HomeComplaintsVerde Casino - Player's account is blocked, preventing bonus usage.

Verde Casino - Player's account is blocked, preventing bonus usage.

Amount: €1,015

Verde Casino
Submitted: 16 Jan 2025 | Case closed : 29 Jan 2025
Case closed Our verdict

Other

REJECTED

Case summary

The player from Germany claimed she had been blocked from using two bonuses due to account restrictions and sought bonus credit since she was reactivated only on 01/15/2025. The player felt it was unfair to not have access to the bonuses earned while her account was inactive. The Complaints Team concluded that the casino's actions were valid, as the maximum win limit of the bonus had been set at 75€, which had been credited to her real balance. Since the player did not agree with this resolution, the complaint was marked as rejected.

Public
Public
Translation

Hello,

I was unable to use these two bonuses because I was blocked.

I don't think it's fair that you don't give me the opportunity to use this money.


How could I have used it when I was only reactivated on 01/15/2025?


I am requesting a bonus credit because I had no access to my account and couldn't use it.


This is more than fair.

To be clear, it was a bonus I earned, and I was immediately blocked.


I ask you to give me the opportunity.

I have repeatedly confirmed that I was not, and am still not, addicted to gambling.

file

Automatic translation:
Public
Public

Dear Lane,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please explain the circumstances why your account was inaccessible to you?
  • Could you please clarify if you made deposits to the casino?
  • If there is any relevant communication or information relevant to your complaint kindly share it here as screenshots.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


Sensitive attachment
Sensitive attachment
Translation

Hello @Thomas

those were my deposits

After I had reached bonus 1 and 2, I was blocked without warning and only now found out via email that the money and bonus have expired.




This is not okay

I was blocked from December 18, 2024 to January 15, 2025 although I had asked for clarification several times


I would like to have the expired money in my account please

Automatic translation:
Public
Public
Translation

@Thomas I ask you for your help

It is only fair to reactivate the two bonuses

there will definitely be a solution for this

Automatic translation:
Public
Public
Translation

I'm still waiting for the bonus reactivation

Automatic translation:
Public
Public

Dear Lane

We can see you now have access to your gaming account, after confirming that you can control the game.

One question though - where did you take  €1,015 claimed amount from?

There is indeed 1 (one) bonus that was remaining at your account amounting 88.50 EUR and 1 cashback amounting 1.13 EUR during the blockage. We will credit this after hearing your explanations re the disputed amount.


Thank you for cooperation!


Warm regards


Sensitive attachment
Sensitive attachment
Translation

The 1015€ were also earned with the bonus, but were also set to zero and then I was immediately blocked without warning

I would also like to have this money reactivated

this is the money I earned


Automatic translation:
Public
Public

Dear Lane

Just as explained multiple and multiple times, the max transfer amount from that bonus was 75 eur, and you received it onto your real money balance. The rest (1015€) was forfeited as per T&Cs of the bonus.

The rest of the bonuses - we will restore, even though the casino is not obliged to do so, hence this is casino's money solely.


Regards

Public
Public
Translation

I won't accept that

I couldn't use these two bonuses because I was blocked

I don't think it's fair that you don't give me the opportunity to use this money


How could I have used it if I was only activated on 15.01.2025


I request a bonus credit/reactivation because I did not have access to my account and could not implement it


that's more than fair.

So in plain language it was 2 times reached bonus and I was immediately blocked


I ask you to give me the opportunity

I have confirmed several times that I was never addicted to gambling and am still not addicted to gambling.


This is not okay

I was blocked from 18.12.2024 to 15.01.2025 although I asked several times for clarification

had

I would like to have the expired money in my account please


Automatic translation:
Public
Public
Translation

@verde Casino You haven't refunded me anything yet

my player account is still at zero

request a refund / credit

Automatic translation:
Public
Public

Hello Lane,


Once and once again,

the disputed bonus (bonus code "VD-K6MG") was activated at 16-12-2024 20:44 (UTC).

At 16.12.2024 20:55:18 (UTC) you stared wagering the bonus.

At 16.12.2024 22:16:00 (UTC) the wagering conditions were met, and the max amount of 75 eur was transferred onto your real money balance. The remaining 1,015.41 EUR of the bonus was forfeited, as per T&Cs of the bonus (max cashout = x5 from a deposit amount). The deposit amount was 15 EUR.


Next...

The bonus GBCB1 was indeed credited, but you were not able to use it due to blockage. As a sign of a good gesture - we will restore the full amount of the bonus - 88.50 EUR.

In addition, we will credit the cashback - 1.13 EUR.


Hope this explains, as we are afraid there is nothing more to add here.


Regards

Public
Public
Translation

@verde Casino

You shouldn't be surprised if you get bad reviews here.

They write to me here that they will refund me a bonus and cash credit and then I get a message by email file


file


I still haven't received any refund

Automatic translation:
Public
Public
Translation

@Verde Casino

My account and bonuses are still at zero file

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Ladies and Gentlemen

I would like to repeat it and make a good attempt to clarify the matter

I did not win the money from the bonus with the 10 free spins because it was only activated after my win

On December 16, 2024 at 9:43 p.m.


but I won before

Automatic translation:
Public
Public

Dear Lane

You are unstoppable :)

Please kindly tell us, who is saying that you won 1000 EUR from freespins?

