Verde Casino - Player's account blocked over name discrepancy.

I have played on their platform for several months ,my deposits overall were 2000+ euros. I have made 30 000 euros by playing slots. They have blocked my account and been given me the opportunity to unlock it with the balance of 500 euros because my name on the account was Grigore BG instead of Bogdan ... And i remeber 100% that they asked for my initials and that s why its Grigore BG instead of Bogdan.. Please help me fix this ,im losing my mind

Dear bogdangrigore634,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing.

Please allow me to ask you a few questions so I may understand the situation completely.

• Could you please explain what personal information you entered when making a registration?
• When did the casino ask for your initials and under what circumstances?

Thank you in advance for your reply.

Best regards,

Tomas

Hello

I have given my full personal data

I do remember them asking for my initials while creating the account so I belive they only chose to pick the BG instead of Bogdan otherwise it doesn't make sense why I have inserted my initials there . As you can see in the print screens ,they have blocked my account because of the name,they have asked me to clarify the situation witch I did and they told me to wait so the problem would be solved . Adding the fact that an operator told me my documents were verified and everything was all right and few hours later they made me that offer

After checking all circumstances, unfortunately, we don't think we can help.

When making a registration, online casinos ask for your full name, never for your initials.

However by mistake, you provided the casino with false information, and therefore the casino won't be able to pay you any winnings.

Please understand that the rules that ask you for complete and accurate personal information are universal in online casinos that mandate a verification process to take place.

If you happen to have any accounts where your personal information is entered incorrectly, you should always ask the casino to correct it before you deposit more and play.

Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear bogdangrigore634,

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.

Hello . I am sorry,maybe i have not been totally clear about the whole situation . I had a really rough time with this issue and it made me unable to function propperly . So i have reveiwed all my information and came up with a power point to explain everything that happen. Please take in consideration to check again all the evidence that i have because they have broke their T&C multiple times and i have proofs of that . . Please let me know where can i upload this file because this website won`` t let me upload it here

Thank you

Please send it to my email at tomas@casino.guru, I'll review it as soon as possible.

Thanks for your email, I apologize for the late reply.

I went over your email, however, the fact remains that if you submit inaccurate personal information when creating an account, you won't be able to pass verification and withdraw winnings.

What is more, providing correct and accurate information is important to make sure casinos identify you as a self-excluded individual and prevent you from opening new accounts. Providing inaccurate information in casinos where you self-excluded yourself will mean you won't be protected.

If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_84=true)

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

From the casino's terms and conditions:

30. RESPONSIBLE GAMING

30.1. Gambling should be treated as a fun pastime, and not as a means to generate income. Whilst the majority of the population can treat gambling as recreation and spend only what they can afford to risk, for some it can be more difficult. It is useful to keep track of the time and the amount of money spent at an online casino daily.

30.2. If you think that you start spending more money than you can afford, or in case gaming starts interfering with your normal daily routines, we strongly advise considering several measures that can help, such as setting Personal Limits on your gaming activities, opting for Self-Exclusion or contacting one of the organizations detailed below. (...)

31 PERSONAL LIMITS AND SELF-EXCLUSION

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money.

If you didn't complete the procedure for a self-exclusion in the casino, this will also mean you won't be protected.

I'll await your response.

Hello, I did completed a procedure of self exclusion but for Germany only . VerdeCasino it`s a online casino with their license in Cyprus so this has nothing to do with one and the other.

I did not completed a procedure of self exclusion on VerdeCasino . I have contacted an live support on their platform wich his response was that i need to email them the reason for that wich is not in their T&C.

Regarding the ,,false,, information i have provided :

I did not intended to give false information regarding my name on my account,it was a misspelling .

I provided my ID card for them to check many mounths ago,nobody checked .

And also i have deposited with my personal card .

How is it that i can deposit for 2-3 mounths more than 2000 euros,provide the ID card for verification and when i want to withdrawall,suddenly its a problem ?

So now tell me,if i wanted to provide false information,will i deposit with my personal card ?

It`s just a misspelling opportunity they saw in order to use it as false information so they don t pay..

Could you please specify when you provided your ID to the casino?

Was the ID accepted? Do you have any records the document was accepted for verification?

