Verde Casino - Player's account unexpectedly frozen.

My account was suddenly frozen.

It is said that this is not a violation of the Terms of Service, but for the casino's own reasons.

I want to withdraw my remaining balance of rebates, etc.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Is your active balance accumulated winnings or cashback bonus only?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I registered six months ago.

Authentication has been completed successfully and I have made several withdrawals.

I have played a variety of games.

My balance is rakeback (comp points) and maybe some money left in the game.

I do not know without logging in.

Dear andandjonnyx

Please kindly confirm the money was received.

Regards

I didn't receive it.

I was unable to log in in the first place and have not applied for withdrawal or received my rake?

We have also received reports from other Japanese that new registrations are currently not available.

Am I correct in assuming that you are withdrawing from Japan?

Dear andandjonnyxC

Feel free to log in and check out the balance.

Once you get a satisfactory picture, your account will be permanently blocked.

Regards

The game cannot be entered and the in-game balance cannot be withdrawn.

I would like to be allowed to place bets temporarily.

Is it correct that you are quitting providing services in Japan?

Dear andandjonnyx

We can see you've successfully checked your balance. Now your account is permanently blocked. The loyalty points will not be paid out, since this is a casino money.

Kind regards and wishing you luck!

Dear Casino Guru

This casino blocked my account for no reason.

(Other Japanese have also been blocked and are expected to terminate their services in Japan)

Also, this casino accumulates loyalty points based on wagers,

I can redeem them for cash. (In other words, rake-backs.)

However, the casino claims that rakeback is the casino's money.

I would like to hear the casino guru's view on this.

Also, because the account was suddenly blocked,

I don't know if there are any games that I haven't completed yet, or if there is any money accumulated in the game.

As long as the casino is blocking accounts for one-sided reasons,

We think it is reasonable to give us a grace period to check and make withdrawals.

Dear andandjonnyx,

The casino is not under any obligation to provide advance notification. As long as your account is settled with all active balances paid at the time of closure, the casino's actions are within standard practice. Knowing in advance that your account would be closed shortly wouldn't make a significant difference.

It's entirely impossible to ascertain the casino's intentions, and we cannot diminish their rating solely on the basis of your conjectures.

I'm still unclear about your inquiry, as your active balance has been settled, and any funds accumulated within your games would be regarded as suspended rounds that are in direct violation of casino regulations or loyalty points and those are considered casino money (bonus funds).

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

In this casino I usually played the slots.

Some of the slots have special rules, such as free spins for collecting a certain number of symbols.

There are other slots where a portion of the winnings are pooled and can be earned by playing some.

(e.g. Sweet Alchemy)

If the casino had given me proper advance notice, I could have used my remaining balance to play the slots and get free spins and play.

Then the balance will change.

Knowing in advance that your account will be closed makes a big difference in practice.

(Wouldn't there be incidents where an account is suspended while a bonus is being digested, and even if cashing is realistic, it is not considered a cache?　If we were informed in advance, that kind of trouble would be eliminated, wouldn't it?)

If I had known in advance, I could have received my rakeback.

(The casino had a system where the rakeback redemption rate increased as the player's VIP level increased, which was a mechanism to withhold rakeback receipts.)

Am I correct in understanding that the rakeback is not the player's money?

Also, I am not playing with bonus money.

The casino had a well-defined set of games that could not be played with the bonus.

I'm not sure if I'm getting the message across, so I'll do my best to summarize.

Let's say i have a slot where i get one symbol for every 50 times i play on average, and if i collect 10 symbols, i get free spins.

I would play it 50 times a day for real money.

If all went well, I would get the free spins on the 10th day,

On day 9, the casino blocked it without prior notice, so I lost the right to the free spins right before the free spins.

It is clear that this was not a round that was intentionally paused.

The casino guru said that knowing in advance would not have made a big difference, but it would have made a difference.

Each casino and slot has different features and it seems short sighted to say that only real money should be paid at the time of closure.

(If I deposit at a casino that employs sticky bonuses and immediately afterwards it is similarly closed, is it all treated as bonus money and there is zero payout?　That would be heartless.)

I'd like to clarify that any free rounds or cashbacks are considered promotional funds, distinct from real money. If the casino opted to close your account and refund your active balance, this action aligns with their established rules, and regrettably, there is limited further assistance we can provide in this matter.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

This is not a free round.

In other words, real money remains in the game.

However, if I do not have access to the game, I cannot withdraw that real money.

If there is someone in Casino Guru who has knowledge of slots, we can talk.

If there is no one with knowledge of slots, I will take it to licensing, etc.

(If you don't understand my earlier explanation, then further exchange would be pointless.)

I knew that casino gurus were not familiar with sports betting, but are they not familiar with slots as well?

I would like an answer so I can decide if I should file a complaint here in the future or directly with Ask Gamblers or Licensing.

It is also not cash back, but a rebate.

This is real money.

Thank you for expressing your concerns. You are correct that we do not handle complaints related to sports betting, but we do understand the specific issue concerning blocked accounts. Let me summarize the situation once more.

You were playing slot machines with real money, without using any bonuses. The slot machine you were playing on rewarded players with a bonus feature after a certain number of spins, and you had these spins pending in your account when the casino was required to block your account. It's essential to note that the decision to block all Japanese players' accounts was not made by the casino itself, but rather by the licensing authority and regulator. This action was beyond the control of the casino. Although your active balance was paid to you, the casino cannot individually investigate each player's account to determine whether there are potential winnings from pending bonus features, or if these features could result in losses.

Furthermore, as you are aware, casino terms and conditions typically stipulate that any account can be closed without prior notice, as long as the active balance has been settled, in accordance with their policies.

If you decide to pursue your complaint elsewhere, we understand and respect your decision. However, it's worth noting that this is a standard procedure, and it's unlikely that another Complaint Center or regulator will rule in a different manner.

We wish we could offer more assistance, but unfortunately, there are limitations to what we can do in this particular situation. Thank you for your understanding.