The player from Finland could not access their account or games due to an issue with their phone number being deemed incorrect, which prevented account verification and withdrawals. After waiting an hour in chat for assistance, they had yet to receive a response over two hours later via email. The Complaints Team attempted to gather more information and extended the response time but ultimately closed the complaint due to a lack of communication from the player.
Verde Casino - Player's account is inaccessible due to incorrect phone number.
Closed
Our verdict
Player stopped responding
Amount: €20
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Translation
I opened a gaming account, deposited money.
I can't play any games because my phone number is supposedly wrong.
I waited an hour in the chat for help and now I've been waiting for over 2 hours for an explanation in my email.
I can't even withdraw the amount I deposited because I can't verify my account when my phone number is being slandered as incorrect.
Automatic translation:
Public
Public
9 months ago
Dear Katsku79,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've encountered.
In order to better understand the situation and assist you effectively, could you please provide the following information:
- When exactly did you create the account and make your deposit?
- Have you tried updating or re-entering your phone number in your profile?
- What message or error appears when you attempt to verify your account?
- Could you share any communication or screenshots from your interaction with the casino’s support team?
You can also forward any relevant communication or attachments to [email protected] for our review.
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
Public
Public
9 months ago
Dear Katsku79,
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
8 months 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,
Petronela
Casino.Guru
