Verde Casino - Player's account is closed and withdrawal is delayed.

I created an account at Verde Casino under the username ChatBall and registered with the email address [email address hidden by Casino Guru].

On August 4, 2025, I requested a withdrawal of €1000. I had already submitted all required KYC documents, including proof of identity and proof of address. The documents were accepted and there were no pending issues indicated.

However, instead of receiving my withdrawal, my account was suddenly blocked. I can no longer log in, the password reset function does not work, and Live Chat is unavailable. I also received an email informing me that all payments had been canceled, but no specific reason was provided.

I respectfully request that Verde Casino reactivates my account or at least processes my legitimate €1000 withdrawal. I have complied fully with the Terms & Conditions and KYC policy.

Please help resolve this issue, as I have not received any response or explanation from the casino.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you received any emails from the casino informing you about the reason why your account was blocked?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Which payment method did you use for depositing and withdrawing money from your casino account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Good yes slot machines no I didn't claim any bonus games I used a VISA card to top up I didn't receive any email regarding profile cancellation and I only received an email about the payout of the winnings and then an email that they rejected my winnings by sending them to the card from which I sent the winnings

I am also sending you the card number as I do not have my name on the card and I have all the top-up payments on my statement. I am sending you a receipt.

Proof that the transaction will be paid and then they blocked my account and didn't let me know anything, no email about adding data, I filled everything out as I should

Proof of rejection of the application and I can't log in to see the things they need from me

Hello,

According to our log, you've successfully contacted the live chat:

"Thank you for your patience. Your account has been blocked because you are logged in from Portugal. To unblock your account, please send proof of your residence in Portugal to support@verdecasino.com.

-yes I was on vacation in Portugal and I made a mistake there and now I'm back in Slovakia and I would like to restore my account because I also played in Slovakia and I want to withdraw my winnings"

Also, the player received the information via e-mail:

"...Now you need to wait a little while our specialists check the documents provided and we will know the details about this situation."

Regards

Here is the proof.

Greetings,

The payments are scheduled to be paid

Regards

Dear Verde Casino representative,

Thank you for reaching out and assisting the player.

Dear player,

I'm glad to hear that the casino accepted the evidence you submitted. Please let us know when you receive your winnings. Thank you for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hrabacik_15,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika