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

Good evening,

I registered at the above-mentioned casino.

I deposited 50 euros without a bonus, but when I started to play, it wasn't allowed. I contacted their support, and they told me that my account was closed, which I didn't remember.

I told them that they shouldn't have let me register, just like all casinos do when a player's account is closed.

I asked them to return the 50 euros I deposited, but they refused because it was confiscated.

Is this really possible?

Is this how player protection works?

I chose it because it had a high rating.

Thank you.

Dear marofa,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are facing. To better understand your situation, I would like to ask you a few questions:

• Have you previously created any other accounts at this casino that were subsequently closed?
• Could you please confirm the date when your most recent account was closed? Was it before or after you started playing?
• Did you upload any identity documents to your casino profile for verification?
• Have you completed your personal information in the casino profile? If so, could you specify when exactly this was done?

I hope these details will help us assist you more effectively. Thank you in advance for your reply.

Best regards,

Veronika

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.

Good day to you

I signed up on 2/12/2024 and they sent me a welcome email.

I don't remember if I had a closed account in the past, I probably had since they say so and closed it

My account expired before I started playing on 12/3, the games wouldn't open

I did not send documents because I was not asked for them.

I uploaded all my personal information on 2/12/2024

The issue is that they allowed me to deposit normally and fortunately I deposited 50 euros. If I deposited 1000, would they keep them too?

Thanks

Dear marofa

Thank you for the complaint

Indeed, we can see that you requested the closure of your main account mar**al@hotmail.com on  02.12.2023 12:48:27 (UTC) 

And on 01.12.2024 22:43:14 (UTC) you created the account mar**al@gmail.com and deposited.

Please let us know if you have a gambling addiction, if not - we will transfer 50 eur to your main account and unblock it.

Kind regards

I don't have a gambling addiction

I don't want my money confiscated

Dear marofa

Should we transfer the amount to your main account?

Regards

You haven't transferred them yet.

I'm still waiting.

I also can't connect.

Dear marofa,

Could you please specify if you closed your previous account due to gambling addiction? Please forward me the email you sent to the casino when you requested your first account be closed at veronika.f@casino.guru. Thank you for your cooperation.

Good morning

I can't find or remember such an email.

The casino said it was December 2023. Let them send it.

But what does it matter?

If it were as they say, they wouldn't have allowed me to register and make a deposit.

Other casinos don't even allow you to register.

Thanks

If you were permanently self-excluded due to gambling addiction and later opened a new account using a different email address, the casino's system would not recognize you as a self-excluded player. This would remain the case until you verified your account or provided more detailed personal information in your profile.

Dear Verde Casino representative,

Could you please let us know if you unlocked the player's second account?

Dear Veronika

Just as previously stated, we are expecting from the player to confirm their desire to shift the disputed 50 eur, then the account will be unblocked, unless the player experiences the gambling addiction.

Kind regards

Good evening

I told them a week ago that I accept their transfer and they have done nothing.

Thanks

Hello,

The player may continue using account mar**al@hotmail.com

Regards

Thank you, dear Verde Casino representative, for the confirmation.

Dear marofa,

Please let me know if there is anything else we can assist you with, or if your complaint may be closed.

Ok

can close

Thank you very much

Dear marofa,

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, 

Veronika Fritz 

Casino.Guru