The player from Italy deposited €300 at Verde Casino and won €460, but upon attempting to withdraw, found his account empty and under verification. He accidentally played on a different account, leading to a block on his game account for allegedly violating casino rules, and he seeks guidance on accessing his account and retrieving his winnings.
Verde Casino - Player's account has been closed and winnings confiscated.
Amount: €460
Verde Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for player to reply
2d 7h 54m 28s
Case summary
3 days ago
Public
Public
5 days ago
Translation
Hello, my name is Pietro from the province of Bari. What happened to me was that I decided to open a game account with Verde Casino. I played and deposited over a period of three days a total amount of 300€. One evening, I won 460€ and decided to withdraw it. The system told me to wait one or two days, and so I did. The next day, I went to check, and my account was empty. I rightly sent an email and got a response telling me that my identity was under verification!!! I asked why, and they replied that it was all normal. After that, I loaded more money to play, thinking I was still on my game account, but I later realized I was playing on a different game account with the same Verde Casino, which I never opened. So, I asked for an explanation, and they responded by asking for digital photos of identification documents and my credit card and so on. I complied, and they replied saying that I violated the casino’s rules by opening one or more accounts, which I never intended to do. As a result, they’ve blocked my game account, saying I need to reset the account, which I don't even know how to do. I wrote to them saying I simply wanted to understand how to proceed since their system doesn't let me log in... I just want my winnings, honestly obtained, because I deposited honestly as well. I hope you can respond as soon as possible and help resolve my issue. Kind regards.
Automatic translation:
Public
Public
4 days ago
Dear dibaripietro76,
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.
- Do I understand correctly you mistakenly opened another account while you were waiting for the verification to complete?
- Have you accepted welcome deposit bonuses on both accounts?
- Have you used the same email address when making a registration?
- If you have saved the communication between you and the casino regarding the issue please send it to me in the form of screenshots, chat transcripts, or emails to my email at tomas@casino.guru
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
dibaripietro76 has 2d 7h 54m 28s to reply
