Verde Casino - Player's account has been blocked after winning.

I played via VPN cause they're site lags like hell in some countries,i won 370 euros but they blocked my account

They dont have any problem if you deposit your money via VPN but if you win then they search for reasons to block you so they don't have to give you money back

And then they tell you that they are an honest and licensed casino lol

Dear grnakata,

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 casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

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

I did sent the documents for the verification and i think all of them were accepted and i made the account on 30/01/2024

I was playing slots and specifically on sweet bonanza xmas

I had bonus money on the account but i never used them and when i won i disabled the bonus,so i had 370 euros as real balance

Ευχαριστω που δεν με βοηθατε ουτε εσεις παιδια

Hi grnakata,

Apologies for the delayed response.

• Could you please clarify what you mean by having an active bonus that you never used?
• Am I correct in understanding that you activated the bonus but later cancelled it?
• Was the mandatory wagering completed before you cancelled the bonus?

Thank you.

I did take the bonus but i didn't use the money from it,so when i asked for the withdrawal the bonus was cancelled

Hi grnakata,

I regret to inform you that if you activated a bonus and subsequently canceled it before completing the wagering requirements, your bonus and any associated winnings were also voided.

Please check the following rule (here):

Players may request a withdrawal of their deposited amount prior to meeting the wagering conditions. However, all the bonus balances and free spins will be forfeited at a successful withdrawal.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

All good they opened my account on accident and i did the withdrawal and now i closed my account on my own

All i wanna say to people is to never play on this casino,they are totally unprofessional

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, grnakata, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru