Verde Casino - Player's account is closed and winnings are confiscated.

Verde Casino blocked my account (ID: 68627412) with a balance of €449.50 after verification.

I made a deposit using my German card, provided my passport and proof of residence, and never hid my identity.

A support agent claimed that I had entered an incorrect date of birth during registration (even though I am of legal age and have never concealed my age), and that it does not match the one on my passport. Changing this information myself is not possible after registration. They told me that if I want to fix this, I must forfeit my winnings to regain access to the account.

However, the website clearly states that mandatory KYC verification is required only for winnings above €1,000, and that for players who have successfully completed verification, payouts up to €499 are processed within 2 business days of the withdrawal request.

I have complied with all verification requirements, yet the casino is violating its own T&Cs and licensing rules, applying pressure and using absurd excuses to avoid paying out my winnings.

This is a serious violation that I will report to the licensing authority.

Stay away from Verde — they’re not to be trusted!

Dear AlexanderBAO,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your account and the withdrawal of your winnings.

To better understand your case and contact the casino with the necessary details, could you please clarify the following:

• Are you aware of having entered an incorrect date of birth during registration, or do you believe this is an error on the casino’s side?
• Could you please send us a screenshot of your account profile showing your personal details as they appear in the casino system?

We already have your communication with the casino, but if you have any additional relevant information or evidence, you may also forward it to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Casino.Guru

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Casino Guru,

I’m 100% sure I entered my correct date of birth. I believe this is a bug on the platform, possibly caused by the browser automatically translating English websites into German. It likely changes the date automatically — and that’s not my fault.

Even if I could have noticed the mistake earlier, it’s impossible to correct it manually on the platform. It’s starting to feel like this is a deliberately designed user path that makes it impossible to withdraw funds.

The support team told me that I have to forfeit my balance, which currently stands at €449.50, and only then will they restore access to my account — but I still won’t be able to change my date of birth. What’s the point of that? I still won’t be able to process withdrawals. They’re accepting deposits, but blocking withdrawals!

This is outrageous and simply a scam.

I trust you will review this matter seriously and take appropriate steps to resolve it fairly.

Dear Verde Casino

I confirm that date of birth which you received and approved with my passport on full KYC-verification.

I would like keep on silence my personal data at open resources.

Best Regards

Dear Verde Casino 

I hereby confirm that the date of birth stated in my passport is correct and corresponds to the truth.

Do you confirm that you received my passport, credit card and German proof of address?

Please, respond with "Yes" or "No"

Regards

Dear AlexanderBAO,

• To move forward, could you please clarify your full date of birth (day, month, and year)? If you prefer not to share this information publicly in the thread, you can send it directly to my email at [email protected].
• Additionally, could you please send us a screenshot of your account profile showing your personal details as they appear in the casino system?

Please note that I have marked the posts containing the month and year of your date of birth, which the casino needs to confirm, as sensitive so that this information is not visible publicly.

Thank you in advance for your reply.

Thank you for respecting my personal data.

I have sent the requested documents to your email address.

In return, I kindly ask that you facilitate a public response from Verde Casino to my most recent question:

Do you confirm that you received my passport, credit card and German proof of address? I still do not understand on what grounds my verification was requested for a withdrawal of less than €1,000, according to Terms & Conditions.

Thank you in advance for your cooperation and understanding.

Hi AlexanderBAO,

Thank you for your reply and for sending the requested documents to my email.

However, as you are aware, the date of birth you provided during registration is incorrect. There is a difference of more than 15 years, and neither the day, month, nor year matches your actual date of birth.

Please note that, according to Verde Casino’s Terms and Conditions:

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."

Given this, it is clear why the casino requested verification. Unfortunately, if the registration information is incorrect, our ability to assist will be very limited.

• Could you please confirm if you have ever contacted the casino to correct this information?

Dear Petrolinia,

Thank you for your assistance and your response to my message.

Unfortunately, I still have not received an answer to my main question: On what grounds did Verde Casino request verification?

During registration, I provided my correct age, address, first and last name. I made a deposit using my personal Visa card.

I am of legal age, and I cannot explain how the date of birth changed when my personal data was saved — possibly there was an error on the website.

Verde Casino requested verification not after the deposit was made, but only after I requested a withdrawal, which did not require verification.

So, on what basis did they request verification?

Did Verde Casino already know that the date of birth on the site didn’t match my real personal data — before the verification process?

If so, how did they find that out?

Within what timeframe is a client allowed to correct their personal data on the profile?

At the time of withdrawal, I provided the same personal details as during registration.

Verde Casino did not provide me with an opportunity to check or correct my personal data.

My account was blocked within 24 hours of registration, without any notification or explanation.

You wrote to me that the reason for verification was "incorrect personal data."

But how did Verde Casino know that the data was incorrect?

I believe the incorrect data was saved due to an issue on the casino’s own website.

After the verification process, Verde Casino blocked my account without any notice or explanation.

After a long correspondence, they only granted me partial access to my account — for viewing only.

Verde Casino then suggested I delete my account and open a new one — without transferring my balance. They also refused to refund my deposit.

From my point of view, Verde Casino is interpreting its own rules arbitrarily and ignoring the rights of its customers.

I kindly ask you to assist me in obtaining clear and well-founded information regarding the following:

• On what basis did Verde Casino request verification for a withdrawal of less than €999.00?

• Why is a customer not able to update their personal data on their profile within 24 hours of registration?

• How did they know before verification that the age stated in the profile did not match my actual personal data?

Thank you in advance.

Sincerely,

Alexander

Hi AlexanderBAO,

Thank you for your detailed reply. Before I proceed further with the case, could you please confirm whether your date of birth was visible in your Verde Casino account profile when you logged in? If it was, did you check your personal information before you started playing?

This will help us understand whether there was an opportunity to review or correct the information before the account was blocked.

Dear Petronela,

Thank you for your message.

Unfortunately, for the third time I have not received answers to my questions on the Casino Guru forum. This gives me the impression that you are taking the side of the casino rather than remaining neutral in this case. Moreover, you are keeping our correspondence non-public, thereby concealing the dishonest behavior of the casino from other forum members.

I did not search for or check my personal data on the website; this information was requested by the casino through a pop-up window immediately before I started playing. I entered my personal details correctly, and the game launched automatically.

I had only one gaming session at Verde Casino — registration, playing, and submitting a withdrawal request.

Verde Casino then requested an unjustified verification and subsequently blocked my profile.

My next step will be to file a formal complaint with the Curaçao licensee.

Best regards,

Aleksandr

Dear AlexanderBAO,

Thank you for your patience and for sharing your perspective in such detail.

I would like to clarify a few important points regarding your concerns:

• Responsibility for personal data: At the time of registration, it is each player’s responsibility to ensure that the personal data entered into the system (including date of birth) is correct. Unfortunately, if incorrect information is saved, it is not possible for us to prove that this was caused by a technical issue on the casino’s side. Since you mentioned that you did not check the details displayed in your profile, it cannot be confirmed that the error was due to the platform rather than the information entered during registration.

We have handled several similar complaints in the past where players accidentally entered incorrect personal details, and in all such cases we had to apply the same approach — ultimately, it is the player’s responsibility to make sure the data entered is accurate before playing.

• Visibility of this thread: I have not hidden your complaint. Only the posts that contained your date of birth were marked private, in order to protect your sensitive personal data. All other communication remains fully visible to the public.
• Verification request: If a casino has doubts about the legitimacy or accuracy of a player’s registration details, it is entitled to request verification regardless of the balance amount. In your case, since the date of birth in your account did not match the one in your passport, the casino’s KYC request cannot be considered unjustified.

As you mentioned, the casino has offered to restore access to your account if you agree to forfeit your current balance. Could you please confirm whether you are willing to accept this offer? Your answer will help us determine how to close this case.

Dear Petronela,

Thank you for your message.

I appreciate the transparency and openness of our correspondence.

To my great regret, the arguments you provided appear contradictory from my point of view.

In your messages, you are taking the side of the casino and once again disregarding the Client’s arguments.

There is only one question to which I have been unable to receive an answer for over a month:

On what grounds was the Verification requested?

I accept that players must provide accurate personal details, but it is also the casino’s obligation to ensure a transparent and correct registration process. If there was any technical error during registration (for example, autofill or saving incorrect data), it is very difficult for a player to immediately notice this. In my case, it cannot be stated with certainty that the error was intentional and solely on my side.

