Verde Casino - Player's account blocked after winnings.

Hello,before 6 or 7 days I win 6000 bgn on Crazy time and I have proof how I win the money,after that I want to withdraw money they say I need to have at least 1 successful deposit,to withdraw kyc will be not needed,Okey I try to deposit but they say if you want to deposit you have to finish kyc verification,I send them all of the required documents they approved,and after that I contact the chat and they say to me I have to deposit to withdraw money,I deposit they accepted,after that i again contach the chat and they say to me that i can withdraw money 5000 euro max on 30 days ,and I when i try to withdraw they rejected and send me a email that I have to upload 2 more documents because I use other card for the deposit,I make photo of the card of both sides and one more photo how I hold the card,today they accept this 2 documents and say to me that I have to wait a little more,I say Okey I will wait,now i see that they block my account please help me,to let's solve this problem,and i was having proof in the chat history how they say that my account is verified and I can withdraw,I go to the chat history and the chat wasn't there,I contacted the chat and they say : ,,i don't have the ability to see chat history"

Dear stoiansashev444,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Have you achieved your winnings with the help of a bonus?
• Have you made deposits to the casino with a different card other than the one you wished to use for withdrawals?

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,

Tomas

Hello, Tomas, I registered on 14/03/2024 and on 27/03/2024 my account was blocked without notifying me, after they had confirmed the last 2 documents they asked for, I tried to enter the account, entered my data, and after pressing login, it said "Your account has been blocked"

Upon registration, I received a BGN 40 bonus that needed to be played 3 times, I played the bonus, there was no problem, and I was left with BGN 40 in true balance. I have not made deposits with a different card, with the card I made a deposit with, I wanted to use it to withdraw my winnings. After they asked for a deposit so that I could withdraw my profit, I did it and then on live chat they told me that there are no problems and I can withdraw money, I made 2 withdrawals for BGN 90 and after 40 minutes I received by email that the request for a withdrawal has been accepted for processing, and I said well, as soon as it is accepted, I will get my money, but after 12 hours they refused the withdrawals, they asked for 2 documents, I sent them and they approved them yesterday, and they told me that your account is verified, but at the last step of the verification , and I have to wait a little longer, and yesterday around 3 PM I tried to log in, but it said my account is blocked. And a few days ago I was told on live chat that the profile is verified and I can withdraw without a problem. only 5000 EURO for 30 days or the equivalent of 5000 EURO in BGN, I wanted to take a picture of how they tell me these things, I went to the live chat history, but they told me that I don't have the right to see the chat history, and finally they came up with a reason that, I did another account on their site and that's why they blocked my account, but I didn't do this registration and the registration was not done from my device from which I created my profile, something is wrong, at first they delayed me with the kyc verification, then they say that there is no problem, my profile is verified and I can withdraw money from my profile, then they ask for 2 more documents and they approve them and say, my profile is verified, but at the last step of the verification, I have to wait, 2 hours have passed, I tried to log in in my account yesterday and I see this account is blocked.

Here are pictures of how they approved my withdrawal 3 days ago when they told me there was no problem and I could withdraw money from my account.

Hello stoiansashev444

According to our records, you received the no-deposit bonus.

According to T&Cs:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). "

Please kindly let us know who the account *****sashev864@gmail.com belongs to, since we see the usage of the bonus from the same device, IP, household - which is prohibited.

Thank you for cooperation.

Regards

Nowhere in the bonus conditions is it mentioned that only one family member is eligible. Here are the mentioned bonus conditions the conditions mentioned are:

Register and verify phone number and email.

Here is a link: https://bulgaria-bonusesfinder.com/online-casinos/verde-casino

Dear stoiansashev444

Upon registration, you have accepted the T&Cs of the casino. It clearly states:

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). "

We can see that you confirmed that you agreed to the terms above.

Hope this clarifies.

Regards

I say again, the bonus does not mention this condition anywhere, and when receiving the bonus from live chat support, no one mentioned anything about conditions, it was only mentioned to register and confirm a phone number and email, and one more thing to ask, why you repeatedly told me on live chat that there are no problems and I can withdraw money from my account, that my profile has been verified and approved, you said there is no problem, you can withdraw your money only that you have a limit of 30 days 5000 EURO or the equivalent of the amount in BGN.

Mr. Tomas, I want to take pictures of the chat, they repeatedly told me that there is no problem and that my profile is verified, I can withdraw my money, I wrote on the live chat why I don't have the previous chats with them, they answered,, You don't have this right to see previous chats'' please ask them to post the chats here so that the truth can be known. I hope you can help me in this situation, Thanks.

When should I expect a response?

Thanks to both parties for your replies.

Dear stoiansashev444,

It is important to keep in mind that the policy of allowing bonuses to be claimed by a single household only once is a widespread practice. Almost all casinos have such policies in place, and ignoring this rule may lead to casinos refusing to honor any resulting winnings.

• Have you registered multiple accounts in this particular casino using one device or IP?
• Would you be able to explain who the holder of the particular email address is or what's your relation to that person?

Hi, nowhere in the bonus did it mention that only one account is allowed, and why didn't they tell me about the bonus rules before, I'm telling you again that everything was fine, they asked me to complete KYC verification, I passed the verification, my profile was approved, they said that there are no problems and that I can withdraw money from my account, but in 30 days I can withdraw 5000 EURO or the equivalent in BGN, in the chat history of the site there is all the necessary evidence to prove this. After I passed the verification and as I was they said that I can withdraw money from my account, I made a withdrawal for BGN 90 and it was approved. The casino saw that I won such an amount and blocked my account.

I have not registered another account from my device with which I registered.

My father is the owner of the other account and he created it with a different device.

