Verde Casino - Player’s account has been closed without explanation.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• 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?
• Have you managed to withdraw winnings from the casino in the past?
• Could you please share with me your communication with the casino regarding the issue when attempting to resolve the issue? 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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear x2dsc7yk7f95

Can you please clarify where you are based and where the gaming is performed from?

Regards

Hello Tomas,

Thank you for your follow-up.

I am based in Kosovo, where I live permanently with my family. All of my gaming activity on VerdeCasino was performed from within Kosovo as well — mainly from the cities of Istog and Peja, using either home WiFi or mobile internet.

I have never used any VPN, proxy, or other method to change or hide my location. I believe that one of the internet providers I used might have assigned an IP address that was mistakenly registered to Albania, but I was never physically outside Kosovo during my time playing on the casino.

Please let me know if you need any further clarification.

Best regards, 

*****

Thanks to both parties for your reply.

Have you received any updates regarding the status of your account and ability to withdraw your winnings since your last reply?

Please let me know.

Hello Tomas,

Thank you for your message.

Since my last reply, I have not received any meaningful update from VerdeCasino regarding the status of my account or my ability to withdraw my winnings. My account remains locked and I am still unable to access the €4001 that I had in my balance at the time it was restricted.

As I explained earlier, VerdeCasino had fully verified my identity when I first registered. I deposited, played normally, and accumulated my winnings without any issue or warning. However, once I attempted to withdraw my funds, they suddenly closed my account and started requesting unreasonable documentation — even though they had already accepted my Kosovo ID and documents, and had no issue with my location when I deposited.

I have always played from Kosovo, sometimes from Pristina and sometimes from Istog, but I have never used a VPN or accessed the account from a restricted region. It is not my fault if a public Wi-Fi or mobile ISP showed a different IP location at some point.

Recently, they offered to return only €400 out of the total €4001 I had in my account. This is unacceptable, as there is no explanation or justification given for withholding the remaining €3600. I believe I am entitled to the full amount, especially since it was accumulated through regular gameplay under a fully verified account.

What’s more concerning is that they allowed me to play and win without problem — and only acted once I tried to withdraw. This seems unfair and abusive.

I respectfully ask for your continued help in resolving this matter, and I kindly request that VerdeCasino be urged to either restore my account access or process the withdrawal of the funds I rightfully won.

Thank you for your support.

Best regards,

******

Hello again,

Honestly, I still don’t understand what right VerdeCasino believes they have to block my account without any prior warning — simply because I won and tried to withdraw my balance. I was never informed of any violation, and I did nothing wrong.

Now they want to keep 90% of my money without offering any valid explanation. I deposited, played, and won under fair and verified conditions. If I had lost, they wouldn’t have blocked me. But since I won, they are punishing me by locking my account and refusing to pay.

This feels completely unjust and unethical. I kindly ask you once more to help me get my full winnings back. I trust that Casino Guru will continue to support fairness and transparency.

Thank you again.

Best regards,

*****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

Thank you for your reply.

I want to clarify again that I have never accessed my account from Albania or Tibet. I am based in Kosovo, and most of the time I play from my home internet in Istog and Prishtina. Any detection showing Albania or Tibet is incorrect or caused by a technical/geolocation error (possibly related to my internet provider or VPN filters used by your system).

I have not used a VPN or tried to hide my location. All my documents were verified before I deposited and played, and I was allowed to play without any warning. Only after winning and trying to withdraw did this issue suddenly appear.

This is very concerning and feels unfair. I kindly ask for my account to be reopened and my balance of €4001 to be released, as I have followed all rules and did nothing wrong.

I hope Casino Guru will help resolve this matter fairly.

Regards,

[redacted by Casino Guru]

Hello,

The player may now withdraw the funds.

Regards

Dear x2dsc7yk7f95,

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

In the meantime, I’ve been in touch with the representative from Verde Casino regarding your issue. From what I can see, they’ve already posted their conclusion directly in the complaint thread.

Could you please let me know how your situation is progressing? Also, kindly confirm once you’ve successfully withdrawn your funds.

Thank you!

Best regards,

Kubo

Hello Kubo,

Thank you for your message. I would like to clarify that I have not yet received my funds. Verde Casino may have stated that I can now withdraw, but my withdrawal request has been pending for several days and has not been credited to my account.

I will only be able to confirm resolution once the funds are successfully received. Please keep the complaint open until this happens.

Thank you for your assistance.

Best regards,

[redacted by Casino Guru]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear x2dsc7yk7f95,

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,

Kubo