Verde Casino - Player's withdrawal is blocked by casino.

My wife and I have an account with verde casino, we got one visa card and one banc account, we played on my husband login he won 4000€ after deposid almoys 4000€ but when he want to withdrawl they blocked him and say they want to deblock when he said it's allright to lose his winnings

Dear Kbun70,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Unfortunately, I have no good news for you. According to the Verde Casino's Terms and Conditions:

6.1. In consideration of the rights granted to you to use the services, you represent, warrant, covenant and agree that:

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

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 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.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Moreover, in the majority of online casinos, only 1 account per household is allowed. It is problematic when more people from the same address play in the same casino, even more so if they both use bonuses or play the same games.

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

Dear Kbun70,

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.

Hello Veronika, i have spoken to a lawyer and in Belgium it's no problem, we have one banc account, but what can we do? Nothing i guess, but 4000€ is a lot of money. Can we not come to an agreement for 2000€

Grts

B. K.

I apologize, but as I mentioned in my previous response, you have breached several rules of Verde Casino. One of the primary concerns is that both you and your husband have accounts at this casino and use the same payment method. This makes it difficult to verify that you are both playing independently and not cooperating in any way, which is a requirement to ensure fair play and adherence to the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.