldn't have achieved this success! Please keep this case open in the system until the entire €50,000 has been fully credited to my Skrill account in these installments.
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2 months ago
Thanks to both parties for your cooperation and responses.
Dear Hungirl, thank you very much for the update.
We will keep this complaint open until you confirm that your withdrawal has been successful. Please keep me informed about any further developments.
You can choose to close the complaint as resolved yourself via the option in the complaint.
I'll set the timer to 1 month. If there are any obstacles in the meantime, please let us know.
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1 month ago
Dear Hungirl,
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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1 month ago
TranslationHello,
Oh, I missed the last sentence. Sorry.
The casino pays out once a week (sometimes payments fail due to technical problems), but it's working. I've already received more than half.
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1 month ago
Thanks for the news.
If you believe your issue has been resolved, you may mark it as resolved yourself via the option in the complaint thread.
Alternatively, please let me know the moment the casino processes your payouts in full.
Looking forward to your reply and confirmation.
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1 month ago
TranslationThanks, I'll get in touch once everything has been settled. Best regards.
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3 weeks ago
TranslationHello,
thank you for everything.
For Guru, and even though I was annoyed, for you too, Verde Casino.
Everything has been settled. Best regards.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Hungirl,
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,
Tomas
