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I was blocked after trying to withdraw PLN 47,000. First, I was told that I was using VPN, but I presented documents for my stay in Germany several times. then it was said that I had a multi-account and logins were from the same IP and device to the casino. I could play in an internet cafe open to everyone or buy/sell the device, and also lend my device to someone who could log in to the website without my knowledge. the casino wants to unblock my account by taking PLN 47,000 as part of the unlocking process, they want to leave PLN 500 on the player's account. 2 days after the withdrawal attempt and blocking, a positive KYC verification came. Previous withdrawals I requested were not accepted because I had to complete KYC verification. I didn't have any problems with payments and with verification, where it was approved, there were no problems, where the verification took place 2 days after blocking.

Hello Wujek777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you use a bonus to accumulate your casino balance? Did the casino forward any kind of evidence of their claim? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I received positive verification on July 8, 2024 the blockage occurred earlier, so I thought I would be able to withdraw the funds, but it turned out that the blockage was still there despite positive verification. On July 5, 2024, I sent documents for verification regarding my stay in Germany because I was accused of using a VPN. I sent the documents three more times because I was asked for different dates confirming my stay in Germany. I don't use additional bonuses because you have to wager the winning amount, which usually doesn't work. the last conversation was on July 17, 2024, where I was offered to cancel the balance of PLN 47,000 and leave PLN 500 plus a promise that I would not break the regulations. I'm not sure if there will be a problem when I play in the future and the funds will not be taken away again. I lost double because I lost the money I deposited into my player account and the money I won! PLN 47,000 is not PLN 500!

I have one verified account. I cannot be held responsible if third parties used my data to create an account. positive verification came after the block was imposed. I want to recover the funds I have deposited or won

Hello all

According to T&Cs of the casino:

"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". "

Dear Wujek777,

Would you mind explaining who the account Inq*9@wp.pl belongs to?

Does the phone number 486****6491 belong to you?

Thank you in advance!

Regards

the phone number I use is +48 53****982. the email I use is rober********087@gmail.com why was the problem not detected during verification, which was positive 2/3 days after blocking? why was the problem not detected during payments? Why was the problem not detected when I tried to withdraw smaller amounts? positive verification entitles you to full use of the account, and I passed it 2 or 3 days after the blockade. I also sent documents confirming my stay in Germany several times. as for the email address you provided, it does not belong to me, just like the phone number. I know the regulations and I followed them because I know that you are looking for problems so as not to pay out the funds. If I forgot my password, I can use the remind password option, I wouldn't need a duplicate account. the account I have is the only verified account I have used. I sent all documents that enabled positive verification and confirmation of my identity. If someone tried to create an account on my name, the casino should block such a user!!! I cannot be held responsible if someone created an account with my data without my knowledge. I can guess that this account has definitely not been positively verified, because if someone had my details, it would definitely not be possible to verify the account because verification is difficult and requires photos with documentation. If I had known about such a problem earlier, I would have immediately wanted to clarify it with the VerdeCasino administration. Why did the problem occur only after I tried to make a payment? why wasn't I informed about the problem earlier? when I deposited money into the casino, was there a problem? and why did the casino accept money if it shouldn't and now it doesn't want to pay out the funds accumulated in the player's account?

Dear Verde Casino,

Can you please forward evidence of your claim regarding the player's multiple accounts to nikolas.b@casino.guru?

Hello Nick

The proofs were just provided

Kind regards

I would also like to see this evidence.

1 what's next for the money?

2 what next with the player's account?

3 Why did the casino act to my detriment by not notifying me about breaking the regulations and accepting payments to the player's account without explaining the situation? I feel cheated at the moment

4 what's next? I would like to know if someone actually set up an account using my details because I don't know how to proceed and recover the funds. I would like to get answers to these questions. There is a lot of money in the player's account that I would like to get back. some players write complaints for 100 dollars, but here it is much more. If it was a small amount, I wouldn't worry about it, I would just like to get my account back, and I would like the account of the person who allegedly opened it using my data to be banned from the casino for life.

Dear Wujek777,

We have received evidence of creating multiple accounts by you. Unfortunately, we are not allowed to share such evidence to players.

Both accounts were created with similar properties with some differences.

In such cases, the casino has right to close both accounts and confiscate any balance on them. It is entirely up to them whether they refund the deposit at least but they are not obligate to.

Is there anything else we could assist you with?

I would like Casino Verde to comment on the topic.

1. I would like to officially know what's next with my player account and funds and whether they will refund at least the deposits that were made to the player account.

2. I would also like it to answer the question why I was not notified earlier, only when I tried to withdraw, that a multi-account was created and I was blocked, even though I did not create this account myself. The situation could have been resolved differently, if I had known about the situation, I would not have made deposits, and the casino also did not notify me that I should not make deposits because there was a violation of the regulations and it needed to be explained.

Dear Wujek777,

Casinos usually detects multiple accounts when the player requests a withdrawal as it is when the verification process starts. Until then, they have no reason to do a check of your details whether they match with an another account or not.

Dear Verde Casino,

Can you please post your final conclusion regarding the case? Can the player keep the account or will there be any deposit refund? Just to let him know what can he expect.

Regards,

Nick

Dear all,

We've double-checked the player's account.

Since there is a clear violation of T&Cs, but on the other hand the player is quite loyal... we are ready to leave 5000 PLN on their account.

Dear @Wujek777 please let us know if you agree to these terms.

Kind regards

Taking into account the entire event and the random situation, I hope that I can count on the casino's support in this particular case, apart from this extremely awkward situation, the casino regulations have never been violated by me and I can assure you that they will never be violated. If I knew that someone had set up an account for me, I would definitely want to explain it, but unfortunately I found out about it too late. Looking at my winnings and all the deposits I made from PLN 10,000, I would be satisfied and we would finally close the case and continue cooperation. I hope that I can count on such support from your casino in this case. I also ask for your understanding that someone used my data and created an account, so the biggest loss is mine, I suffered a lot. Thank you for your understanding and best regards to the entire Verde Casino. For all this, I would also like to thank the Guru for his patience and help in clarifying this extremely awkward situation for all of us.

Dear Wujek777

You may now access your account again. Please kindly use this very account only.

Wishing you best of luck!

Regards

I logged in, I already have access, it's a pity that the balance is only PLN 5,000, I hope to make a million out of it 😅

Dear Wujek777, 

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Casino.Guru