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

Casino blocked my acc after 16000€ win i deposited 1500€ win 16000€ casino sent me 27 emails that my withdrawal was canceled and blocked my acc without any messages i was completed verification

Dear zzzydrunass,

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? 
• Did you achieve your current balance with the help of a bonus? 
• When was your account verified?
• Could you please share your attempts to resolve the issue with casino support? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,i created my acc at verde casino 2023 12 , my acc was blocked yesterday after my win ,i achieved my balance without using any bonuses ,i deposited 1500€ in my balance using Mastercard, my acc was verified yesterday,i sent them all information,my bank card details my paspor,selfies with my documents,bank statmens etc... after couple of hours they blocked my acc send me email that my acc is blocked and my withdravals now canceled,they dont talkino with me right now via email...need some help here..thank you

Dear zzzydrunass

The casino has requested a proof of gameplay from Germany.

Congrats on your win!

Regards

Hello,iam shocked after yesterdays situation for first time in my playing in every casino this hapened,i sended everthing via email to verde casino but stil no answer for me ,still waiting

Regards

Hello,is still no answer from verde casino to me via email or other chanels..

Thanks both parties for the reply.

Dear zzzydrunass,

• Could you please clarify what proof you sent to the casino?
• Have you sent the reply to [email protected]?

Quick update,my acc is now opened, but when I click to withdraw money, I get a message that it has been rejected, I tried about 50 times :/

Dear zzzydrunass

According to our records, you started receiving the winnings.

Please kindly specify the disputed transaction IDs, so that we will investigate the reason they are declined.

Regards

Hello,i can confirm now that i received 617€

i requested total amount of mu balance 17.2k.. my witdrawals was splited into 41 piece now as i see

I haven't been able to get any explanation from from Verde casino , just the whole amount is divided into 41 payments for some reason

Can I ask when the full amount will be paid and why it is divided into 41 separate payments?

Dear zzzydrunass

All the withdrawals are approved according to T&Cs of the casino.

Kind regards

Hello, I wanted to ask when the money will be paid, and why is the payment divided into 41 parts? At the moment, I see that 5 payments have been confirmed, that is €1967, and there are 36 more payments left.

Dear zzzydrunass

Please kindly refer to T&Cs of the casino regarding the withdrawal terms or speak to online support.

Kind regards

Thanks to both parties for providing the details.

Dear zzzydrunass,

I fully understand your wish to receive your winnings as soon as possible.

Please let me know whether your withdrawals are processed as scheduled, and if you agree we'll consider the issue resolved.

Please let me know how you wish to proceed further.

Hello, at the moment only part of the money has been paid, maybe we could wait until the full amount is paid?, because it is so strange that the amount is divided into 41 parts

Hello once again my acc is blocked i cant login to my acc.. does anyone know why suport dont tell me nothing till yestarday

i have all screenshots with me too ..

Suport via verde page or via email says nothing about this situation need some asistense here....

i have no acces to my acc..

Till today i just waited for my withdravals just conected to see whats going on my acc and today i have no acces to it...

How is it even pasible when i cant login to my acc???

wow... wow wow wow...first time it have that situation with any casino ...

Dear zzzydrunass

Looks like your account has been hacked. We highly recommend changing the password for your e-mail.

Please contact support to know your next steps.

No need to worry, your money is safe.

Regards

Hello,i see that my acc is normal again but the withdravals shows that rejected,is i need to wait more time or it will be completed skonis because i requested on january 3 my all balance,one more thing i only loged in verde acc using my google security its only posible to loging in with my fingerprints,its practily imposible to do it,is my data is safe in this casino??? Its shows for me that my latest withdravals where rejected...i want to that my withdravals will be completed on time frame since january 3 because i didnt canceled or do nothing else...

Thanks for updating me on the latest developments.

Dear zzzydrunass,

Kindly let us know if you were able to request further withdrawals from the casino after the recent incident.

Hello Tomas ,i requested again,but silence from casino verde,dont understand why my withdravals where canceled...worst exp so far here... nothing similar happened on other casinos...

Checked today,all withdravals was rejected yesterday without any message,do you know why maybe?online suport says nothing and closed the chat...

