Verde Casino - Player's account and winnings blocked over location misunderstandings.

Hello, on Friday, May 3rd, I won 40,000 Danish Krone at Verde Casino. They asked for card verification and after verifying my account on Monday - May 6th, I requested a withdrawal of my funds. Today, my account has been blocked along with the 40,000 in funds. When I contacted customer service via chat, they explained to me that this decision was made under the suspicion of my being in Poland. Now, they're asking me to prove it, whereas, I have all evidence to indicate that I am living in and currently in Denmark. During the time when I won, I was also here. You can check my phone login and everything, as I have nothing to hide. This seems like another move by the casino to delay the payout. I had a similar issue with them previously and after lodging a complaint with Guru Casino, my problem was resolved. I kindly request that you review my case as soon as possible. How can they treat people like this?

Dear Anna1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Also, do I understand correctly that you are able to prove that you live in Denmark?

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,

Kristina

Hello, I passed the verification successfully, the winnings do not come from any bonuses, of course I can prove everything, the casino is deliberately delaying the payment of funds, how can I prove to them something that is not true? I've been trying to talk to them since yesterday, but I hear nothing, they blocked my account because the system allegedly detected that I'm in Poland, I live and stay in Denmark all the time, I have payslips that I can prove with account statements. It's ridiculous what they are trying to do just to delay the payment - this is incredible behavior.

After a long verbal battle in the chat with the consultant, they told me that on February 24 I was in Poland and logged in on that day and they asked me to prove it, which is absolutely absurd because it has no connection with the winnings I won on May 3, I sent confirmation from electronic banking of February 24, that I was staying in Poland, but they are not satisfied with the fact that there is no town on the statement, which is not my fault, that electronic banking shows the ATM address in the form of a street and not a city, this is an absurd situation because I was in In Poland, I also checked the status of my winnings in this casino and then there was no problem because they paid me the money and did not block my account for allegedly staying or logging in in Poland, I haven't seen such an approach to the customer for a long time. They make it as difficult as they can, is it a sin that I was on vacation at that time and logged in to see the status of my payout at this casino? Absurdity follows absurdity, it has nothing to do with the win on May 3, I sent all the documents confirming my presence in Poland at that time, which is at least strange for me, and now, on top of everything, they are complaining that the document does not mention the city, I am frustrated with their behavior casino and the whole approach to the matter

However, I have a document confirming my stay in Poland with my name, surname and the exact name of the city, but from February 25 and they do not respect this document, it is not my fault that in electronic banking from February 24, it does not show the name of the city, and from February 25, the name of the city is as follows I have to prove it, what should I do, I cooperate with the casino, but when I see such things, I get angry because it's not my fault. I didn't do anything that would cause my account to be blocked.

Hello Anna1

You may continue using the services.

Regards

Thank you Verde Casino for the quick resolution of the matter, I hope that the payment to my account that I have just ordered will be equally quick and efficient without unnecessary delays.

Guru Casino, I would like to leave the thread open to withdraw the entire winnings, because I am afraid that the casino will continue to delay the payment.

Hello everyone,

Thank you both for your replies.

Anna1, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Casino guru, I knew it wouldn't go smoothly. Yesterday I made a withdrawal of DKK 40,000, today I am entering the account, DKK 13,000 is in progress and DKK 27,000 has been rejected, why is the casino delaying the withdrawal again, why were some of the funds canceled again? I don't understand the casino's behavior, in response to my inquiry I am again told they don't know why the application was partially rejected, it is a special delay in payment to my detriment, I have been submitting applications continuously for a week and each time there is a problem, error, blocking of the account?

The matter regarding the cancellation of the withdrawal was transferred to the appropriate department, when I asked about the response time, I received a response time of up to 5 business days, and then once again, submitting the withdrawal for the third time and such waiting and dragging, what the casino is doing is below any fair behavior in attitude towards the client.

Hello Casino guru, they asked me again for additional verification, they paid me 13,000 which is still being paid out and they canceled the remaining 27,000 because they claim they need additional documents confirming my income, the case is being dragged all the time, how long should I wait for my money?

Could you please post a screenshot of your withdrawal history here in this thread? Have you already provided proof of income as requested?

Hello, yes, I have already added all the necessary documents, the remaining 27 dkk is being paid, I hope that I will get my money without any problems, I will keep you updated on the progress in the case.

Alright. Hopefully, you will receive the rest of your winnings soon.

Hello,

As per the moment being, there are no new/active/pending withdrawal requests.

Kind regards

Dear Verde Casino Team,

Thank you for the update.

Anna1, could you please confirm that you have received your winnings? Can we now consider this case resolved?

Yes, I confirm that the money has been paid, you can close the case, thank you very much for your help

Dear Anna1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru