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

After reaching the bonus at Verde Casino, I managed to win €1015.

My balance was set to zero, and now I've been blocked. They accuse me of having a gambling addiction just because I'm insisting on getting my money.

It shouldn't be the case that when the bonus is reached, the remaining money simply gets deleted.

I have repeatedly requested my winnings to be paid out to me.

Without success. On the contrary, I've been banned.

Am I labeled as having a gambling addiction just for wanting my money?

I will not accept this. This is money that is being wrongfully withheld from me.

Dear Lane,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you are experiencing with Verde Casino and the accusations against you. To help us better understand and address your case, could you please provide additional details about the situation?

• You mentioned that you were playing with a bonus—could you clarify which specific bonus you used? For example, was it a welcome bonus, a deposit match, or another type of promotional offer?
• Were you informed of any specific terms and conditions tied to this bonus, such as wagering requirements, maximum bet limits, or other restrictions?
• Have you received any detailed communication from the casino regarding the accusations of gambling addiction or why your account was blocked?
• Could you share any correspondence with the casino (e.g., emails or live chat transcripts) where they explain the reasoning for withholding your winnings?

Additionally, we noticed that some of the screenshots you sent were blurry. Could you please send clearer versions or any additional relevant documentation to petronela.k@casino.guru? These will help us present your case more effectively.

Your cooperation is crucial for us to proceed with the case. Without the necessary details and evidence, we won’t be able to mediate successfully with the casino on your behalf.

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

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.