The player from Austria had €23,000 missing from his account at Casino Verde after using a bonus, and he was not receiving any responses to his emails regarding the issue. The Complaints Team had attempted to gather more information from him but received no response despite extending the inquiry period. Consequently, the complaint was closed due to the lack of communication from the player, although the option to reopen the complaint remained available for future assistance.
Verde Casino - Player’s winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: €23,000
Verde Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Hello,
I had €23,000 in my account at Casino Verde. I used the bonus and it was supposed to become real money, but suddenly all the money disappeared from my account and they aren't responding to my emails.
Request for feedback.
LG (personal info deleted by Casino.Guru)
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Dalibor1996,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your missing balance at Verde Casino and the lack of response to your emails.
To help us understand what happened and communicate effectively with the casino, could you please clarify a few points for us:
- What type of bonus did you use? For example, was it a deposit bonus, a no-deposit bonus, or free spins?
- Did the casino provide any specific reason for removing the money from your account?
- Have you received any emails or messages from the casino regarding this issue? If yes, could you please forward any relevant communication or screenshots to petronela.k@casino.guru?
- Did you meet all the wagering requirements or other conditions attached to the bonus?
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Dear Dalibor1996
Thank you for the complaint.
You opted for a Weekly Bonus, the T&Cs of the bonus clearly state:
"The maximum conversion amount is х5 the deposit amount for each cash bonus and free spins."
(https://verdecasino.com/en/weekly-bonus)
You deposited 100 EUR, thus the amount of 500 EUR (x5 from the deposit) was successfully converted onto your real money balance. All within the terms of the bonus.
In addition, it was also clearly stated within the bonus card:
Hope this clarifies.
Kind regards
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8 months ago
Dear Dalibor1996,
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.
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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
