Verde Casino - Player’s account has been closed over a name error.

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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.

• After you noticed the error, have you tried contacting casino support in order to correct the personal information in your profile before depositing and playing?
• When did you register the account in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

 

Hello Tomas,

Thank you for your reply. Please find my answers below:

1. Contacting casino support before depositing/playing:

I tried to correct my surname in the user profile from the shortened version "Iordana" to the full surname "Iordanishvili," but the platform did not allow me to make the change, so I assumed it was just a nickname.

During the verification process, I provided all requested documents to the support team via email and live chat, including ID card, passport, bank information, and selfies with the documents. I asked if any additional information was required and fully complied. At no point was I informed that the incorrect username could lead to account closure or confiscation of my funds.

2. Account registration date:

I registered my account on 12 September 2025.

3. Games played to accumulate balance:

I accumulated my balance primarily through pragmatic slots.

4. Use of bonus to achieve balance:

No, my current balance was achieved without any bonus assistance.

Please let me know if you require any additional information or documentation. I appreciate your assistance in this matter.

Furthermore,

Name input error is not fraud

The Terms and Conditions prohibit fraud, deception, collusion, and other serious violations.

My case was simply a mistake in entering my name/surname incorrectly, which cannot reasonably be considered "fraudulent activity."

2. All documents were submitted and verified

I provided my ID card, passport, and bank documents.

This means I successfully passed the full KYC (Know Your Customer) process – my identity was fully confirmed.

3. The T&Cs do not state that a minor name discrepancy leads to full confiscation of winnings

The rules allow the casino to act in cases of fraud, but there is no explicit clause stating that minor discrepancies in name or surname must result in the complete loss of winnings.

This makes the punishment disproportionate and unfair.

4. The casino had an obligation to notify me during verification

During the verification process, when additional documents were requested, the casino could and should have informed me immediately about the name discrepancy.

Instead, they accepted the documents, and only later, after I had won, they claimed the data was "incorrect" and used this as a reason to confiscate my winnings.

5. The purpose of the rules is to prevent fraud, not to punish honest players

My mistake did not give me any unfair advantage in the games and did not cause any financial damage to the casino.

Therefore, confiscating €10,000 of winnings is unjustified and disproportionate.

6. Offering only €1,000 back is unfair and coercive

The casino’s proposal – to return only €1,000 out of €11,000 – effectively pressures me into accepting an unfair settlement.

This can be considered an unfair commercial practice.

Best regards,

David

Here is the proof of my balance.

Hello all,

The casino acted strictly to T&Cs of the casino, that were accepted at registration:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

Hope this clarifies.

Kind regards

Hello verde casino representative,

Thank you for your reply. However, I respectfully disagree with the interpretation of the Terms & Conditions:

1. The error was a typing mistake, not false information

I did not provide fraudulent or intentionally false details.

The surname was shortened to "Iordana," but my full identity was confirmed during KYC with my official documents.

2. All documents were provided and accepted by the casino

My ID card, passport, and banking documents clearly showed my true name "Iordanishvili."

If the discrepancy was an issue, the casino had the obligation to reject my documents immediately, not after I won.

3. The T&Cs allow account closure, but do not explicitly justify confiscation of winnings

Section 5.3 states that failure to maintain accurate information may result in account closure, account limitations, or voiding of transactions.

However, the casino did not close my account before or during play. Instead, they allowed me to deposit, play, and win, only later invoking this clause to confiscate €10,000.

There is no explicit clause in the T&Cs that justifies such a disproportionate penalty for a minor name error.

4. No fraudulent advantage or harm to the casino

The mistake gave me no benefit in the games.

The rules exist to prevent fraud, not to penalize players for clerical errors once their identity has already been verified.

5. The settlement offer is unfair

Offering only €1,000 of €11,000 is effectively coercive and cannot be considered a fair resolution.

For these reasons, I believe the casino’s actions are disproportionate and not in good faith. I kindly ask Casino Guru to continue their assistance in resolving this case fairly.

Best regards,

David

Additional Note (Privacy Policy Violation):

According to VerdeCasino’s own Privacy Policy, I had the right to rectification of any inaccurate or incomplete personal data. During the verification (KYC) process, I submitted all required documents, and all were marked as approved. However, instead of being provided with the opportunity to correct or clarify the alleged "surname discrepancy," my account was blocked, and my balance of €11,009.79 was voided.

Additional Note for Consideration:

I appreciate the ongoing support and review of my case. I would like to kindly highlight that, according to the Casino Guru Fair Gambling Codex, fairness and proportionality are important principles. For example, the Codex states:

"A fair casino acts transparently, applies rules proportionately, and ensures that verified players are not penalized excessively for minor errors or unintentional mistakes."

The minor registration error was unintentional, and my identity was fully verified. I hope these points can be taken into account when reviewing the situation, with the aim of finding a reasonable and fair resolution.

Thank you very much for your time and assistance.

Thank you both for your responses.

Dear player,

Please be aware that it is the player's responsibility to register and play using accurate personal information. Failing to do so may result in unsuccessful identity verification or withheld payouts, as online casinos have the right to enforce their terms and conditions regarding accurate personal information.

Using a nickname instead of your legal name is not considered a simple typo—even if it was unintentional. If you realize you’ve entered incorrect personal details, it’s important to contact support immediately to correct them before making a deposit or starting to play.

Keep in mind that once an account is registered and the information is confirmed, key personal details usually cannot be changed directly through your profile and will require assistance from customer support.

I hope this will help you prevent similar issues in the future. While we understand this situation may be frustrating, we must respect the casino’s decision in this case. To avoid such problems going forward, when it comes to online casinos, we strongly recommend always registering with your full legal name, address, etc., exactly as it appears on your official documents.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.