Verde Casino - Pelaajan tili estettiin.

My access was blocked for no reason

Me bloquearon el acceso sin motivos

Dear hernanaltamirano747,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Please allow me to ask you a few questions, so I better understand the situation. Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus?

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

Best regards,

Tomas

Good morning, my account was created successfully 20 days ago, they validated all my data. They blocked me yesterday when I wanted to enter to play, I tried several times and I could not log in, I was currently playing slot machines and I never activated my bonuses, I only played with the cash I deposited. From already thank you very much

Buenos días días mi cuenta fue creada con exito hace 20 días, validaron mis todos mis datos. Me la bloquearon en el día de ayer al querer entrar a jugar probé varias veces y no podía iniciar sesión, actualmente jugaba al tragamonedas y nunca active mis bonos solo jugaba con el efectivo que depositaba. Desde ya muchas gracias

hernanaltamirano747,

Did you contact casino support? Were they able to provide you with any explanation since your last message? Does 97,000 ARS represent the balance currently left on your balance? How did you learn about your account being blocked?

If I contacted support and the answer was that my account was blocked for having a duplicate account, so I only registered with one!! If 97,000 ars is the amount that was in my account, I found out that my account was blocked when I tried to play after making the deposit...

Si me puse en contacto con el soporte y la respuesta fue que mi cuenta fue bloqueada por tener duplicada la cuenta, por lo cual solo me registre con una sola!! Si 97.000 ars es la suma que contaba en mi cuenta, supe que mi cuenta fue bloqueada al querer entrar a jugar después de haber hecho el deposito...

hernanaltamirano747,

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Could you please forward me the message from the casino you received about why they closed your account to tomas@casino.guru?

My wife also plays at the same casino, we may have some kind of interaction between the two accounts there.

We always try for everyone to use their own on their device, we do not remember having crossed data.

Mi esposa también juega al mismo casino, puede que ahí tengamos algun tipo de interacción entre ambas cuentas. 

Siempre tratamos de que cada cual usara la suya en su dispositivo, no recordamos haber cruzado datos.

Dear hernanaltamirano747,

Did your wife create an account in the casino before you? Has she been playing with bonuses? Was her account verified successfully? Please let me know. I'll await your reply.

If my wife created her account long before me and it was successfully validated, she did not play with deposit bonuses to play.

Si mi esposa creo su cuenta mucho antes que yo y fue validad con exito, no jugaba con bonos hacia depósitos para poder jugar.

Thank you very much, hernanaltamirano747, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much I also hope to have results

Muchísimas gracias yo también espero poder tener resultado

Dear hernanaltamirano747,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Verde Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Verde Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello, hernanaltamirano747

Is this your wife's complaint? https://casino.guru/verde-casino-player-s-account-has-been-blocked

Also, can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making small amount of spins? And each time you agree with quite a big commission at withdrawal?

2) Why do you deposit with one method and withdraw via a different one?

Thank you.

I received some payments through ASTROPAY and I had to change them, so I deposited in the casino and then withdrew them to be able to transfer them, because if I didn't do that, astropay wouldn't let me withdraw the money! I won't do it again...

Me llegaron unos pagos por ASTROPAY y los tenia que cambiar, entonces deposite en el casino y luego los retire para poder transferirlos, ya que si no hacia eso, astropay no me dejaba retirar el dinero! Ya no lo volveré hacer...

Dear hernanaltamirano747

Would you mind answering all the questions above?

Thank you!

Yes, it is my wife's complaint, but her complaint has already been successfully resolved!

Si es la queja de mi esposa, pero su queja ya fue resuelta con exito!!

Dear hernanaltamirano747

Would kindly answer ALL the questions above?

Thank you for cooperation.

The purpose is that he withdrew what he deposited and continued playing with what he won in the spins

El propósito es que retiraba lo que depositaba y seguía jugando con lo que ganaba en los giros

Dear hernanaltamirano747

The thing is, that according to game stats, you basically never won, and always had. a non-wagered deposit, thus a commission (a big one) was always applied to the withdrawal.

Can you please tell us the exact purpose you opened up an account in the Casino?

Thank you!

Dear hernanaltamirano747,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.