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

Hello. I'm having trouble with my Verde Casino account. I'm a player from Belarus.

Registered on the website on April 11, 2026.

Throughout the period from 04/11/2026 to 06/24/2026, I made numerous deposits totaling approximately $31,000.

There were also withdrawals (with their own difficulties) totaling approximately $14,700.

On June 24, 2026, right while logging in to the site, I was kicked out of my account and received an error that the user was blocked.

When asked in the chat, support replies that users from Belarus are prohibited from playing, even though this isn't stated anywhere in the rules. When asked why the rules aren't mentioned anywhere, they cite the fact that the information may be updated later. And they reserve the right not to notify users. But then the question arises: why is the account blocked before the rules are updated on the website? Moreover, I haven't received any notifications, other than the cancellation of my current withdrawal request for $5,000.

When registering, I also asked support if I could register from Belarus. They answered yes.

Please note that the rules on the website indicate that the last changes to the rules were on 02/25/2026.

That is, there was no way I could have broken the rule regarding prohibited countries.

Also, on April 12, 2026 (the day after registration), I successfully passed KYC verification. No further questions were raised. And no further questions arose throughout my entire playing period on the site until June 24, 2026.

The site's support team also responds in other chats that users from Belarus are not prohibited from playing on their site.

I also have a screenshot of the profile of another Belarusian user of this casino, whose account is not blocked. This means he (the other player from Belarus) can log in to the site and play without restrictions.

The website's support team also responded that the rules are not retroactive. This means I didn't violate anything at the time of registration, and until the rules on the website changed.

I believe the account block is unjustified and a deliberate attempt to make life difficult for the player. This could lead to subsequent denial of withdrawals or even confiscation of the balance.

If their rules have indeed changed and there was an error replacing the information on the website, then I ask you to help me restore access to my account and withdraw the remaining funds, as is usually required when the rules change.

In any case, I ask you to help me understand this situation and help me gain access to my funds, as well as subsequently withdraw them from the casino.

I have numerous screenshots of my conversations with support, and I'm willing to provide them all. I'm also willing to provide any information that might help resolve this issue.

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.

Dear glazun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me a few questions so I can better understand the situation.

• What country did you specify in your player profile when registering your account?
• Do I understand correctly that you passed KYC verification?
• Where is your permanent residence?
• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?

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

Best regards,

Jean

1) Belarus

2) That's right, I've passed KYC verification.

3) I live permanently in Belarus

4) I didn’t use any programs or VPN to mask my IP address.

Greetings, glazun

Can you please let us know if you are SOLELY A SPORTSBOOK player?

Can you please confirm that you and your "friend" with a screenshot make sports bets at the same website?

Thank you in advance!

Regards

I don't quite understand your question. I'm a user of your site, which offers both a casino and sports betting.

The question concerns exclusively access to an account on the site.

And I don’t know if he places bets, but he had access to his account yesterday (at the time when they told me in the chat that my account was blocked due to country restrictions).

And I'm not sure if I can distribute a screenshot of his profile on the site.

Dear glazun

The question is - are you making sports bets (only) or casino bets?

Thank you for cooperation!

Regards

How does this relate to the current problem?

Dear glazun

Any chance you could possibly cooperate and answer the question above?

Thank you very much in advance!

Regards

Dear Verde Casino aka Vulkan Vegas

If you're genuinely interested in resolving the issue, please ask specific questions. Or explain how this impacts the account being blocked due to regional restrictions.

I respond quite quickly, unlike your service.

Dear glazun

Unless you agree to cooperate, we are afraid there is not much we can do.

Regards

Dear Verde Casino

I sincerely do not understand why you are ignoring the other facts I have provided, as well as the current problem, which is related solely to the blocking of access to the account due to regional restrictions.

In my opinion, the question: "Do I bet on sports or play at a casino?" is in no way related to the topic of "account blocking due to regional restrictions."

You've issued an ultimatum, ignoring my question: how does this relate to the current issue? Please answer it. And since you've actively participated in the conversation, please answer the other questions in this complaint as well.

It looks suspicious on your part.

I admit that you want to try to close the complaint, since the portal is dedicated to casinos.

But, again, whether I exclusively bet on sports or played at the casino doesn't affect the current problem. At the very least, access to the account is blocked. If I had access to the account, I would be able to play at the casino and bet on sports at any time.

Greetings,

Regardless of the fact that there was no response from casino guru representative, the player's account is now fully functional.

Kind regards

Greetings

I confirm. Access to my account has been restored.

Thank you all for your support and assistance.

I've submitted a withdrawal request. I hope there won't be any issues in the future and withdrawal requests will be approved.

Dear glazun and Verde Casino,

Thank you both for the update.

I appreciate the confirmation from the player that access to the account has now been restored. This is a positive development and addresses the primary issue raised in this complaint.

From the player's perspective, the concerns were understandable. The account was suddenly blocked with an explanation related to country restrictions despite the player having registered using their real country of residence, successfully completed KYC verification, and continued playing for over two months without any apparent issues. Under those circumstances, it was reasonable for the player to seek clarification and assurance that their remaining funds would remain accessible.

From the casino's perspective, I also understand that additional questions may have been necessary to determine the exact circumstances of the case. However, when requesting information from a player, it is always helpful to explain how the requested details relate to the investigation. Doing so avoids unnecessary misunderstandings and encourages better cooperation.

I would also like to address the player's concern regarding potential changes to country restrictions. If a casino decides to stop accepting players from a particular jurisdiction, it is generally good practice to notify the affected players in advance, whenever possible. Providing reasonable notice allows players to access their accounts, request withdrawals of any available balances, and conclude their relationship with the casino in an orderly manner before access is restricted. Such an approach promotes transparency and helps prevent unnecessary disputes.

Since the account has now been fully restored and the player has confirmed that access has been regained, it appears that the matter which prompted this complaint has been resolved. As the original issue has been resolved, I will now proceed with closing this complaint as resolved.

The player has indicated that a withdrawal request is currently pending. I trust the casino will process it in accordance with its standard procedures. Should any new issue arise specifically regarding the withdrawal, it can be assessed based on the relevant facts.

Thank you both for your cooperation throughout the investigation.

Best regards,

Jean