Verde Casino - Player’s account is closed and winnings are withheld.

I would like to file a formal complaint against Verde Casino.

I registered and played at Verde Casino without any issues.

I deposited funds, played normally, and successfully completed KYC verification using my correct and real personal documents.

After I won money and requested a withdrawal, my account was suddenly blocked.

When I try to log in, I receive the message: "User is blocked".

I am unable to access my account or withdraw my balance.

The casino claims that my surname was incomplete during registration.

However, this issue was never raised before.

Despite the incomplete surname, the casino approved my KYC verification and allowed me to continue playing.

The issue was raised only after the winnings appeared.

Additionally, the casino offered to unblock my account in exchange for a payment of 50 euros, which I believe is unfair and inconsistent with a serious Terms violation.

I believe my winnings are being unfairly withheld and I kindly request assistance in resolving this matter.

Important notice:

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Dear Rafal1945,

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

• Could you please advise what surname have you entered during registration and what is your legal surname?
• Was your account blocked directly after completing the KYC verification?

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,

Attila

Dear Attila,

Thank you very much for your message and for reviewing my complaint.

Regarding my surname:

During registration, I entered an incomplete version of my surname.

My legal and correct surname is [TWOJE PEŁNE, PRAWDZIWE NAZWISKO], which is the same surname that appears on my identity documents.

I later provided my correct and complete surname during the KYC verification process.

Regarding the account blocking:

My account was NOT blocked immediately after completing the KYC verification.

The KYC verification was approved successfully, and I was allowed to continue playing without any restrictions.

The account was blocked only later, after I won money and requested a withdrawal.

I hope this clarifies the situation. Please let me know if you need any additional information or screenshots from my side.

Thank you very much for your assistance.

Best regards,

Rafal1945

Greetings,

According to T&Cs:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The player provided a wrong information about themself, which violates the term above.

Please mind, this is the first player's withdrawal and the KYC was not completed.

Hope this clarifies.

Kind regards

Dear Rafal1945, thank you for your response.

Could you please advise what surname have you entered during registration?

Thank you for your cooperation.

Dear Rafal1945,

Thank you for your response.

After careful consideration, we regret to inform you that we are unable to assist you further with your complaint based on the information you have provided. Unfortunately, the fact that you did not register using your real name poses a significant barrier for us to address your case effectively.

As a result of this, we will have to proceed with rejecting your complaint. We truly appreciate your understanding in this matter. I sincerely apologize that we could not assist you more effectively in this specific situation, as our primary goal is to help players resolve their issues whenever possible.

Please remember that you are always welcome to reach out to us again if you encounter any problems with this or any other casino in the future. Whether you have a question, a concern, or a new issue that requires attention, our team is here and ready to support you.

Best regards,

Attila