The player from Germany accused Verde Casino of wrongfully blocking her account after winning €1015 and insisted on receiving her winnings. The casino claimed she had a gambling addiction, which led to her balance being set to zero and account restrictions, despite her repeated payout requests. The Complaints Team reviewed the situation and confirmed that the casino's terms stated that only €75 of her winnings was eligible for withdrawal, as the remaining €1015 had been forfeited according to the bonus conditions. The team ultimately concluded that no further action could be taken on her complaint, as the casino's actions were deemed justified under the agreed terms.
Verde Casino - Player's account has been closed and winnings confiscated.
Amount: €1,015
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
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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.
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3 months ago
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.
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3 months ago
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Hello and good day
Unfortunately I couldn't take a screenshot of the bonus
I deposited money for years and won more than 1000€ in the following game
that was not in connection with a bonus.
who now tells me from Verde Casino
Even if that were the case, I would have reached the amount for the bonus and the rest would automatically be converted into real money. That's always been the case up until now.
I was accused of gambling addiction after I asked support and chat several times about my money
then my account was blocked without warning
This bonus that was sent to me by email does not justify not wanting to pay me the remaining money
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3 months ago
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This bonus that Verde Casino constantly refers to has long been reached
I would then have had to receive the money from these winnings in real money
I was not informed about my gambling addiction and no explanation was given beforehand
my account was blocked
I then asked the reason via chat
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3 months ago
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I wanted to send them the chat history. It was deleted
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3 months ago
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The fact is that 1015€ should have been available as real money
instead they suddenly disappeared
I didn't see them in any course
nor in any "said" bonus. I still want to have the money I have won and I do not accept this accusation of gambling addiction! There are and were no signs of this
my account was blocked without warning even though I had won more money after winning a large amount of money through free spins which were only released after four days
My money was also confiscated for this
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3 months ago
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Verde Casino is citing a bonus that was on December 16th and had nothing to do with the winnings from December 17th.
dje were at the games afterward far more than
1500€ earned
after that my account was blocked without any reason
because of the gambling addiction I was in the chat
Informed.
This is an allegation that I would like to have justified and I insist that I be given back all the money I have won that was set to zero, plus the last money from the free spins where there were constant problems.
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3 months ago
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How long does the processing take?
I would like my money please.
I thank you very much for your support
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3 months ago
Dear Lane
thank you for your complaint.
We'd like to inform you, that VerdeCasino follows the Responsible Gambling protocol, thus the operator detected signs of gambling addiction and the 7-day cool-off period was applied.
Re your question:
You received a bonus via promo-code (100% on deposit + 10 freespins on WolfGold)
According to T&Cs of the bonus, the maximum cashout from a bonus is x5 from the amount deposited, more than that - all the information was provided within the bonus card:
You deposited 15 eur, met the wagering requirements and the amount of 75 EUR was transferred to your real money balance. The rest (1015 eur) was forfeited.
Hope this clarifies the matter.
Kind regards
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3 months ago
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This is money earned
why does it expire? That is 1015.41 €
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3 months ago
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I haven't changed my playing behavior!
How to recognize gambling addiction.
The fact is that I won over 1015€ which was simply reset to zero.
I don't accept it.
I want the money
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3 months ago
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I haven't changed my playing behavior!
How to recognize gambling addiction.
I will not be portrayed as a gambling addict just because I asked for my money several times and after the free spins that didn't work for days
I also pay immediately and don't let the casino wait for days
The fact is that I won over 1015€ which was simply reset to zero.
I don't accept it and want the money
it cannot be right that you earn money and do not get it
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3 months ago
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With no authorization, Verde Casino keeps my money and accuses me of gambling addiction?
I only asked for the money I had won and also for free spins that had not worked for days and I had deposited 35€ for them
I still insist on the payout.
my account can remain blocked at Verde Casino.
I don't need a casino that keeps my money and portrays me as a gambling addict.
I will continue to insist on the payment
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3 months ago
Hi Lane,
I’m sorry to hear about the concerns you have with your winnings being capped.
