The player from Portugal, a frequent patron of several casinos, was blocked from accessing her accounts without explanation, including Ice Casino, Vulkan Vegas Casino, and Verde Casino. Despite having complied with KYC verification and regularly made deposits and withdrawals, she was suddenly unable to play. She had no balance in her account at the time it was blocked, and she had not been in contact with customer support after the block. Our investigation revealed that the casinos reserved the right to close accounts, especially when they had no balance. As such, we were unable to assist the player further in this matter.
Verde Casino - Player's account has been blocked without reason.
Amount: ??
Verde Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
I've always been a regular player, and without any issues or understanding the reason, I've been blocked.
Throughout the day I played without any issues, but then at night, this notification comes up.
Oops!!
The player has been blocked!
I found out today that I was blocked from Ice Casino as well as Vulkan Vegas Casino. There seems to be no reason behind it. I've made considerable withdrawals, practically every month I play, make deposits, and withdrawals, so far without any problems.
I have completed KYC verification on all of my accounts.
On this site, Verde Casino, last month I had winnings of 3000 euros where they asked me for bank statements and everything - I sent them what they asked for! I received the money, today I go to play and I am blocked, both here and on other sites. But there's no reason!
Automatic translation:
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8 months ago
Dear AnaPereira90,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Verde Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
What was the balance in your account at the time it was blocked by the casino?
When was the last time you were able to access your account?
Did you contact customer support to find out why your account was closed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
Good morning,
What was your account balance at the time it was blocked by the casino?
At the moment I had no balance, I had already made a withdrawal in January of 3 thousand euros. I received it without any problems, and as I had made a good profit I haven't played with it.
When was the last time you were able to access your account? I think I went in on Monday to see if there were any bonuses available. But he had managed to get in. Yesterday I was already blocked, both on it and on Vulkan Vegas and Ice Casino, I had to do some research and they must all belong to the same entity.
Have you contacted customer support to find out why your account was closed? After 3 blocks I didn't even get in touch anymore because after the 2 games the answer was always the same and they could do it without prior notice. I assume they blocked me because I have been making good gains!
Automatic translation:
Public
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8 months ago
Dear AnaPereira90,
I have checked the Terms and Conditions of Verde Casino, and this is what I found:
13.5 The Company may terminate Your Account, -including your username and password, - immediately without notice:
13.5.1. if we decide to discontinue to provide the services in general or specifically to you, but only in the event that the player's real money balance falls below a minimum stake amount;
I understand that you may be experiencing some issues with the casino's decision to close your account. However, please be aware that the casino has the right to determine who they will provide their services to. If there is no money in your casino account, the casino may decide to close your account without giving you any explanation. Unfortunately, we are unable to investigate their reasons further and we do not have the authority to compel casinos to provide their services to you.
As a result of the aforementioned reasons, we regret to inform you that we will not be able to assist you further in this matter. Thank you for your understanding. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.
