The player from Hungary faced a withdrawal issue with VerdeCasino, which wanted to confiscate his 80,000 HUF winnings due to a minor registration error, despite having verified his legal age with valid ID. He believed this was an unfair punishment as the discrepancy was caused by an autofill error, and he requested help in mediating the situation to receive his funds. Upon review, we determined that the account had been created while the player was underage and with incorrect birth date information, which was a fundamental registration requirement. Although the player was verified as an adult during KYC and all winnings occurred after he turned 18, the initial breach at registration led us to consider the casino justified in voiding the winnings and limiting the resolution to a refund of deposits. The player was advised to proceed with withdrawing the deposit refund, as this aligned with standard industry practice.
Verde Casino - Player's winnings are being confiscated.
Unjustified complaint
Amount: 78,000 Ft
Verde Casino
Safety Index:Very highCase summary
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Hello,
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 kindly confirm if you have entered all of your personal information accurately during the registration process?
- Additionally, could you please clarify the reason the casino is accusing you of providing false information?
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,
It is pretty obvious for the casino - the player violated some of the most crucial terms:
6.1.1. You are not under the age of 18 or any legal age required for gambling or gaming activities under the law or jurisdiction that applies to you;
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.
As the matter of fact, the player was 16 years old at registration, and that is despite the fact that he entered a misleading data. There only one option - refund of the deposit, which is 13k.
Player may proceed with the request.
Regards
Dear Attila
I acknowledge the casino's response, but I disagree with their decision to only refund the deposits and void the winnings.
1: Legality at the time of winning: I turned 18 in October 2025. My winnings of 78,000 HUF were generated from December 2025, onwards during several sessions while I was already a legal adult. I was not a minor when the bets were placed and the funds were won.
2: Proportionality: While I understand I made a mistake during registration (Autofill), I believe that confiscating 65,000 HUF (the profit) is a disproportionate punishment. The casino accepted my deposits and allowed me to play as an adult without any age verification at the time of the December sessions.
I would like to ask CasinoGuru to continue the mediation. I am a verified adult, and the casino suffered no loss or legal risk during my December gameplay. I believe the fair resolution is to pay out the full balance."
Best Regards,
[Redacted]
Dear Player, thank you for your response.
Could you kindly confirm if you were of legal age when you created your account at Verde Casino?
Additionally, could you kindly clarify which data was entered inaccurately during the registration process?
Thank you for your cooperation.
Dear Attila,
Thank you for your questions. I want to be completely transparent with you:
Regarding my age at registration: No, I was not of legal age (18) when I created the account in early 2024. I was 16 at that time.
Regarding the inaccurate data: The Birth Year was entered incorrectly. As I mentioned before, this was due to a browser Autofill error on a shared device, which I didn't notice during the quick registration process.
However, I would like to highlight a very important point: I did not use the account for any significant play until I turned 18 in October 2025. The deposits and the current winnings of 78,000 HUF all occurred in December 2025, when I was already a legal adult.
The casino has since verified my real ID and accepted it. While I made a mistake at registration as a minor, the actual gambling activity that led to this balance was done by me as a verified 18-year-old. I hope that CasinoGuru can mediate a fair solution, as the casino allowed me to deposit and play as an adult before confiscating my winnings.
I appreciate your time and your help in investigating this matter. Thank you for your cooperation.
Best regards,
[Redacted]
Dear Player, thank you for your response. Could you please confirm when did you pass the KYC verification in this casino? Was it while you were still underage?
Additionally, have you received the refund of your deposits from the casino?
Thank you in advance for your reply.
Dear Attila,
Thank you for your questions. Here are the details:
KYC Verification: I completed the full KYC process in February and early March 2026. It was done in four separate stages (providing ID, selfie, proof of address, etc.). I was definitely NOT underage during this process, as I have been 18 since October 2025. The casino reviewed my official documents, saw my real birth date, and successfully verified my account while I was a legal adult.
Refund: No, I have not received any refund of my deposits (13,000 HUF). The casino only mentioned this as an 'option' in their reply to you, but they haven't actually initiated any transfer or asked for my details to send the money back.
It seems the casino was perfectly fine with my account and my age during the verification process in February/March, and they only decided to void my winnings once I actually tried to withdraw the 78,000 HUF.
Best regards,
[redacted]
Dear Player,
Thank you for your detailed responses and for clarifying the timeline.
After reviewing all the available information, I’m afraid we won’t be able to support your claim in this case. The key issue is that the account was created while you were underage and with incorrect date of birth information. Even though this may have been an honest mistake, providing accurate details during registration is a fundamental requirement, and the responsibility lies with the player.
We understand your point that all gameplay and winnings occurred after you turned 18 and that your account was later successfully verified. However, from our perspective, the initial breach at registration is decisive here. In similar cases, casinos are generally considered justified in voiding winnings and limiting the resolution to a refund of deposits.
For that reason, we recommend proceeding with the withdrawal of your deposit refund. While we understand this feels unfair, the casino’s position is consistent with standard industry practice.
Going forward, please make sure all details are correct before playing. If you ever notice an error on any account, it’s important to resolve it with the casino before depositing or gambling, otherwise you risk losing any balance during verification.
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 any issues with this or any other casino in the future.
Best regards,
Attila
