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.
Verde Casino - Player's account has been closed after large winnings.
Opened
Current status
Waiting for player to reply
11d 15h 19m 30s
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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3 weeks 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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3 weeks 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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3 weeks 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
Automatic translation:
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3 weeks ago
Greetings,
The player was requested to provide extra documents.
Relying on player's cooperation to proceed with payouts.
Regards
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3 weeks 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
Automatic translation:
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3 weeks 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.
Automatic translation:
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2 weeks 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.
