Verde Casino - Player’s account has been blocked.

They blocked my account and I don't know why

Dear samantaretamozo1991,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Are there any funds being held by the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I had my account about 2 weeks ago.

My data was successfully verified and validated.

I played only slot games

He had about $90,000 in the casino

Good morning, I want to inform you that when my access was blocked, I had that amount of money that I clarified above (90), I had withdrawn but the payment had not arrived (it was unsuccessful). Yesterday (January 20) I received the payment from the casino BUT I still have access blocked.

I keep $1600 in the casino.

I would like to continue using my account.

Do I understand correctly that you received some withdrawal from the casino yesterday but still 1,600 ARS is being locked inside your blocked account? Have you accumulated your winnings with or without an active bonus?

Exactly.

I stay 1600 in the casino without being able to withdraw.

I have never occupied bonds.

Hello samantaretamozo1991,

Have there been any developments since our last conversation, please? We know that the last payment has been processed on the 20th of last month. Have you received the last withdrawal of 1,600 ARS already?

Good morning, my account is still blocked

Thank you very much, samantaretamozo1991, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi samantaretamozo1991,

I've just reviewed your case and fully understand your concerns about the blocked account. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

I'd like to invite Verde Casino to join this conversation and participate in resolving this case. Dear Verde, can you please provide us with more information regarding the case? Are there any specific reasons for the player's account to be blocked?

I'm looking forward to hearing from you.

Best regards,

Natalia

Hi all,

Player can request the withdrawal, afterwards, the account will be permanently blocked.

Best regards

Dear Verde Casino, thank you for the reply. Could you please explain why the player's account will be blocked?

Dear samantaretamozo1991, have you tried to request a withdrawal again? Do you have an access to the account at the moment?

Hello,

The withdrawals are completed.

The player will be blocked because the aim of the player is not to play the Casino, also the player violates the T&Cs of the casino in terms of depositing via one payment method and withdrawing to another.

Kind regards

Dear Verde Casino, thank you for the reply. Could you please send the confirmation that the withdrawal was completed to natalia.b@casino.guru since we haven't heard from the player yet? I'd also really appreciate it if you can share any proof confirming that the player violated the T&C. Thank you!

Regards,

Natalia

Dear Natalia,

The proofs were just sent.

Kind regards

Dear Verde Casino, thank you for the proofs.

Dear samantaretamozo1991, could you please confirm that you already received your money? Please, let us know.

Dear samantaretamozo1991,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.