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

I live in Germany. My account got locked because I had accidentally VPN on from Latvia because i come from Latvia and watch TV shows online that only work with VPN, I forgot to turn it off and went on VerdeCasino. I won 1.500€. I was waiting for KYC verification witch lasted days and didn't get any information on email, I every day had to write them and ask for more info about my issue. I sent all my documents, everything and then they locked my account, also didn't send a reason, nothing, I again had to ask myself. Okey, I understand, I accidentally broke a rule, block my account but I want my money back, I have many times deposited money, I wagered my own money, so the win "1500€" is made from my money, not bonuses or cashbacks. Everything with this site is a mess. Then they say they can unblock my account and I get to keep 70€ from the 1500€.. What is that? Some kind of bail or what? And then the only thing they keep is saying we are "loyal" "honest" blablabla.. That made it sound more and more like a scam. That is not normal! Accidents happen, but that doesn't change the fact that my money got wiped. I would like my money back, that's the only thing I'm asking for.

Dear Laimoniss,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with Verde Casino.

To better understand your situation and assist you effectively, could you please clarify the following points:

• Could you confirm if you had informed the casino about the accidental use of the VPN from Latvia before your account was locked?
• Have you received any written explanation
• Had your account been previously verified, and have you successfully received any winnings from this casino in the past?
• You mentioned you sent all your documents for KYC verification—could you confirm if the casino acknowledged receiving these documents and whether they requested anything additional?

If you have any relevant communication or evidence regarding your case, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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 had deposited many times to this site but didn't win anything and didn't see that they hadn't verified, now when I won I wrote support to verify, after 3 days of waiting they locked my account. I had to prove that I'm in Germany so I sent a Utility bill. Then they asked me how is it that I was playing from Latvia and Germany with a 1 hour diference, and I explained that I accidentally had VPN on because of watching Latvian shows in Germany. It was really an accident.. Sounds like a scam to me.. I don't have many screenshots I didn't know it will end this way, and my account is blocked so I can't see dialogue history anymore.

Greetings, all

The player may continue using our services.

Kind regards

Hello, I see it has been unlocked.

For me the Issue will be resolved as soon as the money hits my Bank

Thank you 🙂

Thank you very much, Verde Casino Team for your assistance.

Dear Laimoniss,

Please keep me updated once you receive your payout.

However, I want to remind you to be cautious when using a VPN for online casino activities. While VPNs can provide privacy, they may lead to issues with account verification or violate the casino's terms of service. This could potentially cause delays or even account suspensions. Always ensure that your actions comply with the casino's policies.

Thank you.

Sure will do and Thank you very much, I will respond as soon the withdrawal goes through!

Perfect, Laimoniss. I’ll be waiting patiently for any updates from you.

Wishing you a great week ahead.

Hello,

According to our records, the player received the winnings at 03.12.2024 13:02:29 (UTC)

Kind regards

Hello, I can confirm, I just received the Money 5 minutes ago!

Thank you 🙂

Dear Laimoniss,

Awesome news :) We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru