The player from Greece had his account blocked while playing a slot machine due to incomplete profile information. Despite providing clear documents for verification, he faced over a week of delays and communication issues with the casino's support. The issue was resolved after the player clarified that the discrepancy between his profile name "ALEX" and his identity card name "ALEXANDROS" caused the problem. Once this was explained, his verification was completed, and the account was unblocked. We marked the complaint as resolved.
Verde Casino - Player’s account has been closed due to incomplete profile information.
Amount: €250
Verde Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Suddenly and at the time I was in a slot machine, I've been kicked out, and never did it to get inside again.
"The user is blocked"
I'm trying to solve this via email and chat. The answer is the following (copied from the chat):
"Your account has been blocked because your profile information is incorrect. Please specify why your name is not fully specified in your profile?"
So I'm asking, as I did to support, If something wasn't clear, shouldn't they send me an e-mail, as they did all those days, asking for more and more docs to verify my account?
By the way is over a week that I'm trying to verify my account. And there is no reason for this delay... Photos are very clear and everything is just what they asked to be.
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4 months ago
Dear alexlos1986,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. According to Verde Casino's Terms and Conditions:
5.1. In order to open an account ("Your Account") to use the Website services, you should provide your e-mail address, choose a password and fill-out the information required to complete the registration by providing us with personal information, including your name, date of birth and phone number.
5.2. To verify your identity, the Company reserves the right to request, at any time, satisfactory proof of identity. Failure to supply such documentation may result in suspension of the account.
5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions.
Could you please specify what name you entered in your casino profile?
Does the name in your casino profile match the name on your identity documents?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
My problem solved finally.
What happened is that my identity card, says "ALEXANDROS" and I wrote "ALEX" in my profile!
I accepted the rules, I know. But I think it's very obvious and never had that problem. Never before. Finally I explained, and of course my verification completed after all.
Thanks for getting back to me and for your willing to help.
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4 months ago
Dear alexlos1986,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
