The player from Germany had claimed to have lost about €16,000 at Verde Casino, including a €2,000 win that had disappeared due to a system error. Despite having reported the issue, only a minor adjustment of €0.50 had been made to his balance. We had asked the player to provide more details and evidence about the issue, however, the player had failed to respond to our requests. As a result, we were unable to investigate further and had to reject the complaint.
Verde Casino - Player's winnings disappeared due to a system error.
Amount: €2,298
Verde Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I've lost approximately €16,000 at Verde Casino, without a single cent of winnings. Late last night, I won a sum over €2,000, when suddenly a system error popped up and I clicked close three times. Unfortunately, it did not work. I had to restart the game. Once I restarted, my balance suddenly showed as €21, the entire winnings of €2,298 just disappeared. I've already reported the issue in the chat and was rewarded with a petty €0.50 balance credit. This is an utter scam. I have lost €16,000 and even the small win I had yesterday has vanished. This is pure fraud.
Automatic translation:
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11 months ago
Dear Autohausjup1,
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. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino's server.
Could you please advise which result has been recorded in your game history? Do you have any proof that you won these funds?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Translation
After the system error and a new start, I only saw around €21 gone all at once
Automatic translation:
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11 months ago
Dear Autohausjup1
We've checked your balance log.
According to the records, the amount of your balance that could be close to 2k or above dates back to December 06-07.
Can you please specify exactly which game you played and when?
Screenshots would be helpful as well.
Best regards
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11 months ago
Translation
After the new start, the total you see now stood.
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11 months ago
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Amount (disputed values) I gave the wrong amount, which is about all my assets: €2298.24. I don't know why I entered 100 &.
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11 months ago
Hello everyone,
Thank you both for your replies.
Autohausjup1, could you please provide the information the casino requested in their message?
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11 months ago
Translation
Which information? I sent everything I asked for. I entered the wrong amount in the value dispute, that's my entire credit: €2298.24, not €100 
Automatic translation:
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11 months ago
Dear Autohausjup1
We've checked the balance log once again.
The balance amount €2298.24 was at 06.12.2023 21:44
Please kindly refer to the screenshot below:
After that, you continued playing. Approximately 25k bets were made after.
You may find these records within the gaming transactions in your profile.
Hope this clarifies.
Best regards