(Because you won them from the money bonus, as stated multiple and multiple times, and also on your screenshot it clearly states, that the win is credited onto the bonus balance (not the real balance). This has briefly been explained to you step-by-step within your other complaint. We frankly do not understand how else to deliver this information to you. We even provided screenshots of money transfer to real balance...


Also, who said that the 88.50 EUR bonus and cashback will be credited immediately?


Thank you!

Public
Public
Translation

@verde Casino


I am also friendly and respectful towards you and I can expect the same from you.

I was banned for more than four weeks!

without violating any regulations

then I can also expect that you will send me the bonus promptly and not at some point


I also pay immediately and not at some point in time..

I have been asking for a fair solution for weeks

I ask you to settle the matter fairly and quickly so that peace can finally return on both sides

Automatic translation:
Public
Public
Translation

I ask Verde Casino to settle the matter fairly and quickly so that peace can finally be restored on both sides

Automatic translation:
Public
Public

Hello,


We hereby confirm, that the bonus in the amount 88.50 EUR was restored.

Cashback -credited.

Hope it resolves the issue.


Regards

Public
Public
Translation

Good day

the second bonus is still missing

from 1015€ file

then it would be done

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

I did not win the money from the bonus with the 10 free spins because it was only activated after my win

On December 16, 2024 at 9:43 p.m.


but I won before


Automatic translation:
Public
Public

Copy-paste:

Please kindly tell us, who is saying that you won 1000 EUR from freespins?

(Because you won them from the MONEY BONUS, as stated multiple and multiple times, and also on your screenshot it clearly states, that the win is credited onto the bonus balance (not the real balance). This has briefly been explained to you step-by-step within your other complaint. 


Dear Tomas,

We are begging, help us out here.


Regards

Public
Public
Translation

Verde Casino

I find your message more than unfriendly and offensive


it was a bonus that was set to zero

check your answer

file

I continue to be friendly and respectful towards you and you are again unreasonable and disrespectful towards me


I did not win the money from the bonus with the 10 free spins because it was only activated after my win

On December 16, 2024 at 9:43 p.m.


but I won before

Automatic translation:
Public
Public
Translation

It would be more than fair and if you reactivate at least 600€ of the 1015€, I would be satisfied and the matter would be settled for me

instead of writing this:

"Dear Tomas,

"We beg you, help us out of here"


this is very disrespectful to me and makes me look "stupid"




Automatic translation:
Public
Public
Translation

file @Verde Casino

I ask for a fair solution

It would be more than fair and if you reactivate at least 600€ of the 1015€, I would be satisfied and the matter would be settled for me file


Automatic translation:
Public
Public
Translation

I'm still waiting for a solution @ Verde Casino

Automatic translation:
Public
Public

Thanks to both parties for the discussion.

I apologize for not replying sooner.

Dear Lane,

When playing with bonuses, players accept certain rules to apply while they have more opportunities to win.

Among such rules, the most important and common ones are the maximum win limit, wagering requirements, maximum bet, and restricted games.

From the description of events, the 75€ was the maximum win limit of the bonus. No matter what your bonus balance was when the wagering of the bonus is complete, after conversion to real money only the maximum of 75 can ever remain as your winnings.

If you believe the win limit of the bonus is different, kindly provide evidence in the form of a screenshot of the specific bonus rules. Otherwise, the explanation of the casino offers a valid action and a solution to your problem.



Public
Public
Translation

file Hello Thomas

it says that the bonus of 1015€ has expired but only because I was blocked


I was blocked for four weeks and could not take a screenshot of the bonus in question


I only know the bonus that I activated was to reach 600€

the surplus would be in real money that I should have received and not the 75€


that was a completely different bonus

I asked Verde Casino to refund me the 600€ then the matter would be settled once and for all and I would be satisfied


@verde Casino is unfortunately making fun of me here


Automatic translation:
Public
Public
Translation

I'm still waiting for a fair solution

Automatic translation:
Public
Public
Translation

file I'm still waiting for the bonus reactivation



it says that the bonus of 1015€ has expired but only because I was blocked


I was blocked for four weeks and could not take a screenshot of the bonus in question


I only know the bonus that I activated was to reach 600€

the surplus would be in real money that I should have received and not the 75€


that was a completely different bonus

I asked Verde Casino to refund me the 600€ then the matter would be settled once and for all and I would be satisfied


@verde Casino is unfortunately making fun of me here


Automatic translation:
Public
Public

Dear Lane,

Once again, if the casino already credited you with a real balance, we would consider this as a fair resolution to your issue.

No matter the bonus balance that was accrued on your account, please realize only 75€ would ever be credited in winnings even if 1000€ in bonus balance was indeed credited. By crediting you 75€ in real balance the casino considered your bonus balance wagered through.

This was explained earlier in the complaint. the 1000+ bonus balance you are referring to is subject to the max win bonus condition, which means you already benefited from the bonus to the maximum possible degree. Restoration of a bonus balance goes against your goal to receive real money after the bonus is wagered through.

I hope this explanation will be sufficient, however from our point of view, we can't offer any more assistance and the complaint will be closed. Since you didn't agree with the proposed solution, we will mark the complaint as rejected.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news