The player from Denmark had found his account blocked without prior notification and he was unable to access his 4000 DKK. The player had been in the process of KYC verification and had submitted documents when his account was closed. He had confirmed the use of a VPN, unaware that it was against the casino's terms and conditions. We found that the casino's terms clearly stated the prohibition of VPN use and that violation could lead to account closure and forfeiture of bets, bonuses and winnings. Consequently, we were unable to assist the player due to his violation of the casino's terms.
Verde Casino - Player's blocked account prevents withdrawals.
Amount: 4,000 kr.
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello. Today, on 22-04-2024, I logged into my account when I received the message "The user is blocked". I wasn't informed about anything and I have 4000 DKK in my account. I'm seeking help.
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8 months ago
Dear bjornmolsing,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you contacted customer support after your account was blocked?
Have you made any successful withdrawals from this casino before?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
Hello.
I was doing KYC verification when I found out that I had to do it in order to get my money. I had submitted documents, but it was closed. And no can't get in touch with their customer service
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8 months ago
Before we proceed with your case, could you please forward me any communication between you and the casino that could be relevant to the investigation? My email address is veronika.l@casino.guru. Thank you.
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8 months ago
Dear bjornmolsing
You contacted support successfully on Wed, 24-04-2024, 14:04:38, 2024-04-24 13:58:07 and so on.
We are kindly asking you to provide proof of gameplay from Norway & Argentina (gameplay was within one day).
Or did you use VPN that is prohibited by the T&Cs of the casino.
Regards
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8 months ago
Translation
Yes heg used VPN but I didn't know it vsr banned
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7 months ago
I have checked the Terms and Conditions of Verde Casino and this is what I found:
12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.
The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.
While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.
Best regards,
Veronika