The casino told me several times that there are no problems and that my account is verified and that I can withdraw money, and finally they saw that I won such an amount of money and they blocked my account, first they tell me that there are no problems, I passed KYC the verification, I made a deposit, there were no problems, If you can make it so that I can at least take half of the money, because the casino is in error, first they tell me that there are NO PROBLEMS and I can withdraw money, and then they saw that I won such an amount and they blocked if this misunderstanding can be resolved. Thanks

Could you please explain who created the account in the casino first and who accepted and completed the wagering of the bonus first? You or your father?

Has your father completed account verification in the casino?

Hello, on 14.03.2024 I discovered this bonus offered by the casino for 40 BGN without a deposit and 3 times play is required, and at the same time on 14.03.2024: 17:23 PM I make my account in the casino and successfully complete the bonus, and I had 40 BGN left which was added to my real balance. My father made the account in the casino on 15.03.2024, 14:48 PM, but he failed to play the bonus and there was nothing in the balance, and my father is not completed account verification, only I have completed account verification.

Thank you very much, stoiansashev444, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you stoiansashev444 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Verde Casino for their help in resolving this complaint. Would it be possible for both accounts to complete the KYC verification to prove it is different people?

Thank you!

Hello Peter

Unfortunately, the max we can do - is to refund the player's deposit, since the Bonus T&Cs are breached (Same household, same IP, devices).

Regards

Sir, Peter, here are the requirements for the bonus mentioned on their site, nowhere is it mentioned about 1 user, and when I received the bonus, no one told me anything. After completing the bonus and after passing the account verification, I wanted to withdraw the money from my account, they told me that there are no problems and that I can withdraw money from my account, it's all there in the chat history with the casino, but they don't give me access to them. If you can request the chat history where they clearly tell me that no problem and i can withdraw money from my account.

I am sending you pictures and a link to review the bonus terms. - Verde Casino Registration Bonus 25 Euro – No Deposit Needed

Thank you, I hope we can resolve this misunderstanding.

Dear stoiansashev444

The link you are referring to is not the casino website.

The decision of the casino is final.

Regards

I apologize for the delayed response as I'm currently on sick leave.

Dear stoiansashev444, I understand your frustration but it is an industry standard to have bonuses available only for one person per household, IP, etc. It is in place to prevent from exploitation of the bonuses. Unfortunately, we won't be able to assist in this matter further due to that reason but I would recommend taking the initial deposit as offered by the casino in an earlier response. Thank you for your understanding. I'm sorry I could not be of more help on this occasion.

Mr. Peter, you can ask them for a history of chats where they say that there are no problems and that I can withdraw my money, there is the history with them on live chat, and why when I wrote to them on live chat to get the bonus they did not send the conditions of the bonus ???initially there was no mention anywhere of 1 person being able to receive the bonus, and on their site where I sent you a link it is not mentioned, so please review the photos and the link I sent you, I had evidence as they told me that there were no problems, I verified my profile and they saw that I won such a large amount and blocked my account and invented this reason, please help to resolve this misunderstanding, thank you.

The information provided by the customer support operatives isn't above the terms and conditions of the casino. I am sorry if the customer support representative has misled you but the decision of the casino has been made and there isn't much I can do to assist in the matter anymore. As stated previously I recommend you request the initial deposit offered by the casino as that is the most that can be done in this situation. I am sorry I cannot be of more help on this occasion.

Dear stoiansashev444,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can't something be done because they lied to me with false information and I want to add that my father and I also used a 25 euro bonus at "Ice Casino" Are they not the same casinos as "Verde Casino" '' and there I was not able to roll over the bonus, but my father succeeded and sent documents and they allowed him to withdraw, here is why they gave me false information and why, when they saw that I had won so much money, they refused to give me the funds. There is also evidence, as they say to me that everything was fine and suddenly they found this reason.

Dear Verde Casino, would it be possible to provide me with the gaming history of the player? You can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello,

The requested gaming history is in the attachment.

Regards

Thank you for providing the information Verde Casino representative but I apologize for the mistake, I meant to request the player's live chat history. Would it be possible to provide any transcripts of the player's conversations with the live support agents? You can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hey Peter,

We believe we can, but that is not changing the situation, since the T&Cs are breached.

Regards

Very well, thank you for the clarification.

Dear stoiansashev444, as mentioned previously there isn't much I can do to help in this case anymore. I recommend you request the initial deposit offered by the casino as that is the most that can be done in this situation. I am sorry I cannot be of more help on this occasion.

Dear stoiansashev444,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Mr. Peter, you did not answer my question, I wanted to know if Verde Casino and Ice Casino are the same casinos and if they are owned by the same owner, because I had several accounts at Ice Casino, my father rolled the 25 euro bonus and they knew that I have several accounts, I passed KYC verification, I deposited and they transferred the money to me even though they knew I had several accounts, and it was mentioned that more than 1 user is expressly prohibited on their site, in Verde Casino I sent you photos about the bonus conditions, it was nowhere mentioned that only one user is allowed. Please review this information, Thank you

Dear stoiansashev444, Verde Casino and Ice Casino are operated by different companies. Having multiple accounts is prohibited by most of the casinos on the market and you just might've been lucky with your win at the Ice Casino. The situation has been explained thoroughly and I won't be assisting you further in this matter. If you choose not to take the initial deposit I will take that as a noncooperation from your side and your complaint will be rejected. Thank you for your understanding!

OK, I agree, I want the deposit made. Thank you

Greetings,

The account was unlocked, balance modified.

Kind regards

Thank you for the update Verde Casino representative.

Dear stoiansashev444, let us know when you successfully withdrew your initial deposit and this issue has been resolved. Thank you in advance!

Hi!

We'd like to confirm the player received their deposit back via Skrill.

Regards

Dear stoiansashev444,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.