The player from China has been restricted from betting, depositing, and withdrawing funds. Despite having passed the KYC verification and made successful withdrawals in the past, recent withdrawal attempts since early April have been declined. Additionally, after contacting customer service, the player's IP was blocked.
Verde Casino - Player is facing restrictions and unapproved withdrawals.
Amount: $1,873
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
4d 8h 24m 38s
Case summary
2 days ago
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1 week 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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1 week 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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1 week 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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3 days 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.
Casino Guru is examining the case
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