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.

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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