We’ve reviewed the bonus terms provided by the casino, which include a maximum cashout limit of x5 the bonus amount for each bonus. Based on this, your legitimate winnings would have been capped at €75.
- Could you please confirm if you have received this amount?
It’s important to note that, per the terms and conditions of the bonus you accepted, any winnings beyond the stated maximum cashout are not eligible for withdrawal.
Thank you in advance for your reply.
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3 months ago
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I am very angry
all my money was reset to zero!
then I was blocked
and worst of all, the accusation that I was addicted to gambling just because I insisted on my money.
Verde Casino has always accepted my deposits, but if you want the money you have won, you will be blocked
without words
I STILL INSIST ON MY MONEY
I have done nothing wrong!!!
the 75€ were converted into real money
the remaining 1015€ were set to zero
I will not accept that someone is trying to take my money away!!!!
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3 months ago
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I was not even given the opportunity to "invest" the money instead it was reset to zero without warning
This is how you can enrich yourself with other people's money!!!!
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3 months ago
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I insist on my winnings
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3 months ago
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And to portray me as a gambling addict is a disgrace and insulting!!!
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3 months ago
Dear Lane,
Thank you for sharing your concerns, and we truly understand your frustration. We can see how upsetting this situation has been for you, and we want to address your concerns as clearly and empathetically as possible.
The amount of €75 was converted into real money and should rightfully be awarded to you, and we strongly believe that this should be honored. However, the remaining €1015 was not real money but was accumulated as part of a bonus. As per the casino’s terms, winnings from bonuses are subject to a cap of 5 times the bonus amount for each bonus. Unfortunately, this means that the excess amount over that cap is not eligible for payout.
We want to clarify that the casino is not "taking" your money or keeping it to enrich itself. The capped amount was never real money—it was part of the bonus, which comes with specific terms and conditions that limit how much can be withdrawn. No one is trying to take advantage of you.
Regarding the accusation about gambling addiction, we want to emphasize that we are not part of the casino and cannot speak for their exact reasoning. However, it seems this label may have been applied as a precautionary measure, often used by casinos when there are concerns about a player's behavior. We understand how upsetting this can be, and we sincerely hope it was not meant to make you feel attacked.
- We also want to clarify if you have received any actual winnings at all from the casino, as we are still unclear about this. Could you please confirm whether you were able to withdraw any money or if your balance was fully reset?
We truly wish you the best and hope this explanation helps clarify the situation.
If you have any further questions or need additional assistance, we’re here to help.
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3 months ago
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I am not addicted to gambling!!!!
I want the money I won!!!
the 1015€ have simply been set to ZERO.
I could have continued playing with it
only 75€ were converted into real money
what kind of way is that to set the money to zero? It's not just that I'm being accused of gambling addiction, now I'm reacting too emotionally.?!
When a bonus is achieved, the amount is predetermined. It is deducted from the money achieved and ALL the surplus is converted into real money and not just 75€
I won't accept it!
And NO!!
I am not emotional just insists on my money
WHERE DOES VERDE CASINO GIVE THE RIGHT TO CALL ME A GAMBLING ADDICTIVE??!!
THIS IS DEFAMATION!!!!
AND KEEP MY MONEY!!!
I WILL NOT TAKE THAT
THERE!!
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3 months ago
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I will not give up until I get my money (1015€) ...
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3 months ago
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I won't accept it!
1. portraying me as a gambling addict is defamation
2. the bonus was reached and I am entitled to the surplus and not just 75€
3. Verde Casino blocked me without warning or reason
4. I waited for the last free spins for days because there were errors in the casino system.
Then I won money before the ban and the casino took it too!!!
I will not accept this whole thing
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2 months ago
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I've been waiting for days now.
My money is gone, set to ZERO!!
I am accused of gambling addiction, that is defamation!
I expect Verde Casino to pay out my money.
I will not enter the casino again
The only thing I want is all the money I won and a withdrawal of the charges.
