Verde Casino - Player's full winnings have been delayed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your account or the information entered in your player's profile?
• Which personal information was entered incorrectly in your player's profile, according to the casino? Did the casino specify which information was entered incorrectly? Did you ask for support?
• Which documents have you provided to the casino
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

1.No, i dont have acess to account, they locked my account, when i tried to withdraw winnings

2.My accounts name and surname was just first letters, but all other information was correct

3.I sent them my id when they asked me

4.Slots ( bigger barn house bonanza)

5.No bonus to help achieve this win, had win from my last deposit

I have proofs deposit and more screenshots, can send you via provided email

Thanks for your reply.

If you entered only the first letters instead of the full name and surname, you haven't provided full and truthful information. From our point of view and according to our fair gambling codex: https://casino.guru/guide/fair-gambling-codex-for-players

(...) you should only need to follow these rules:

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

Sadly, breaching these rules might prevent you from completing verification in any online casino.

• Have you tried to remedy the error in the personal information you entered before depositing and playing?

Please let me know.

Hello Tomas,

I understand your point, but this situation feels very unfair to me. I did try to change my name and surname in the account settings, but the system did not allow me to do it and kept showing an error.

All my other details are 100% correct – my email, bank card, transaction history, everything matches my real information. The only issue is with the way my name was entered, and now this is preventing me from receiving my winnings.

Is there any chance to resolve this somehow and still get my funds? This was actually the first time in my life I won such an amount, even though I have already lost much more before. It feels very discouraging that a small mistake like this could cost me everything.

Please let me know if there is any way to fix this issue or if you can suggest what steps I can take.

Thank you for your understanding.

I apologize; however, it's your responsibility to play with complete and accurate personal information in an online casino. If you are unable to remedy a mistake in your personal information directly, it's advisable to contact support regarding the issue.

We are powerless in confronting the casino regarding similar errors if we can't conclude that you either attempted to fix the issue before playing or that the information entered in your profile is a typo.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.