The player from Germany won over €70,000 at Verde Casino. He requested a withdrawal, but his account was subsequently suspended on accusations of bonus abuse. The player insists all his recent deposits were without bonuses. We closed the complaint as resolved since the player confirmed no withdrawal problems, so we assumed the whole sum would be paid out.
Verde Casino - Player's account has been unfairly suspended for bonus abuse.
Amount: €73,366
Verde Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Good day,
I deposited €500 at Verde Casino, played without any bonus, and had the good fortune to win over €70,000.
In the days leading up to this, I had made a deposit using a bonus once but lost all the money and subsequently deactivated the bonus.
Last Monday, I made several more deposits, all without using any bonuses. I lost the entire funds from these deposits as well.
Early Tuesday morning, at 1:22 a.m., I made another deposit of €500, once again without a bonus. With this particular deposit of €500, I was able to achieve this large win of €73,366.76.
I then requested a withdrawal of €4,990 via Mifinity.
Now, on this Wednesday, my account has been suspended, with the accusation of bonus abuse.
However, as I previously stated, all my recent deposits were made without any bonuses.
And the last time I played with a bonus, I lost all my money and deactivated the bonus afterward.
I am seeking help.
Automatic translation:
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9 months ago
Dear timostoiber,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what kind of bonus have you used? Have you received any confirmation that this bonus was deactivated and the bonus rules no longer applied?
What types of games have you played when you achieved your large win?
Could you please confirm that you passed the KYC verification?
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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9 months ago
Translation
Hello,
was last played with a 100% deposit bonus, but several deposits ago, as already mentioned. I deactivated the bonus myself after losing my money in my profile under the Bonuses tab. This also worked.
As already mentioned, no bonus was used when I deposited my big win!
I have already passed the KYC and already made successful withdrawals.
I have all made my big wins playing Sweet Bonanza.
I also played Sweet Bonanza Xmas and Sugar Rush. Then nothing
Edited
Automatic translation:
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9 months ago
Have you contacted customer support regarding the accusations of bonus abuse? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.
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9 months ago
Thank you very much, timostoiber, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hi timostoiber,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Verde Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
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8 months ago
Hello,
The player may use the account again.
Kind reminder re the bonus T&Cs:
"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."
Regards
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8 months ago
Dear Verde Casino,
Am I correct that although the player's account has been reopened, the winnings remain confiscated? If that is the case, can you please provide us with any relevant evidence confirming the breach of the bonus T&C?
Kindly send the data to my email address: tomas.k@casino.guru
Let me know once you do so. Thank you very much.
Kind regards,
Tomas
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8 months ago
Translation
Hello,
Verde Casino unblocked the account and the winnings are all in my player account. The balance is €73,366.76.
I have now requested a first payout.
I'll keep you posted.
Thank you!
Edited
Automatic translation:
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8 months ago
Dear timostoiber,
I'm glad to hear that! Can you please update us once you have received the payment?
Thank you both for your cooperation.
Kind regards,
Tomas
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8 months ago
Translation
Good evening,
so far i have received payouts of 2,990€.
Now €70,376.76 is still missing.
Best regards
Tim
Automatic translation:
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8 months ago
Dear timostoiber,
Could you kindly provide an update on the current status and the amount of funds received so far?
Thank you.
Kind regards,
Tomas
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8 months ago
Translation
Hello, so far I have received €7,984.
€65,382.76 is still missing
Best regards
Tim
Automatic translation:
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8 months ago
Can you please explain the situation in more detail? Have you requested the whole sum to be withdrawn? What is the amount that the casino is processing daily?
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8 months ago
Translation
I always apply for €5,000 and the amount is then split. The casino pays out at irregular intervals and different amounts.
But as long as I get my money I'm happy.
I will inform you when I have received everything or if there are any problems with the payment.
Automatic translation:
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8 months ago
Thank you for the information. However, we cannot keep this complaint open until you have received the full payment because it might take a long time. I will now extend the timer for one more week to ensure there are no further delays. If there are no issues, we will close the complaint as resolved. The main issue here was a blocked account which has already been resolved.
But don't worry, if you have any issues with withdrawals in the future, you can reopen the complaint and we will assist you again.
Please keep us updated on any developments. Thank you.
Kind regards,
Tomas
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8 months ago
Dear timostoiber,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Translation
Hello, the casino's payout is ongoing. If there are any problems I will inform you.
Thanks for your help
Best regards
Timo
Automatic translation:
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8 months ago
Dear timostoiber,
Thank you for your confirmation. As it appears there are no problems with your withdrawals, I will now mark the complaint as 'resolved' in our system. If you face any issues in the upcoming weeks, kindly let us know so we can reopen the complaint and assist you further.
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,
Tomas
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