I have provided ( uploaded ) them the ID card for verification in December . I can t know the exact date . The upload was ,,sitting there,, for verification untill I created a chat with the support in February . So they didn't verify my id card ,not untill I won 30 000 and not untill I told them it was there for them to check it for mounths . Plus the fact that one of the operators told me that my id card was verified ( February ) and I only need to send them my bank statement. So they said everything it's all right than blocked my account .  As you can see on the document i've sented to you . All I have as records is that conversation. They kept telling me that they are not obligated to send me emails regarding the situation with my account.

Thank you very much, bogdangrigore634, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 bogdangrigore634,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and as has already been mentioned, it is expected that the players provide full and accurate information in their account profiles. On the other hand, if the initials instead of the correct name are the only "minor" inaccuracy, and as you mentioned, you did provide the casino team with your ID and proof of address where your full name is clearly displayed, I would not expect this "minor" detail to be a reason for not paying out the winnings.

I will contact the casino to shed more light on this matter.

We would like to invite Verde Casino to join the conversation.

Dear Verde Casino,

While I acknowledge the importance of players providing accurate and complete personal information in their casino accounts, it's possible that unintentional mistakes can occur. Regarding the player's case, if they have provided their ID, proof of address, and all other necessary documents for completing the KYC process, the minor discrepancy in the first name doesn't seem to justify withholding the player's withdrawal. Could you please provide further clarification on the situation if there are additional details to consider?

Hello Michal, bogdangrigore

As previously stated, it is crucial to provide 100% accurate information. The name specified by the player is not some initials. Although, considering the case with the gambling addiction, even though at registration and at login (every time) the player manually has to confirm that "he is not addicted to gambling", we believe that the max that can be done in this particular case - is to return all the deposits of the player -1950 EUR.

Please kindly let us know if the terms are accepted. If so - the withdrawal will be made and the account will be permanently blocked.

Kind regards

First of all i don``` t know what the gambling addiction has to do with this conversation.

Second,i have never made any statement to you or to anyone that i have a gambling addiction .

Self exclusion could have many reasons,you just chose to pick the one that helps you in this disscusion .

The name i provided in your registration IT IS IN FACT MY INITIALS . As you can see,my name is Bogdan Grigore,so BG are literally my initials . Im going to say this again,literally .

You broke your own T&C when i tried to self exclude on your casino .

Your T&C are :

13. DURATION AND TERMINATION

13.1. You may terminate (lock) your account at any time by contacting live support.

You failed to verify my identity for more than 1 mounth after i sented you my ID card for verification .

You only attempted to make my KYC only after i deposited 2000 euros and i asked for a withdrawal .

That could` ve been all avoided if you didn t broke your T&C .

After that your online assistants assured me that they made all the verifications and everything is all right with my ID card ( wich provided my name also ) putting in discusion that if my name is Bogdan Grigore,that would not be a problem .

Im not an unreasonable man, i understand that 30 000 euros could be damaging to your casino .

Please make me an decent offer so we can get past this situation . Thank you !

Dear bogdangrigore634

Second,i have never made any statement to you or to anyone that i have a gambling addiction .

--> Please refer to your statement above: " I did completed a procedure of self exclusion but for Germany only"

There is no doubt you applied for self-exclusion by mistake.

Re the account closure, have you sent the e-mail to support as suggested. If so - can you please specify the the exact date?

Thank you!

" I did completed a procedure of self exclusion but for Germany only"

It means that I have COMPLETED a procedure of self exclusion for Germany only .

The self exclusion on VerdeCasino was not COMPLETED because your online asistent did not followed the T&C as I mentioned and provided the print screens . Just to be clear again ,your T&C specify that I need to contact online support in order to close my account . I did not sent an email to request for my account to be closed . I DO NOT need to comply to yours asistent ,,suggestions,, i need to comply to your T&C. I specifically told your asistent to close my account and he did not followed the T&C .This was no mistake as you can see from the prints I provided . Thank you

Dear bogdangrigore634

Are you saying that in Germany you have gambling addiction, and while playing within the Curacao jurisdiction, you are not gamble addicted?

Also, that is very correct, in order to close the account, one must contact the live support. They will guide through the process. Besides, Vulkanvegas offers all sorts of gambling limits, that are available to the end-user at any time.

Kind regards

Second,i have never made any statement to you or to anyone that i have a gambling addiction .

Self exclusion could have many reasons,you just chose to pick the one that helps you in this disscusion .

