The player from China had been restricted from betting, depositing, and withdrawing funds from an online casino. Despite having passed the KYC verification and having made successful withdrawals in the past, his recent withdrawal attempts since early April were declined. Furthermore, his IP was blocked after he contacted customer service. The player denied any issues with his passport verification and claimed he had provided all necessary documents. However, it was revealed that the player had been using a VPN from Canada, which was against the casino's terms and conditions. As such, we were unable to assist the player in resolving his issue.
Verde Casino - Player is facing restrictions and unapproved withdrawals.
Amount: $1,873
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Player ID: 538***37
I deposited a total of $515.92
The current balance is 1873.03 US dollars. The casino restricts me from using betting, deposit and withdrawal functions.
My withdrawals have been declined since early April! I've been waiting for almost a month
I have passed the KYC verification! Have a successful withdrawal record
Contact the casino support@verdecasino.com and it will take a long time for a reply!
When I contacted online customer service on April 26, 2024, the casino blocked my IP.
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8 months ago
Dear 38101196,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that the casino blocked your account today? Have you received any explanation as to why your account was blocked?
From the screenshots you provided us with, it seems that there has been some issue with your passport verification. Could you please confirm that all your documents have been successfully verified?
Have you used any VPN or IP-masking software to access the casino website?
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
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8 months ago
My KYC has been verified, and the screenshot shows that the verification was successful! (Why do you think there is a problem with passport verification?)
I didn't receive any freeze reason
My account has been frozen for more than 20 days
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8 months ago
In the screenshots from the chat conversations with the casino customer support, the agent explained several times how the selfie with your passport should look, so it gets accepted. That's why I asked if there has been an issue with your passport verification. Could you kindly forward me the entire transcripts with the casino customer support? My email address is veronika.l@casino.guru. Please send me all the other communication that could be relevant to the investigation of your case as well.
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8 months ago
I've forwarded important casino related emails to you!
You can see in the previous screenshot that the casino website has successfully verified KYC.
The casino asked me again:
I provided a selfie but there was no response from the casino (a selfie with your passport must be taken in front of the account you opened. This means your face, your passport and the profile you opened must be in the same place (visible in photo).
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7 months ago
Thank you for your emails.
Have you provided the casino with the photograph they requested in their last email?
Have you also provided the casino with the proof of your stay in Canada?
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7 months ago
I have fully provided the photo
I use a VPN from Canada (I have successfully withdrawn money)
So I can't provide proof of origin from Canada
The casino customer service recently informed me that I am waiting for verification, but it has been a long time.
Why such a casino has such a high rating, I doubt it
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7 months ago
I have checked Verde Casino's Terms and Conditions, and this is what I found:
12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.
The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.
While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.
Best regards,
Veronika
