The player from Germany had won €10,000 after submitting KYC documents multiple times but faced account blockage after requesting a €2500 withdrawal. His account was blocked without explanation 24 hours later. The blockage was identified as a mistaken suspension, and the account was unlocked after he submitted an additional verified document. The player then requested the payout of €10,000 again. The complaint was closed due to lack of further response from the player.
Verde Casino - Player’s account is closed.
Closed
Our verdict
Player stopped responding
Amount: €10,000
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 month ago
Translation
I played, won a few thousand, submitted KYC, and had to submit further documents several times.
In the meantime, I continued playing and managed to win €10,000 before all KYC documents were approved.
I requested a withdrawal of €2500 four times. 24 hours later my account was blocked without reason.
Automatic translation:
Public
Public
1 month ago
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.
Public
Public
1 month ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
- Can you please clarify when exactly your account was created and when it was closed?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
1 month ago
TranslationHello,
-My account was created on December 15, 2025 and blocked on January 18, 2026 at approximately 11:40 AM in Germany.
- I only played slots
-There was a bonus active for a short time, but I deactivated it before the big wins came.
I had €900 in my account and received a €2000 bonus, which I deactivated because €90,000 in turnover didn't seem realistic. After that, I landed a €2500 profit with a balance of around €470 and continued playing from there.
Dennis
Automatic translation:
Public
Public
1 month ago
TranslationUpdate:
I was able to contact support and it was a mistaken suspension.
The account was unlocked and I had to submit another document.
This document has been verified.
I have now requested the payout of €10,000 again and will continue to update whether the payout of 4 x €2,500 goes ahead or if it does not.
Automatic translation:
Public
Public
1 month ago
Thank you very much for your reply and the update, NotADennis. I hope you will receive your winnings soon. I will keep this complaint open until you confirm your withdrawals have been successful. Please keep me informed about any further developments.
Public
Public
4 weeks ago
Dear NotADennis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
