Verde Casino - Player experienced account blockage and requests reimbursement.

Dear Casino Guru Support Team,

I hope this message finds you well. I am writing to bring to your attention a pressing matter regarding my recent experience with Verdecasino.

Recently, I encountered issues accessing the Verdecasino website. Upon reaching out to their support team via email and chat, I was informed that my access had been blocked due to suspicion of gambling addiction. However, I must clarify that I do not have a gambling addiction, and this accusation has come as a surprise to me.

Furthermore, I was shocked to learn that Verdecasino is not legally authorized to operate in Romania, where I reside. Unfortunately, I was unaware of this fact when I registered and made deposits on their platform.

Despite these circumstances, I have spent funds on their website, and I am now seeking assistance in obtaining a reimbursement. I understand that Verdecasino's terms may state that all payments are final, but I believe that an exception should be made in this case, considering the illegality of their operations in my country and the false accusation of gambling addiction.

I kindly request your intervention and support in facilitating the reimbursement process. As a trusted intermediary in the online gambling community, I trust that Casino Guru can help ensure a fair resolution to this matter.

Please let me know if any additional information or documentation is required from my end to support my request. I appreciate your prompt attention to this urgent issue and look forward to your assistance in resolving it.

Thank you for your understanding and support.

Warm regards,

Catalin

Dear mmorar97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

If you aim to seek a refund of lost deposits solely because the casino lacks a valid license in the country you reside, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any withdrawable balance on your casino account?
• Could you please share your communication with the casino regarding their suspicion of gambling addiction? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include any communication between you and the casino you deem relevant.

Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello all,

The case has been covered within this complaint:

https://www.askgamblers.com/casino-complaints/verde-casino-access-restricted-deposit-not-refunded

Regards

Thank both parties for the reply.

I checked the complaint and it seems the casino thinks all the balance has been played down.

Dear mmorar97,

if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. Since it appears the casino allows players from your country to deposit and play, they ought to pay you your legitimate winnings. By the same principle, they won't be obligated to refund your lost funds.

The block from ONJN would be relevant in the situation where the casino withholds your funds.

Please let me know if there are any circumstances I haven't considered, otherwise I'll close the complaint.

I'll await your reply.

Dear Tomas,

Thank you for your prompt response and understanding of the situation. I appreciate your diligence in addressing my concerns.

However, I must emphasize the severity of the issue at hand. While I understand the principle you've outlined regarding winnings versus lost funds, it's important to recognize that the core issue here lies in the fact that VerdeCasino is operating illegally in Romania.

Despite being blocked by ONJN, they have persisted in their operations by creating mirror sites to continue their activities. This flagrant disregard for legal boundaries is deeply concerning and warrants further investigation.

Furthermore, I must clarify that my request for a refund extends beyond the lost funds. It is a matter of principle that I am seeking reimbursement for deposits made to a casino that should never have been allowed to operate in my country in the first place.

I urge you to reconsider closing the complaint prematurely and to continue your investigation into VerdeCasino's activities. It is imperative that we hold them accountable for their actions and prevent further harm to players.

Thank you for your attention to this matter. I eagerly await your response.

Sincerely,

Catalin

I am sorry but, I don't think we can help.

We inform players about the license of the casino on our website in the casino review and it ultimately falls to each player to make an informed decision regarding their choice of online casino. We can't penalize online casinos if they lack any particular license for a specific country.

If you ever need it in the future, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.