Verde Casino - Pelaajan kotiutus viivästyy tilin sulkemisen vuoksi.

I'm trying to withdraw the money I won. I made a deposit of €55, played and won €632. I go to withdraw the money and nothing happens. They asked me that it requires identification. I did this, the identification was approved. I'm waiting for the withdrawal to be made, nothing. Then they tell me in their chat that I used a vpn, which I don't agree with. How can I use a vpn since I'm Greek and I played from Greece and I could connect normally. If a vpn came in, 100% it was a mistake. I'm sure I didn't use it and they insist. They tell me that in order to unblock my account, they should keep my winnings as compensation and just give me my deposit money back. This is very unprofessional. I've never had something like this happen to me at another casino. I NEEDED the money, I trusted them, I played and they don't give me the money. What should I do please help me.

Προσπαθώ να κάνω ανάληψη τα χρήματα που κέρδισα. Έκανα κατάθεση 55€ έπαιξα κ κέρδισα 632€. Πάω να κάνω ανάληψη τα χρηματα και δεν γίνεται τίποτα. Μου ζήτησαν ότι θέλει ταυτοποίηση. Έκανα αυτό τη ταυτοποίηση εγκρίθηκε. Περιμένω να γίνει η ανάληψη τίποτα. Μου λένε μετά στο τσατ τους ότι χρησιμοποίησα vpn πράγμα που δεν συμφωνώ. Πώς να χρησιμοποιήσω vpn αφού είμαι έλληνας και έπαιξα από την Ελλάδα και μπορούσα να συνδεθώ κανονικά. Αν μπήκε vpn 100% ήταν καταλαθος. Είμαι σίγουρη δεν χρησιμοποίησα και αυτοί επιμένουν. Μου λένε ότι για να ξεμπλοκαριστεί ο λογαριασμός μου να κρατήσουν τα κέρδη μου ως αποζημίωση και απλά να μ δώσουν τα λεφτά της κατάθεσης μου πίσω. Πράγμα που είναι πολύ αντιεπαγγελματικό αυτό. Πότε δεν μου έτυχε κάτι τέτοιο σε άλλο καζίνο. ΕΧΩ ανάγκη τα χρήματα τους εμπιστεύτηκα έπαιξα και αυτοί δε μ δίνουν τα χρήματα. Τι να κάνω παρακαλώ βοηθήστε με.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly you were playing?
• Did you play on your mobile phone, desktop computer at home, or a different device?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table 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

Dear Anastasiadmp

Sorry to hear you faced issues.

Can you please provide your account ID, so that we can investigate?

Regards

1.I have been a player at Verde Casino for almost a month. This month or the end of December I registered and played for the first time.

2. I played the casino from my mobile phone.

3.I played 2 games since I remember the first one The Dog House Megaways

( Pragmatic Play ) and the second Sweet Bonanza Super Scatter ( Pragmatic Play )

4.no bonus with my own money the profit was

Now right after your trial answer you see that he has sent a representative from Verde Casino asking me for my account details. Now is this reliable?

1.Παίκτης στο καζίνο verde έχει σχεδόν ένα μήνα. Τώρα αυτό το μήνα ή τέλος του Δεκέμβρη που έκανα εγγραφη και έπαιξα πρώτη φορά.

2.Επαιξα από το κινητό μου το καζίνο.

3.Επαιξα 2 παιχνίδια από όσο θυμάμαι το πρώτο The Dog House Megaways

( Pragmatic Play ) και το δεύτερο Sweet Bonanza Super Scatter( Pragmatic Play)

4.οχι μπόνους με τα δικά μου λεφτά ήταν το κέρδος

Τώρα ακριβώς μετά τη δίκη σας απάντηση βλέπετε που έχει στείλει λέει εκπρόσωπος από το verde casino που μου ζητάει τα στοιχεία του λογαριασμού μου. Τώρα αυτό είναι αξιόπιστο;

Won't you answer me?

Δεν θα μου απαντήσετε ;

Greetings,

We've found your account - 75181532.

We can clearly see the authoriszation and gameplay from Moldova, Germany via your iPhone

Can you please provide a proof you've been there? And the account will be unlocked in no time.

Regards

Thanks to both parties for your replies.

Dear Anastasiadmp,

• Would you be able to give an explanation regarding your activity, as requested by the casino representative?

Thanks in advance for your cooperation.

I played normally without vpn I don't understand what you mean. I played normally from my 5g mobile data. IP geolocation is not reliable proof of location. Mobile providers use dynamic IP and international routing. Please reconsider the issue.

Εγώ έπαιξα κανονικά χωρις vpn δεν καταλαβαίνω τη εννοείτε. Έπαιξα κανονικά από τα 5g δεδομένα του κινητου μου. Η γεωεντόπιση IP δεν είναι αξιόπιστη απόδειξη τοποθεσίας. Οι πάροχοι κινητής χρησιμοποιούν dynamic IP και διεθνή routing. Παρακαλώ επανεξετάστε το θέμα.

It's been so long and you still haven't answered me!!

Εχει περάσει τόσος καιρός και ακόμα να μου απαντήσετε !!

Hello Anastasiadmp,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am still waiting for an answer, can you help me please. I trusted verde casino, I played and I can't make a withdrawal, please help me.

Ακόμα περιμένω μια απάντηση μπορείτε να με βοηθήσετε σας παρακαλώ. Εμπιστεύτηκα το verde casino , έπαιξα και δεν μπορώ να κάνω ανάληψη σας παρακαλώ βοηθήστε με.

Thanks for your patience.

• Did you play using a single mobile device only?
• Which games did you play, and which game led to the biggest win?
• Could you please explain when you registered in the casino and whether you already completed verification?

Thanks in advance for your cooperation.

1. Player at Verde Casino for almost two months. This month or the end of December I registered and played for the first time.

2. I played the casino from my mobile phone.

3.I played 2 games since I remember the first one The Dog House Megaways

( Pragmatic Play ) and the second Sweet Bonanza Super Scatter ( Pragmatic Play )

4.no bonus with my own money the profit was

The identification was done correctly, first I played and then I did the identification. I registered normally from my phone.

1.Παίκτης στο καζίνο verde έχει σχεδόν δυο μήνες Τώρα αυτό το μήνα ή τέλος του Δεκέμβρη που έκανα εγγραφη και έπαιξα πρώτη φορά.

2.Επαιξα από το κινητό μου το καζίνο.

3.Επαιξα 2 παιχνίδια από όσο θυμάμαι το πρώτο The Dog House Megaways

( Pragmatic Play ) και το δεύτερο Sweet Bonanza Super Scatter( Pragmatic Play)

4.οχι μπόνους με τα δικά μου λεφτά ήταν το κέρδος

Εχει γίνει κανονικά η ταυτοποίηση , πρώτα έπαιξα κ μετά έκανα την ταυτοποίηση. Εγγράφηκα κανονικά από το τηλέφωνο μου.

Dear Anastasiadmp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Verde Casino representative to join this conversation.

Dear Verde Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mirka

Just as mentioned above, the casino prohibts using VPN.

We would be happy to provide the proofs to your e-mail

Warm regards

Dear Verde Casino,

Could you please send me player's login history with locations visible, along with clarification, if there has been any territorial restrictions bypassed by the player by using VPN, false information provided, or other unfair advantage gained? Please send me all supporting evidence to miroslava.d@casino.guru.

Thank you for your cooperation.

Hello, Mirka

The requested data was just provided

Kind regards

Dear Anastasiadmp,

Could you please answer these questions to clarify the situation for us?

• In which country are you currently living?
• In which country do you have your permanent residence?

Please also send me the following evidence:

• photo of identification document with visible country of permanent residence

Thank you.

Dear Anastasiadmp,

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.

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,
Mirka
Casino.Guru