Why should I re-check my personal details if I initially provide them correctly?

Why should I re-check my personal details if I am submitting a copy of my passport?

What doubts did Verde Casino have after just one gaming session?

On what were their doubts based?

At what stage could an error or a technical malfunction of the site have occurred?

How did Verde Casino know, even before KYC Verification, that the date of birth did not match?

I am not disputing the right of the casino to request verification. However, the fact that the casino raised this issue only after I had already made a deposit, played, and requested a withdrawal of my own funds below the threshold for mandatory KYC Verification and submission of personal documents, creates the impression that Verde Casino applies the KYC process selectively in its own interests — in a non-transparent and unfair manner. Responsible operators, for the sake of their reputation, detect data inconsistencies immediately upon registration or deposit, not after accepting KYC documents.

After my withdrawal request, Verde Casino, already being aware of the site error, deliberately requested an unlawful KYC Verification in order to avoid paying out funds.

The offer to restore access to my account only on the condition that I agree to forfeit my balance is unfair and unacceptable. It gives the impression that Verde Casino simply exploits the imperfections of its system, knowing in advance about possible issues, as a pretext to withhold winnings. If Verde Casino truly believes that the only problem was with the date of birth, then my balance should not be affected.

For these reasons, I kindly ask you to continue reviewing my case and to resolve this matter fairly, taking into account both the Client’s interests and Verde Casino’s reputation.

Otherwise, I will post on the forum a copy of the complaint addressed to Verde Casino’s license holder.

Thank you in advance for your time, support, understanding, and professionalism.

Best regards,

Alexander

Dear AlexanderBAO,

Thank you for your detailed reply and for sharing your perspective so openly. I truly understand how frustrating this situation must feel for you, especially since you believe you entered your personal details correctly and later discovered a mismatch that prevented you from accessing your funds. Please let me respond to your points one by one.

• Grounds for verification

Casinos have the right to request verification at any time, even if the withdrawal amount is below the usual threshold. In your case, we do not know the exact reason why Verde Casino decided to initiate verification at that particular moment, but once you submitted your passport, the discrepancy between your registered date of birth and the one in your document became evident. From that point, the casino was entitled to act on the inconsistency.

• Timing of verification

You are right that ideally, inconsistencies should be detected as early as possible — during registration or before accepting deposits. However, many operators only perform deeper checks when withdrawals are requested. While this may not feel fair from a player’s perspective, it is unfortunately a common practice across the industry.

• Possibility of a technical error

I acknowledge your suggestion that the mismatch may have been caused by autofill, translation, or another technical error. While this cannot be ruled out entirely, I must also note that we have not received any similar complaints from other players at Verde Casino. For this reason, we must assume that the mistake was not caused by the casino’s system but rather occurred during the registration process.

• Why re-check personal details?

Even when you believe you have entered everything correctly, it is important to review your personal data in the profile before starting to play. Once gameplay and deposits begin, it becomes much more difficult to amend errors. I understand that you only played once and that this was not intentional, but the casino is relying on the data visible in the profile at the time of registration. For this reason, we are quite strict in these cases, as it is ultimately the player’s responsibility to ensure the accuracy of their information before playing.

• Fairness of the casino’s approach

I understand why you feel the timing of the verification makes this look like selective enforcement. From your perspective, it seems unfair that the casino accepted your deposit and only after you requested withdrawal pointed out the issue. From a regulatory standpoint, however, casinos are permitted to request verification and act on data inconsistencies at any stage.

• AlexanderBAO, could you please also confirm how much you deposited before your account was blocked? This will help us better evaluate whether, at minimum, a refund of your deposit should be considered.

I truly appreciate your patience throughout this process. I understand that this outcome may not be what you were hoping for, but I assure you we are treating your case seriously and with full respect for your side of the story.

Good afternoon Petronela,

Thank you for your message.

My deposit was €35.

I am willing to reach a settlement and agree to fully close the review of my case if Casino Guru unblocks the withdrawal of €220.

Best regards,

Alexander

Dear Verde Casino Team,

Thank you for your cooperation so far.

