The player from Germany faced an account blockage and was required to submit the same documents again, despite having successfully resolved a similar issue in the past. He expressed frustration over the repeated demand for difficult documentation. His account was unblocked, and he was able to withdraw his winnings of €1700. The Complaints Team acknowledged the resolution and appreciated the cooperation of the casino. The complaint was marked as 'resolved' in the system.
Verde Casino - Player's account is blocked again.
Resolved
Our verdict
Case closed
Amount: €1,700
Verde Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
They've blocked my account again and are demanding the same impossible documents. I've already submitted a complaint about this before, and it was successful (https://casinoguru-de.com/verde-casino-die-auszahlung-des-spielers-verzogert-3). Now the casino has done exactly the same again. I'm attaching the screenshot.
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10 months ago
Dear lolzgamer12099,
Thank you very much for submitting your complaint. I’m sorry to hear that you are once again facing the same problem with your account being blocked and being asked to provide documents that you previously explained were impossible to obtain.
I have reviewed your previous complaint, in which your account was closed after you won €877. At that time, the casino requested proof that you were physically located in Austria while playing, even though this requirement was not mentioned in their terms and conditions. You explained that you live near the Austrian border and had opened your account in Austria, but were unable to provide any documents to prove your location during gameplay. After our intervention, the casino re-evaluated the case, reopened your account, and processed your withdrawal. You confirmed to us that you had received your winnings, and the case was marked as resolved.
To help us better understand the current situation and assist you again, could you please clarify the following:
- When exactly was your account blocked this time?
- Are you currently requesting a withdrawal, or is your account blocked without any pending withdrawal request?
- Have you made any new deposits or played at the casino since your previous complaint was resolved?
Additionally, please feel free to forward any relevant communication or screenshots you received from the casino to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
Dear Petronela,
1. The account was blocked on March 24th.
2. I requested a withdrawal of €1700.
3. Yes, I've been very active on Verdecasino since then, and to be honest, I've enjoyed it quite a bit. I've deposited and withdrawn quite often. By the way: The casino requires proof that I was in Austria on March 2nd. Since then, however, several withdrawals have been approved and deposits permitted. Why are they trying the same thing again, a month later? They risk losing me, an active player.
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10 months ago
Dear lolzgamer12099
We've unblocked your account, please withdraw the funds, but you will not be able to continue using our services anymore.
Regards
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10 months ago
Hi lolzgamer12099,
Thank you for the update. I’m glad to hear that your account has been unblocked and that you are able to withdraw your funds. I’d like to thank Verde Casino for their cooperation in resolving this matter.
I advise that you follow the instructions provided by the casino, as they’ve unblocked your account for now.
Please keep me informed of any further developments. I’ll be here to assist you if needed.
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9 months ago
Translation
Dear Petronela,
I received my payout today! Thank you for your help! :)
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9 months ago
Dear lolzgamer12099,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