Hello i see now that my balance is set to zero all withdravals canceled my balance left was 11900€ suport chat not responding payment history deleted have all screenshots with me

it says canceled by user but i didnt canceled anything here

Need some assistence please

Withdravals where rejected about 5 times..,suport chat didnt responding

hello once again, as far as I can see, verde casino once again rejects all my withdrawals, support chat helps nothing, lies, takes the place of a fool, how can you understand that this casino does not want to pay me my money, I am attaching screenshots, I am waiting for your answer, I also ask you to explain verde casino how is this possible?

hello, I found it again, today is another situation, my balance is again 0, payments have been canceled, the data here is not safe, I have not canceled a single payment, and I have not played verde casino, I was just waiting, what is incomprehensible is that suport chat does not check, I have all the screenshots with me if necessary, I want my balance to be reset and payments to be made, I haven't answered anything and I haven't played, check the ip Addresses, used devices, everything that is needed for this situation, I am waiting for an answer from verde casino??? Ass you see im chat there was not me and my data isnt safe

Hello, I am contacting you once again, yesterday I read all the forum posts from verde casino, I noticed that two months ago a player from Italy also complained about the same problem that when the player joined the help chat with his name, messages were written, the same thing happened to me in that chat They demanded from me that I paid €1000 if I want the payments to be unreturned, and I also received an email saying that the person who was online in my name balance will be lost if I don't pay the money, I haven't returned the payment and I haven't gambled in this casino since December 30th, I sent screenshots to the suport chat that it wasn't me, please check the ip address that was used, which device it was used on, I'm very upset about this situation because my balance from €11,000 is shown as €0.15 and my withdravals shows rejected

I am asking for your urgent help regarding this situation, I changed all passwords once more during the conection

Hello, once again, I confirm that the paid amount that you indicate is correct, I did not receive more payments, all other payments were constantly canceled as soon as I clicked, and I was also logged out of the page as soon as I joined it, someone did it without my knowledge, I confirm that I changed my passwords both in gmail,and on your page even several times, as well as login in the app with fingerprints, please help in this situation, I just want to withraw my money that i won and leave a good review about your casino, I am waiting for your answer,I also want the security of my data to be ensured

Hello, I'm writing again, it's been almost a month, I still haven't received the full payment, online support doesn't help much, I'm asking you to get out of this situation, I don't want to lose this money, I also asked Google if my acc safety was breached, but they confirmed to me that my acc is safe, there was no damage during the last month, only my connected device, which I also use to connect to the casino verde, I am asking for your greater withdrawal from this situation and also for my winnings to be paid out in full, because it was not me who reversed the payments and I informed both online support and you about it before that hapened as i saw that in chat somoene write in my name that i need to pay them , I am asking for your help, I want the balance to be restored and my winnings paid out, security is on my side secured, I also ask you to ensure that my data is protected because from my side securyti is not breached and data is safe

Thanks for the updates.

Dear Verde Casino,

Are there any other ways to assist the player from your point of view?

What next steps should be taken?

hello again, I am asking for help in this situation, I just want payments to continue and my balance to be restored, while verde casino online support says that I need to wait another day, second day i need to wait,etc... I am asking both you Tom and Verde casino for a larger help in this is the situation because the online support doesn't say anything and the casino doesn't respond to emails... I didn't canceled any payment... verde casino you told me in a higher post that my money is safe i don't need to worry but right now i am very worried...

Week just passed already,no answers,check ip adreses,used devices,check everything you need to here from your side isnt Hard i think,you guaranted that my money is safe here but week just passed and no actions where taken here,plus i checked all payments hystory,they tried to use crypto for withdraving,i dont use crypto,i just want that my balance will be restored and continue withdraving,all evidence is on your side you just need to checkit...

Dear zzzydrunass

Please kindly check out your gaming account.

Kind regards

Hello, I see that my balance has been restored, I have already filled out the request to withdraw my winnings, I will let you know how it goes as soon as I have some news

Thanks for the great news to Verde casino.

Dear zzzydrunass, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Tomas, thanks for your suport here!,okey i will keep you informed about any news here

Dear zzzydrunass,

Has the payout reached you? May we consider the issue resolved?

Hello, casino verde paid out 1450€, the balance still has 8450€ left to pay,paying is very slow,payment is divided into small peaces

Hello Tomas,i want to inform that half of the amount where transfered waiting for 9payments left

Dear zzzydrunass,

Were the remaining withdrawal requests processed to your bank account?

May we consider the issue resolved?

Hello tomas , 5 payments are still left

Greetings,

The casino has approved all the withdrawal requests.

Regards

Hello,i see that one payment is left to be payed all good as i see

Dear zzzydrunass

Please specify the disputed transaction ID.

Regards

Hello one more time,thank you tomas for asisstence,thank you casino verde representative,i want to tell that all funds where payed,wish you good luck& thanks again for help!!!

Dear zzzydrunass,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru