Verde Casino - Player’s account closed and withdrawals canceled.

Hej Casino Guru,

Mitt problem är mot Verde Casino där de först avbröt mina uttag på 2000 euro och nu när jag försöker ta ut mina pengar så nekar de mig att göra det och har blockerat mitt konto..

De svarar inte när man mejlar.. Så snälla kan ni hjälpa mig i detta ärende.

Dear C2D2,

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? 
• Has your account been verified?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Dear C2D2

Please kindly let us know how you came up with the disputed amount of 2100 EUR.

Secondly, please let us know if you've initiated the chargebacks.

Thank you!

Regards

Hej Tomas,

Tack för svar.

Var medlem där från slutet av Maj 2024 till mitten av Juni 2024, kommer inte ihåg exakt datum men bad om exkludering själv.

Skulle göra uttag och då stod det att jag var exkluderad när jag skulle logga in, även fast jag via mejl fått tillåtelse att ta ut mina vinster.

Mitt konto var fullt verifierat och de avbröt mina uttag ändå.

Spelade på slots. Vann stora summor på Gates of Olympus 1000 bland annat.

Har inte använt en bonus så det kan de inte skylla på.

Hoppas ni kan hjälpa mig i detta ärende.

Thanks both parties for the reply.

Dear C2D2,

• Could you please explain what the disputed amount of €2100 represents in this situation?
• Have you initiated chargebacks on your deposits in the casino?

Dear Tomas,

Jag hade ett uttag på 2000 euro totalt som vart avbrutet av Verde Casino olagligt. Sen vart en spelrunda på Sweet Bonanza 1000 avbrutet när jag satsat 100 euro och fick dessa pengar återbetalda till mitt spelkonto.

Så därför är summan på totalt 2100 euro som Verde Casino är skyldig mig.

Jag har inte påbörjat mitt återkrav på mina insättningar via banken då jag ville ge Verde Casino en chans att återbetala dessa utan inblandning av myndigheter.

I apologize for not replying sooner.

Dear C2D2,

I would advise against requesting chargebacks unless absolutely necessary since this might cause you issues when dealing with online casinos in the future.

Dear Verde Casino,

Could you please explain if C2D2 is eligible for withdrawals and what obstacles there are in processing withdrawals?

Hey, Tomas

We've checked the account.

Looks like the last withdrawal request was rolled back. So the player currently has 100 eur on the account and must make a new withdrawal request (the payout will be successful in case the player did not ask the chargebacks). Other than that, the player is blocked due to gambling addiction.

Regards

Dear Tomas,

We received the confirmation from PSP, the player received the money via chargeback, which is unacceptable by casino and breaches the T&Cs.

Sorry, but we will not be able to withdraw 100 eur. The player will remain blocked.

Regards

Hej Tomas & VerdeCasino,

Hur förklarar ni de uttag på totalt 2000 euro som ni avbröt?

Sen har jag INTE fått några insättningar återbetalda från er, så det är ren och skär lögn.

Så ni kommer inte betala ut mina pengar jag har rätt till? Ännu en olaglig handling från er sida..

Hoppas ni på Casino Guru kan reda ut denna soppa.

Hello C2D2

All the withdrawals to your bank card were declined on the payment provider's side.

You should have used alternative withdrawal methods, including bank transfer.

Kind regards

Dear C2D2,

requesting a chargeback on your deposit will always result in the casino denying withdrawal of your winnings since the money that should have been used for gambling was returned instead.

Do you deny receiving the amount of your deposits as a result of a chargeback?

Hej Tomas,

Jag har inte begärt någon återbetalning eller fått några pengar återbetalda för insättningar gjorda på Verde Casino.

De ljuger och hittar på saker för att inte betala ut legitima vinster. Be gärna Verde Casino skicka bevis på de påstådda återbetalningarna samt bevis för att mitt bankkort blev avvisat av betalningsleverantören.

Sen att jag borde provat andra uttagsmetoder är inte lagligt enligt deras T&C eftersom man ska använda samma metod som när man gjorde insättningarna.

Hello Tomas,

Based on the confirmation from the PSP, the player was already refunded 6 transactions, amounting to 510 EUR. This fact completely undermines our trust and forces us to cease any further cooperation with this customer.

Kind regards

Dear Verde Casino,

Kindly provide proof of chargebacks being requested to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear C2D2,

Kindly provide evidence you haven't received any funds on the account in the form of a bank statement. The list should be complete without any filter, with identifiable transactions of deposits made to the casino. Please send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear C2D2,

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.