Verde Casino - Player's withdrawal is delayed due to account blocking.

I registered on the site 1 year ago. Everything was fine. Deposit and withdrawal. The withdrawal was blocked because they asked for additional documents to upload, which I did. Then they asked me to wait. In the meantime, I continued to upload money and play and then I won. I contacted the online chat to ask how long I still had to wait, since several weeks had passed and I would like to withdraw money. I received an email saying that they had checked the data and my name did not match, to correct it. I tried to do it but this option was inactive. I contacted them again on chat and reported it. I received the answer that they would manually change it.

Then I received another email saying that I had broken a rule and was blocked. I was starting to really not understand things. How did a document request become a rule violation?

Until I won, the casino did not inform me or warn me that I could not use my own name in abbreviation. (Veronika M) This is how they accepted everything 1 year ago. My ID card and all other documents were uploaded and accepted.

I finally got an email from them saying they are so generously giving me 100,000 HUF instead of 1,300,000 HUF and I can stay. Of course I don't accept it because I didn't cheat! I uploaded all my data in real time. Documents and papers. Only my name was abbreviated. And interestingly enough, they only had a problem when I won. I played without any warnings until now. What happens then?

Dear Veronika.M,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve experienced with your account and withdrawal.

To better understand the situation and proceed with the investigation, I’d like to ask you a few additional questions:

1. Can you confirm the exact amount of your last successful withdrawal before the current issue occurred?
2. When you registered your account, did you enter your full legal name or was it abbreviated (e.g., "Veronika M") from the start?
3. Have you received any confirmation from their support team that your documents were accepted, either now or in the past?

If you have any screenshots or email communication from the casino regarding the document request, name discrepancy, or the blocked account, please feel free to forward them to petronela.k@casino.guru so we can review them in full.

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.

Dear Petronela!

I also wrote to the email address provided, but I would like to share the current status publicly. My account has been unlocked. I am currently waiting for payment! If it happens, I will notify you on all forums.

Dear Veronika.M,

Thank you very much for the update.

I’m really glad to hear that your account has been unlocked — that’s a positive step forward!

Please do keep me informed about the status of your payment. Once it’s successfully processed, feel free to let us know here or via email. Hopefully, everything will go smoothly from this point onward.

I’m keeping my fingers crossed for a quick resolution.

Thank you again for keeping us in the loop.

Dear Veronika.M,

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.

sorry, I didn't see the post. The prize distribution was completed on Thursday. It was very complicated and lengthy.. but it was resolved! From my side, the complaint can be considered closed. thank you

Dear Veronika.M,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru