Verde Casino - Pelaajan tili on suljettu ja saldoa on pienennetty.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you register at this casino?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to the bonus or a screenshot of the promotion.
• Is all the other personal information in your account filled in completely and correctly?
• Which documents have you provided to the casino so far for the verification of your account?

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

Good day,

I registered at this casino on August 30, 2026.

Upon registration, I received a €25 bonus credit from Verde Casino itself for verifying my email address and phone number. I then completely wagered this bonus and achieved a profit of €567.80 with the €25 real money credit.

Yes, all other information is complete and correctly filled out.

A bank statement, proof of address, and my identity card were used for verification.

Furthermore, I was supposed to deposit another €10 to be able to withdraw my winnings. I did this as well, and subsequently my account was blocked and no withdrawal was processed.

Best regards,

svraki99

Guten Tag,

ich habe mich am 30.08.26 bei diesem Casino Registriert.

Bei der Anmeldung habe ich von Verde Casino selbst 25€ Bonusguthaben für die Verifizierung meiner Email Adresse und meiner Telefonnummer erhalten, diesen habe ich anschließend komplett umgesetzt und mit den 25€ Echtgeldguthaben einen Gewinn von 567,80€ erzielt.

Ja, alle anderen Angaben sind vollständig und korrekt ausgefüllt.

Zur Verifizierung wurden ein Bankauszug, ein Adressnachweis und mein Personalausweis verwendet.

Außerdem sollte ich noch 10€ einzahlen um meine Gewinne auszahlen zu dürfen. Dies hab habe ich ebenfalls getan und daraufhin wurde mein Konto gesperrt und keine Auszahlung erfolgte.

mit freundlichen Grüßen,

svraki99

Dear svraki99

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, Michal (michal.v@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,

Veronika

Hello svraki99,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Verde Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Greetings,

The player was compensated with 400 eur (as per bonus terms: "10. Those who claim a no-deposit bonus should be aware of the maximum cash payout on their winnings from the bonus. That limit is clearly written into the bonus terms. If a player's winnings go beyond this limit, the excess amount will be deducted when they withdraw.

Objectives: This rule also seeks to ensure equal distribution of bonuses and to ensure fair play.

- After the player claims their no-deposit bonus, the maximum cashout limit will be increased by the amount of the deposit.

- Once the withdrawal is made, this limitation is voided. - The rule applies if the withdrawal amount including the wagered no-deposit bonus exceeds 500 EUR.

- To continue playing without limitations regarding the amount of winnings, you need to first withdraw the winnings gained from wagering a no-deposit bonus and then make another deposit.

Example: If a player gets 50 Free Spins as a no-deposit bonus and wins 100 EUR, after meeting wagering requirements and a maximum cashout of 500 EUR is set, any winnings above 500 EUR will be removed at withdrawal."

Hope this resolves the issue.

Regards

Dear svraki99,

Could you comment on the casino's statement and confirm that you've received compensation in the amount of 400 EUR?