Verde Casino has my bank details and the winnings
I expect the money soon and not in a few weeks
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2 months ago
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Good day
I'm still waiting for my money since the blocking on December 17, 2024. Neither an apology for the accusation that I'm addicted to gambling nor for a refund of my money!
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2 months ago
Hi Lane,
Thank you for your response and for sharing your thoughts with us. I truly understand how upsetting this entire situation has been for you, and I want to address your concerns with empathy and clarity.
Bonus Terms and Winnings
Based on the casino’s bonus terms, winnings from bonuses are subject to a maximum cashout limit of 5 times the bonus amount. This means that only €75 of your winnings is eligible for withdrawal, while the remaining €1015 was bonus money that, unfortunately, cannot be cashed out under the stated terms.
While I understand how disappointing this must feel, the €75 is still your entitlement, and you should receive it. Therefore, we will contact the casino directly to request clarification on how this amount can be transferred to you.
Accusation of Gambling Addiction
I understand how distressing the accusation of gambling addiction has been for you. While I cannot speak for the casino’s exact reasoning, I regret any undue stress or offense this may have caused. Casinos sometimes take such steps as a precautionary measure, but they should communicate such concerns more thoughtfully and respectfully.
Avoiding Similar Situations
To prevent such frustrations in the future, I recommend carefully reviewing bonus terms before accepting promotions. If you prefer to avoid restrictions like maximum cashout limits, consider playing without activating bonuses. This way, your winnings will always be treated as real money without additional conditions.
We will follow up with the casino to ensure the €75 is processed for you promptly. I appreciate your patience and understanding as we work to resolve this issue.
Thank you for your cooperation, and I hope we can resolve this matter for you as quickly as possible.
@Verde Casino, could you please provide guidance on how the player can receive their entitled winnings of €75?
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2 months ago
Dear Petronela
The player received their 75 EUR in real money automatically on 16.12.2024 22:16:00 (UTC).
Since a cooling-off period was applied to player's account, the player may request to remove it by confirming the game is under control.
Kind regards
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2 months ago
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I find it unbelievable!!
this is simply accepted
My money is set to ZERO and I am accused of gambling addiction and Verde Casino simply gets away with it!
I still don't accept it.
Now I'm being accused of reacting too emotionally!!!
I still want my money
Even before the ban, I earned additional money through a bonus.
THAT was also retained!!!
unacceptable!
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2 months ago
Dear Lane
We've provided you with a screenshot of the T&Cs of the bonus offer.
If you wish not to take any bonuses and continue playing with real money only (no limitations/max transfer applies), please do let us know.
Kind regards
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2 months ago
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@Verde Casino
they choose the best for themselves.
The fact is that they blocked me without warning, set the money I had won to zero, and also withheld the money I had won again so that I didn't even have the chance to get this bonus.
these are methods!!!
Labeling players as gambling addicts, blocking players. And then acting as if the players don't understand anything, don't follow any rules, but our money is taken.
labeling me as a gambling addict is defamation
I still want the money I won.
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2 months ago
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@Petronela
this is all accepted and the players are the stupid ones ☹️☹️
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2 months ago
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I still can’t understand it
my money is still gone, my account is blocked!!!
verde Casino would only activate my account if I withdraw my complaint here. Then I'll be the stupid one again!!!
I want all my money that was set to zero
also with the last bonuses for which I had deposited real money
it is unbelievable
nothing has happened since December 17, 2024
and verde Casino is fine out of everything
Insulting players who are addicted to gambling 😡
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2 months ago
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I am not powerless but extremely angry!!!
I have earned far more than 1500€
Verde Casino has set all money to zero when a bonus is reached, the amount reached + plus the remaining money will be converted into real money
This was also the case in the past. For example:
If a bonus of €500 is achieved, then €500 will be deducted from the amount won. The rest is my surplus
I had achieved a bonus of 1000€ in the past
the money won was far more than 1000€
This means that 1000€ of the money won
deducted and the rest was converted into real money
nobody here wants to understand me!!!!