I belive that this disscusion is moving in a circle or you just don't read what im saying here .

13. DURATION AND TERMINATION

13.1. You may terminate (lock) your account at any time by contacting live support.

It says BY contacting live support 

Not BY contacting live support, our asistent will guide you .

You should reconsider your T&C .

@Michal ,please express your oppinion on this,they are just going in a circule with this situation .

Thank you

Thank you all for your responses.

I acknowledge this situation is a tricky one.

As I already mentioned, on one hand, I must agree with the casino team that it is the player's responsibility to provide full and accurate information in their account profiles. This, among other reasons, is used for potential self-exclusion purposes. That's why when the name and surname are not correctly entered, the self-exclusion block might not work properly.

I'm not saying this is your case, but I've come across cases where some players intentionally entered this data wrongly, especially to overcome the self-exclusion block.

On the other hand, if the initials (maybe entered mistakenly) instead of the correct name are the only "minor" inaccuracy, and as you mentioned, you did provide the casino team with your ID and proof of address where your full name is clearly displayed, I would not expect this "minor" detail to be a reason for not paying out the winnings.

Another important factor, bogdangrigore634 that can't be ignored just like that is, as you wrote, you are already self-excluded in Germany, and you attempted to self-exclude yourself in Verde Casino as well. I can see in the screenshots that you were clearly instructed by the live chat operator what is needed for closing your account, and the player's full cooperation is essential for this to be processed successfully.

I can agree with you, bogdangrigore634 that the self-exclusion in VerdeCasino was not fully completed, but still, the casino team can't ignore all the abovementioned.

Please understand that a further KYC and AML check is initiated, mainly after a withdrawal is submitted. This is an industry standard in most casinos. So if there are any discrepancies with your data, gameplay, financial transactions, gambling issues, or anything else, they are discovered in most cases only at this time.

We know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. However, the player's personal responsibility also plays an important role in these situations.

Although I can understand that maybe the proposed offer by the casino team to return your deposits might not fully meet your expectations, considering all the above, this seems to be a fair offer.

Another important factor, bogdangrigore634 that can't be ignored just like that is, as you wrote, you are already self-excluded in Germany, and you attempted to self-exclude yourself in Verde Casino as well. I can see in the screenshots that you were clearly instructed by the live chat operator what is needed for closing your account, and the player's full cooperation is essential for this to be processed successfully.

I understand your point of view and i can see how that looks .

I know it dosen` t matter now but as a matter a fact,it was indeed a misspelling issue . I did not attempt to hide my identity .

Considering your opinnion ,i will accept the offer of getting all my deposits back in order to finish this disscusion.

Please let me know if you need my bank details or anything else .

Thank you !

Hello

The withdrawal has been approved by the casino.

Account was permanently blocked.

Regards

Thank you for processing the refund payment, Verde Casino Team.

Dear bogdangrigore634,

Please let me know once you receive the funds so that we can consider this case settled.

I will let you know as soon as possible. For the moment,I haven't received any payment. Thank you

Hello. I have`n t received any payment. Could you please specify how long does it take for a withdrawal to be completed ? Thank you

Dear bogdangrigore634,

As you may be aware, bank transfers are typically processed on normal working days. Therefore, I kindly request your patience, and I am hopeful that you will receive your deposit back soon.

I belive patience has nothing to do in this situation. It's been a week since they ,,accepted,, my withdrawall and no payment has reached my account . Maybe you could please answer my question,I will be patience . How long does it take for a withdrawall to be completed on your casino ? Because it seems to me that a week it's a long time .If they would accepted the withdrawall as they said ,monday morning,it should ve arrived . Thank you

Dear Verde Casino Team,

Since the payment was approved from your end on March 20th, could you please specify when the player can expect the refund to be credited to their account?

Hi,

We would expect the payment to arrive this week.

Regards

Hi,the payment has arrived .

Kind regards

Dear BogdanGrigore634,

I'm pleased to hear that you've received the agreed-upon funds and that we were able to reach a satisfactory resolution for both parties.

We consider this complaint to be successfully resolved, and we will now mark it as "resolved" in our system. I would like to express gratitude to both parties for their cooperation.

Please feel free to reach out to us if you encounter any issues with this or any other casino in the future. We are here to assist you.

Best regards,

Michal

Casino Guru