We understand that the player entered incorrect personal details during registration, which is a serious matter and typically grounds for account closure. At the same time, however, there remains some uncertainty about whether this was a genuine mistake or possibly a technical issue, especially since the player submitted their KYC documents and insists that they had originally entered their details correctly.

In light of this, we would like to ask if you are willing to refund at least the player’s original deposit of €35. We believe this would be the fairest outcome under the circumstances.

To clarify our position:

• We are asking only for a refund of the deposit.
• Any additional refund of funds beyond the original deposit would be considered a goodwill gesture from your side, not something we are pressing for.

This approach acknowledges the breach of your Terms and Conditions regarding incorrect registration data, while also taking into account the unclear circumstances and the player’s willingness to settle the case.

Could you please confirm whether you are willing to proceed in any of these ways?

Thank you in advance for your reply.

Dear all,

We are ready to follow the CasinoGuru's recommendations and refund a deposit.

Kind regards

Dear AlexanderBAO,

Thank you for your patience throughout this process.

We have reviewed all in-progress complaints for Verde Casino, and nothing we have seen suggests that the issue was caused by a system error on the casino’s side. Based on the information available, it appears that the mismatch in your date of birth was due to the registration data entered, rather than a technical fault.

Verde Casino has confirmed that they are willing to follow Casino.Guru’s recommendation and refund your original deposit of €35. We kindly ask you to confirm whether you accept this refund so that the matter can be concluded.

Key points that led us to this position and why we are not pursuing the full withdrawal of winnings:

• The discrepancy in the date of birth exceeds 15 years, and the casino acted according to its Terms & Conditions regarding incorrect registration information.
• The player’s KYC documents were submitted, but the original mismatch cannot be proven as a system error.
• Industry practice allows casinos to request verification at any stage, even for withdrawals below the standard threshold.
• Without evidence of a technical fault or error on the casino’s platform, we cannot justify pushing the casino to release the full balance.

Once you confirm your acceptance of the deposit refund, we will proceed to close this case.

Thank you for your understanding.

Dear Petronela,

I must emphasize that Verde Casino previously failed to demonstrate proper understanding of my situation, and it was extremely difficult to resolve this dispute without the intervention of third parties.

Given the lack of trust towards the casino and the absence of similar resolved cases, I insist on receiving the €35 refund directly to my bank account. Only after the funds are successfully credited I agree to close the case on the Casino.Guru platform.

Do you already have my complete bank details, or should I provide them again? Please also specify the exact timeframe in which I will receive the €35 refund.

Sincerely,

Aleksandr N********

Greetings,

As a sign of a good gesture, the casino left 50 EUR on their balance. The amount is ready to be withdrawn by the player.

Regards

Dear AlexanderBAO,

Thank you for your message, and many thanks to Verde Casino for their cooperation in this case.

The casino has confirmed that €50 remains available on your balance and can be withdrawn. Once you request the withdrawal and the funds are successfully credited to your account, we kindly ask you to confirm it here so that we may conclude the complaint.

Thank you in advance.

Dear Petronella,

I would like to inform you that I have successfully withdrawn €50 from the platform, but immediately afterwards my account was blocked again. Why?

Anticipating the situation, I do not want to create a new account, as Verde Casino may then accuse me of multi-accounting and refuse to pay out my winnings again.

I kindly ask Verde Casino to manually correct my date of birth and reopen my account for further play. If this is done, I will consider our dispute resolved.

Sincerely,

Alexander

Dear AlexanderBAO,

Thank you once again for your confirmation and for keeping us updated throughout this process.

I truly understand your disappointment that your account was blocked after you managed to withdraw €50. However, it’s important to highlight that you did confirm the refund of your last deposit was granted — and even a bit more on top of that, since the casino credited €50 in total. This means your funds were returned, and the financial part of your case has now been settled.

I know it may feel unfair that you are unable to continue playing, but after a refund has been issued, the casino has the right to restrict or close accounts at its own discretion. Unfortunately, we have no way to force the casino to accept you back as a customer or allow further gameplay.

I realize this is not the outcome you were hoping for, and I’m sorry we cannot assist you any further beyond what has already been resolved. Thank you for your patience and cooperation throughout — I genuinely wish you better experiences in the future.

Best regards,

Petronela

Casino.Guru