Verde Casino - Player's withdrawal request has been delayed and account manipulated.

I reached a profit of approximately 78,000 RON, I made a withdrawal of approximately 72,000 RON and since then a real nightmare with this casino began. They told me that they had to do my KYC verification, during which they asked me for a picture of the card I made the deposit with. I told them that it was a virtual card and I had no way of taking a picture of the virtual card, but they sent me 6 emails asking for a picture of the card, obviously, just in the hope that I would play more. After making the withdrawal, my money did not disappear from the casino site, it remained there. Not resisting the temptation, I played approximately 20,000 RON more and, knowing that I would not be able to control myself anymore with the money there, I requested self-exclusion, having the 52,000 on my account. Hence the nightmare: after they asked me for a picture of my virtual card 6 times (I saved the 6 emails), they told me that I had passed the kyc verification, but the money was still in the account. I think I had about 40 requests to them to withdraw the money from my account, during which they told me that it was processed within 5 minutes - 96 hours, but no later than 14 days. I don't understand how this comes about... 14 days is not in the range of 5 minutes - 96 hours... but anyway. At a certain point, it didn't even matter anymore... they almost told me to my face that they would keep my money for 14 days (excluding weekends and holidays). I told them that what I was doing was not normal, when I told them that I was filing a complaint with ONJN, they told me: "we are not integrated with ONJN". I sent you the capture after such a conversation. I wonder: how can a casino operate in Romania and not be subject to ONJN rules? At least I felt safe, with the self-exclusion requested, knowing that I could no longer play. Nightmare no. 2: after almost 5 days had passed in which they kept the money in my account, I woke up to find that they had canceled my self-exclusion, without giving me a self-risk assessment form to fill out (as I know is legally mandatory). In addition, they put a 4,000 RON bonus in my account, a bonus that I did not request, I DID NOT EVEN ACCEPT, with a turnover clause of 160,000 RON (an absurd thing), so that I could no longer make a withdrawal. After so many days in which they effectively made fun of me, I realized that this cannot be a casino approved by ONJN, everything that is happening is absurd and that they will never make a withdrawal. Because after playing one hand, I had to redo the withdrawal and wait another 14 days. Obviously, you can't make a withdrawal from this casino. So, obviously, I requested self-exclusion again. Obviously, my request was ignored and I lost all my money. I sent you a pm with the second self-exclusion request, before I lost everything. Normally, they should return my 72,000 RON. The most important thing for me is for this casino to disappear from Romania, so that other people don't suffer what I suffered!

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Could you please forward the self-exclusion requests you sent to the casino, along with the casino’s responses? You may send them directly to my email address: [email protected].
• Did you specify the reason for your self-exclusion request when contacting the casino?
• Have you ever explicitly informed the casino that you were suffering from gambling addiction or gambling-related problems?
• Have you completed full KYC verification, including proof of payment method or card ownership?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika