HomeComplaintsVerde Casino - Player’s account was blocked.

Verde Casino - Player’s account was blocked.

Amount: $97,000 ARS

Verde Casino
Safety Index:Very high
Submitted: 18 Jan 2023 | Case closed : 28 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Argentina had his account blocked without explanation. The player has stopped responding to the complaint, and it was closed as "rejected".

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1 year ago
Translation

My access was blocked for no reason

Automatic translation:
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1 year ago

Dear hernanaltamirano747,

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, so I better understand the situation. Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus?

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

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1 year ago
Translation

Good morning, my account was created successfully 20 days ago, they validated all my data. They blocked me yesterday when I wanted to enter to play, I tried several times and I could not log in, I was currently playing slot machines and I never activated my bonuses, I only played with the cash I deposited. From already thank you very much

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1 year ago

hernanaltamirano747,


Did you contact casino support? Were they able to provide you with any explanation since your last message? Does 97,000 ARS represent the balance currently left on your balance? How did you learn about your account being blocked?

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1 year ago
Translation

If I contacted support and the answer was that my account was blocked for having a duplicate account, so I only registered with one!! If 97,000 ars is the amount that was in my account, I found out that my account was blocked when I tried to play after making the deposit...

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1 year ago

hernanaltamirano747,


Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Could you please forward me the message from the casino you received about why they closed your account to tomas@casino.guru?

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1 year ago
Translation

My wife also plays at the same casino, we may have some kind of interaction between the two accounts there.

We always try for everyone to use their own on their device, we do not remember having crossed data.

Automatic translation:
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1 year ago

Dear hernanaltamirano747,


Did your wife create an account in the casino before you? Has she been playing with bonuses? Was her account verified successfully? Please let me know. I'll await your reply.

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1 year ago
Translation

If my wife created her account long before me and it was successfully validated, she did not play with deposit bonuses to play.

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1 year ago

Thank you very much, hernanaltamirano747, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 year ago
Translation

Thank you very much I also hope to have results

Automatic translation:
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1 year ago

Dear hernanaltamirano747,


I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite a Verde Casino representative to join this conversation and participate in the resolution of this complaint.


Dear Verde Casino,


Could you please state why the player's account got blocked?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago

Hello, hernanaltamirano747

Is this your wife's complaint? https://casino.guru/verde-casino-player-s-account-has-been-blocked


Also, can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making small amount of spins? And each time you agree with quite a big commission at withdrawal?


2) Why do you deposit with one method and withdraw via a different one?


Thank you.

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1 year ago
Translation

I received some payments through ASTROPAY and I had to change them, so I deposited in the casino and then withdrew them to be able to transfer them, because if I didn't do that, astropay wouldn't let me withdraw the money! I won't do it again...

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1 year ago

Dear hernanaltamirano747


Would you mind answering all the questions above?


Thank you!

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1 year ago
Translation

Yes, it is my wife's complaint, but her complaint has already been successfully resolved!

Automatic translation:
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1 year ago

Dear hernanaltamirano747


Would kindly answer ALL the questions above?


Thank you for cooperation.

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1 year ago
Translation

The purpose is that he withdrew what he deposited and continued playing with what he won in the spins

Automatic translation:
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1 year ago

Dear hernanaltamirano747


The thing is, that according to game stats, you basically never won, and always had. a non-wagered deposit, thus a commission (a big one) was always applied to the withdrawal.


Can you please tell us the exact purpose you opened up an account in the Casino?


Thank you!

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1 year ago

Dear hernanaltamirano747,

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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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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