Verde Casino - Player's account has been blocked.

Me acusan de lavado de activos por haber ingresado dinero y no haber apostado lo suficiente, la realidad es que yo en ningun momento realice lavado de activos, la cuenta fue bloqueada sin previo aviso, y en el casino quedaron mis $300000 que tanto sacrificio me costó juntar. Yo la cuenta ya no la quiero, solo quisiera recuperar mis activos.

En el archivo adjunto el último deposito era de 300000, quise retirarlo y me cobraron el 20%de interés (50000) y me bloquearon la cuenta.

Dear germanenriquealcaraz,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the deposit, and it isn't anything unfair. I have also checked the casino’s withdrawal rules in the T&Cs and I found this:

„8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

So let me summarize your issue so I am sure I completely understand what happened - you deposited $300,000 ARS, which you wanted to withdraw right after. The casino deducted the 20% fee and credited the rest of your money to your payment method. Is that correct?

Looking forward to hearing from you.

Best regards,

Kristina

Deposite 300000, aposté y perdi 5000, unas 8hs mas tarde, quise realizar un retiro, me hicieron la deducción de la tarifa del %20 pero no me acreditaron nada, se quedaron con mi dinero y me bloquearon la cuenta.

Thank you very much for your reply, germanenriquealcaraz. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ellos dicen que to viole las reglas, que realice lavado de dinero. Pero yo no realice dicha actividad, asi queme parece injusta la decicion de bloear y rebarse mi dinero.

It seems that the casino accused you of breaching this term:

"8.7. In case of suspicious or fraudulent payment, including the use of stolen credit cards, chargebacks or any other fraudulent activity, the Company reserves the right to block Your Account, reverse any made pay-out and recover any winnings. We are entitled to inform any relevant authorities or entities of any payment fraud or other unlawful activity and may employ collection services to recover payments. However, under no circumstances shall the Company be liable for any unauthorized use of credit cards, regardless of whether or not the credit cards were reported stolen."

Do I understand correctly that you are not aware of breaching this term? Did you use your own payment method to make the deposit?

Hola buen día, claro yo no tenia idea que estaba infringiendo un termino del casino, no fui advertido mucho menos. Si utilicé mi propio metodo de pago para realizar el deposito. Por que ellos creen que estaba realizando un fraude sin previo aviso me bloquean y se quedan con mi dinero. Significa que pueden acusarte de lo que quieran y saquear tus bolsillos como si nada.

Hello Kristina, germanenriquealcaraz

Can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making only several spins? And each time you agree with quite a big commission at withdrawal?

2) Why do you deposit with one method and withdraw via a different one?

3) On 16.01.2023 20:29:35 (UTC) you make a deposit, make no gameplay at all, and on 17.01.2023 10:47:19 (UTC) make a withdrawal. What is the reason for that?

4) What is the purpose of your registration at the Casino?

Thank you for your clarifications.

El proposito de realizar el deposito, y después realizar algunos giros y posteriormente realizar el retiro, es para no perder dinero, ya que toda las veces que gire no gane nada.

Los depósitos los realize connun método y los retire con otro por que es la única forma que entendi.

El 16 deposite y retire el 17 por que me arrepentí de haber hecho el deposito, y quise retirar mi dinero para otra cosa.

Mi propósito en el casino era jugar y tratar de ganar algo de dinero, pero no es nada fácil...

germanenriquealcaraz, this behavior and type of gameplay is typical for money laundering and honestly, I am not surprised the casino blocked you. You are supposed to deposit and play in the casino, not use it as a bank to put money in your casino account and withdraw them soon after without playing.

How many deposits did you make just to withdraw them later?

Creo que hice unos pocos depositos que retire al poco tiempo sin jugar, pero mi intencion no fue realizar lavado de dinero, si mis activos están limpios no es plata sucia.

Dear germanenriquealcaraz,

We have received evidence from Vulkan Vegas Casino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of money laundering. Your above replies are still leaving quite a lot of questions which makes us believe the Vulkan Vegas Casino decision of canceling your withdrawal and blocking your account is not unfair and is acting according to its terms and conditions as mentioned here:

"11. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY

11.5. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity."

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact Curacao Gaming authority here (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

We are sorry We could not be of more help on this occasion.

Best regards,

Kristina