I had received the bonus every time with my earned money
The fact is that the remaining amount of 1015€ should not have been set to zero.
!!!!
I still want this money
and also the money from the last bonus that I had earned and was blocked immediately afterwards
!!!!
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2 months ago
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my earned money was set to zero and I could not take a screenshot to prove to you that I had achieved this bonus
and the 1015 € should have been converted into real money instead of zero
Even the last money I earned for a bonus where I deposited €35, Verde Casino simply blocked me so that I didn't even have the opportunity to access this bonus
I want this money too!
Especially since there were constant system errors and I had to wait days for my free spins to be activated
I am not taking back my complaint and still want the money I won!
I don't know how many times I should apply for it🙁
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2 months ago
Dear Lane
For multiple times, again and again, here within the complaint and within our exhausted support and complaints department, we FIRMLY CONFIRM that the wagering requirements of the bonus you opted for were met. And the max amount of 75 EUR was converted to real money balance.
The remaining EUR1,015.41 was forfeited, as per T&Cs of the bonus that you personally opted in for. (Please refer to the screenshot above).
According to T&Cs of the bonus, the maximum cashout from a bonus is x5 from the amount deposited.
Your deposit amount was 15 EUR: 15x5=75 EUR.
If you do not wish to meet any wagering requirements or any sort of limitations - we are suggesting playing with real money only.
Hope this clarifies.
Unfortunately, casino has nothing else to add.
Best regards
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2 months ago
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And I inform you @ Verde Casino that I want the rest of my money minus the bonus I have reached in the amount of €1,015.41 that you have set to zero
plus the bonus money I earned before you blocked me!!
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2 months ago
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I am extremely annoyed
@Verde Casino wants to make me believe that I won money from 10 free spins, but it was in completely different games that I won the money and not the €75 that Verde Casino keeps advertising here.
I am still blocked. The chat history has been deleted.
My account would be activated if I withdraw the complaint here!!
I will not do that.
I insist on getting my money back!!!
To label me as a gambling addict is a bottomless impudence and defamation!!!
Apparently Verde Casino doesn't care if you complain! My money has been zeroed!
my earned money was set to zero and I could not take a screenshot to prove to you that I had achieved this bonus
and the 1015 € should have been converted into real money instead of zero
Even the last money I earned for a bonus where I deposited €35, Verde Casino simply blocked me so that I didn't even have the opportunity to access this bonus
I want this money too!
Especially since there were constant system errors and I had to wait days for my free spins to be activated
I am not taking back my complaint and I still want the money I won! I don't know how many times I should apply for it
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2 months ago
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once again!!!
This is the money I won and not the €75 that Verde Casino keeps mentioning!!!!
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2 months ago
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I was blocked without warning, my money was set to ZERO and I was insulted as a gambling addict and made out to be stupid!!!
but Verde Casino constantly only writes about 75€ which has little to do with my "credit"
I won't give up until I get my money back
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2 months ago
Hi Lane,
I truly understand how incredibly frustrating and upsetting this situation has been for you, and I want to acknowledge the emotions you’ve expressed. However, after multiple attempts to explain the situation and review the circumstances, I need to be clear that we are at a point where we can no longer proceed with your complaint.
We have carefully reviewed your case and have explained that the maximum cashout from the bonus you opted for was €75, which is 5 times your €15 deposit. The remaining €1,015.41 was forfeited, in line with the casino's terms and conditions. The casino did not confiscate any of your rightful winnings; they simply applied the bonus conditions that were agreed upon.
I know this outcome is not what you hoped for, and I’m sorry that it’s caused so much frustration. However, after thorough consideration, we are unable to take further action on this matter.
We have already explained this several times, and while I understand your disappointment, the rules are clear. The casino’s actions were fully justified, and they followed the terms you agreed to.
At this point, we have no further information or new arguments to address. After reviewing everything thoroughly, I’m afraid we are forced to reject your complaint as unjustified.
This is the final resolution. I encourage you to carefully review any future bonus terms to avoid similar situations.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
