The player from Hungary faced issues withdrawing winnings from Verde Casino, stating that previous verification had been successful and that all her details were correct. She believed delays arose only after winning, despite having had no issues while losing money. The Complaints Team reviewed the situation and found that the player had violated the casino’s terms by using a payment method not registered in her name to fund her account. Consequently, the complaint was rejected as it constituted a clear breach of the casino's regulations.
Verde Casino - Player’s winnings are being delayed.
Amount: 1,000,000 Ft
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
1 month ago
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3 months ago
Translation
bh, please investigate my account at the verda casino game, I am playing at the casino and they are not withdrawing the prize because we think you have the right to win it, but it is not true because I was playing from my own account. I was fine when I lost until then it was fine, but when I won, I would ask you to look into my hair, thank you very much. VK
Edited by a Casino Guru admin
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3 months ago
Dear tunde9499,
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 better understand your situation.
Could you please send me the exact link to the casino you are struggling with?
Could you please specify when was the last time you logged into your casino account?
Do I understand correctly that the casino blocked your account because of some discrepancies in your personal details? Please explain the problem more specifically.
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
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3 months ago
Translation
I wish you a good day. I will write it down in detail. 6 months 7. I would like to win once. It was difficult for me to get in touch with the casino. that I used a different card a year ago, that I played from this account number, I used this card, I referred to the data combination, it was also mentioned in my name, I also transferred before that, the bank sent me the certificate that the transfer happened, but they only thought that I used a third-party card, when that allow me to bet because it's not really true that there is a card number listed, but they are also opened on another player's account in their own name, I also have a player account that belongs to my card, if everything was fine, I would have liked to play a lot if they didn't transfer money to the to my account because someone took the money out of my account, the bank blocked the money, since then I got another one. I am being wrongfully accused, please, at the age of 64, take care of me, am I very smart or very stupid, that is up to you to decide, thank you very much VK Regards
Edited by a Casino Guru admin
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3 months ago
Dear tunde9499,
Thank you for your replies.
Are the photographs of the documents you sent here the same that you sent to the casino for verification? When you want to verify your account, it's important that your photographs are clear and of high quality, and all the identity information is clearly visible and not blurry.
However, I need to clarify one thing because the automatic translation is a bit confusing: Did you ever deposit money into the casino with a card that does not belong to you?
Did you create more than one account in this casino?
Please forward me the email you received from the casino after your account was closed at veronika.l@casino.guru. Thank you for your patience and cooperation.
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2 months ago
Could you please forward me the full, uncropped email you received from the casino after your account was blocked?
How to Forward an Email in the Gmail App:
- Open Gmail App: Find the Gmail app on your phone and tap to open it.
- Find the Email: Look for the email you want to forward. Tap on it to open it.
- Forward the Email: At the top right of the email, you will see three dots (⋮). Tap on these dots.
- A menu will appear. Look for the option that says "Forward." Tap on "Forward."
- Add the Email Address: A new email will open with the original email included.
- In the "To" field, type this email address: veronika.l@casino.guru
- Send the Email: Tap the paper airplane icon or "Send" button (usually at the top right) to send the email.
I’m sorry, but the screenshots you have provided so far are insufficient, as they are cropped and do not show the relevant information.
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2 months ago
Thank you very much, tunde9499, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Hello tunde9499,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and although I understand that you are most likely new to online gaming and some procedures and rules are new to you, however, not understanding the standard rules and procedures cannot be used as an excuse if certain rules are breached. If I understood the situation it looks like there are discrepancies with certain information in your player account and the documents you have provided for the Know Your Customer (KYC) check.
Please forward me all the documents you have sent to the casino for verification to review the documents at michal.k@casino.guru. Please make sure that all the documents and pictures are clear and easily readable.
Dear Verde Casino,
Please forward me the information on why was the player account closed at michal.k@casino.guru
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2 months ago
Hello Michal
According to T&Cs:
"8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You're not permitted to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."
According to our records, the player used the payment methods that did not belong to her. Upon player's mutual agreement, the account was unlocked and casino left the last deposit (back in June). After that it seems that the player became uncertain in their agreement to the conditions, thus the account remains blocked up to this moment.
Best regards
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2 months ago
Translation
j My name is István Kalman Érsekvadkert Arány jános ut 1 I live 1960 1021 Bogdán Tünde Balasagyarmat was born in Balasagyarmat my mother Oláh Marja I registered the pinto time with this information I can't do it in the Majus area since then I can make transfers from my existing account and there was no problem with the card belonging to the family I lost it until then it's good I had the card in my own name, which the Bank also verified that I transferred from my account, what I sent, I registered with it, everything was taken, consultation was done, everything was fine, as you know, it covers the reality, the data that I will send, I have already sent everything
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2 months ago
Dear tunde9499,
I'm sorry, but I am having some trouble comprehending your most recent post. It appears that there are several grammatical errors, which have hindered our translation software from providing a clear interpretation of your response.
Could you please revise your previous post or consider submitting a new, correctly written one? Please ensure that your text is accurate and written in a meaningful manner before posting. Thank you for your understanding.
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2 months ago
Translation
this is my bank's confirmation that this is mine, the card belonging to the account that the player referred to my account has everything real on it and you can't transfer from my account with another card, it's already registered in the bank, thank you Bogdan Tünde 1960 10 21.
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2 months ago
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Dear tunde9499,
So let's say you are Kálmán István Vidák. Can you please explain your relationship to Bogdan Tünde?
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2 months ago
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Goodbye, I left you, I'm wild Kálmán Istvánné Bogdán Tünde
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2 months ago
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My name is István Kálmán vidák, Tünde Bogdán
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2 months ago
Dear Verde Casino,
Please forward me the evidence of the 3rd party deposit at michal.k@casino.guru
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2 months ago
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There is no third receipt because it can only be transferred from the registered card to my player account
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2 months ago
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I would like to be able to access it so that I can check how illegal it was that they checked and allowed me to transfer it to my player account.
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2 months ago
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There is another player's account under a different name. Annamária has a different card. They asked me to use it, but I registered much too late. What is it? It is a lie. The bank issued the certificate, which can be used to verify the truth, not to look for an exception. Please see my data. I would like to discuss my registration account, thank you, with respect, Mrs. Kálmán vidak
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2 months ago
Hello Michal
The e-mail with proofs and explanations were just sent.
Regards
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2 months ago
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I would also like to see which arm I used
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2 months ago
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Because I only had my registration account for the game
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2 months ago
Thank you for the information and evidence provided, Verde Casino Team.
Dear tunde9499,
After gathering all the necessary information and evidence, we are forced to reject this complaint. As previously communicated by the Verde Casino team, it was proven that you utilized a payment method that is not registered in your name to fund your casino account, which is a violation of standard online casino regulations. This policy is widely recognized across the industry. Unfortunately, we are not able to help you when there is a clear breach of the casino's terms and conditions.
I can only recommend that you make sure you only use a payment method held in your name to fund your casino account, read the casino's T&Cs thoroughly, and make sure to follow all the rules to avoid disappointments like this. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
