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

Hello! I wanted to withdraw money from Verde Casino in USDC. The casino rejected my request, I wrote to customer service, where the moderator replied that there was a technical problem when making the payment, I should request my request again. The casino then kicked me off the site for two minutes, and I couldn't even get back in. They banned my account. At that time, I wrote to customer service again, who didn't give a specific answer about the reason for the ban, only that I was banned for illegal behavior. I didn't commit any violations. I can't copy my conversations with the moderators because the casino didn't send me a copy by email, even though I asked for it...

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Verde Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Did the casino refer to any specific terms when accusing you of illegal behaviour?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Dear Natalia,

Thank you for your help.

I only used verde casino for sports betting. (US open, e-football)

I did not accept any bonus offers.

I did the kyc immediately after registration.

When I asked why I was banned, I did not get any specific answer.

This is what they wrote:

"You have violated the terms of service, so your account has been blocked. The casino reserves the right to unblock if your balance is debited. Do you agree to this condition? The casino is ready to leave 100,000 HUF on your balance as a loyalty gift."

I did not accept this.

Greetings all,

The player is strictly a sportsbook player.

The following T&Cs were violated:

"2.13. Users are prohibited from making multiple identical bets on the same match to bypass the limits. Such actions will be regarded as rules violation and may lead to setting additional limits, restriction to place bets or blocking accounts."

Kind regards

Dear Verde Casino,

I apologize, but there was no conscious limit circumvention, if this is the problem then please void the bets that have this problem.

Thank you for your understanding

Dear Verde Casino, thank you for the clarification.

Dear player, thank you for your reply. As you may know, Casino Guru deals only with casino-related cases. I apologize, but if you have only placed bets on sports betting and your account has been blocked due to breach of sports T&C, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we cannot interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think your complaint is unjustified. It is just that we won't be able to evaluate the issue properly.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. I'm sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Regards,

Natalia