Verde Casino - Player’s account has been closed and funds confiscated.

Hello, my account at Verde was blocked, and around 3000 PLN wasn’t paid out to me — I don’t remember the exact amount because I can’t log in.

The casino claims that "It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

The "problem" is that I never play games where it’s possible to postpone any bonus rounds and complete them later. My explanations don’t seem to matter. If this really happened, I kindly ask that they provide you with proof in the form of a record of my gameplay.

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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.

• Could you please list games or game providers that you played in the casino after you played down bonus funds, or that led to your current win?
• Could you please share with me your communication with the casino where you discussed the accusations or requested a game history, if available? Send emails or chat transcripts to my email at [email protected], 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

Hello @Tomas,

Done, I've sent you all the information to your mail.

Have a good day.

Dear AL1993

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear AL1993,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Verde Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Verde Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear AL1993

Can you please list the games you played and try to remember at which of the games you got your biggest wins?

Regards

I would love to, but as I said my account is blocked and I don't have that option. Definitely on Yggdrasil or Pragmatic, but certainly none of them had the option of "collecting" anything.

Dear AL1993

Can you try your best and remember the game (-s) of Yggdrasil, that you played.

Regards

yes, I found it in the browser history, here you go:

show me which slot allows you to collect something.

Dear Kubo,

Please kindly note the above.

We would like to send you proofs and explanations to your e-mail, if that is ok?

Regards

Dear Verde Casino,

Of course. Please send all relevant information to my email.

Thank you for your cooperation.

Greetings,

The explanations were provided via e-mail.

Kind regards

Dear Verde Casino,

Thank you for providing the additional context regarding this matter.

Dear AL1993,

Thank you for your patience while we reviewed your case. I understand how frustrating these situations can be, and I want to assure you that we examined the casino’s evidence carefully and objectively.

Based on the information provided, we must conclude that a violation of the casino’s Terms & Conditions did occur. Although I cannot disclose the specific details, the evidence indicates activity consistent with gaining an unfair advantage, and therefore we cannot consider the complaint justified.

I know this is not the outcome you were hoping for, and I’m genuinely sorry we couldn’t reach a more favorable resolution. If you ever face issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center - we are always here to support you.

Best Regards,

Kubo