Verde Casino - Player’s account has been closed and winnings confiscated.

Hello, Im playing on verdecasino quite some time already, but it was strange for last few days, I was playing on their casino 2 days ago and I tried to withdraw the money I won 2745,14 PLN, but yesterday they cancel my withdrawal and blocked my withdraw option and it was saying that I can’t make and withdraw contact customer support so I contacted them. Then they said that my account is in review in administration, so I went back to sleep and today I tried to log in and withdraw my money but I can’t because my account is locked and I tried to contact them but they said it’s permament but I don’t do anything and my money I lost.. Can I at least get my money back? Please

Dear kkkk,

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? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Could you please advise how long were you a player of the casino and when exactly was your account blocked? 

-exactly 06.05.2024 and my account was successfully verified at 08.05.2024 and my account was locked yesterday but today it’s not

How did you learn about your account being blocked? 

-Actually It’s not locked anymore but I can’t play slots or make a withdrawal.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

Slots only

Did you achieve your current balance with the help of a bonus? 

I accumulated winnings without active bonus.

Dear Tomas,

It appears we are dealing with a fraudulent player who has discovered a way to exploit our bonus system.

Could we send an email with the explanations? The information is quite sensitive and could impact other casino operators.

Kind regards

No I don’t? I casually playing like always and yes you can send email

I just want to withdraw my money. I don’t mind to lock my account. I quit gambling anyway.

Thanks both parties for your reply.

Dear Verde Casino Representative,

Please send me the proof of the allegations against the player to tomas@casino.guru so we may review it.

Thanks in advance for your assistance.

Dear Tomas,

The e-mail with explanations and proofs were just sent.

Kind regards

Hey, I also want to see the explanations and proofs why my account is locked

Thanks for your email and the evidence provided.

Dear kkkk,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

We reviewed the evidence and concluded it proves you used an exploit to accumulate unfair winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.

I am sorry we could not have been of more help on this occasion.

Best regards

Tomas

Casino.guru