The player from Germany encountered issues with withdrawing funds after winning €877, as the casino requested unreasonable documents to prove their location during gameplay, which had not been mentioned in the terms and conditions. The player's account had been closed, and they were unable to provide the requested evidence. The Complaints Team intervened, requesting the casino to reconsider its position, which resulted in the player being allowed to verify their account and withdraw their winnings. The player confirmed receipt of all winnings and regained access to the site.
Verde Casino - Player's withdrawal is delayed due to unreasonable document requests.
Amount: €877
Verde Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
The casino is not adhering to its terms and conditions. They are demanding documents that are never mentioned in the terms and conditions and are unreasonable to request.
Specifically: After a €250 deposit with a bonus, I won €877 and completed the verification process. Following this, my account was closed and documents were requested to prove that I was in Austria during gameplay. There are no documents that can prove this. It is completely unusual to collect such documents in advance. The casino should have informed me from the beginning to gather evidence of which country I am playing from, or should have included it in the terms and conditions. As a result, I had no chance to gather such evidence and therefore, naturally, cannot provide any.
I consider the casino's behavior highly unfair as it would be absolutely unusual for me to have the requested evidence and I had no way of anticipating this requirement. I demand that the casino pays out my fairly won €877.
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4 months ago
Dear lolzgamer12099,
Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing with the casino.
To help us better understand your situation and provide assistance, could you please clarify a few details? Specifically:
- Can you confirm if the casino provided any explanation or reasoning for why they are requesting proof of your location during gameplay?
- Have they asked for any specific type of document to prove your location, or have they left the request open-ended?
- Could you provide any communication between you and the casino regarding this issue?
If you have any relevant emails or correspondence with the casino, please feel free to forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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4 months ago
Translation
Dear Petronella,
The casino did not give any reason for this action. They did not ask for a specific document, but for some kind of proof of my stay in Austria. For example, a bus ticket, hotel booking or credit card payment that shows that it happened in Austria. Unfortunately, I do not have any such proof.
I can contact the casino using live chat, but my problem is not addressed there. I am attaching screenshots of the last communication.
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4 months ago
Hi lolzgamer12099,
I attempted to access the casino website from Germany, but the page wouldn’t load, suggesting there might be an IP block for German players. However, when I accessed the site from Austria, it loaded without any issues.
- Could you please let me know in which country you originally created your account?
- How long has your account been active?
- Have you been able to access your account while in Germany, or has it only been accessible during your stay in Austria?
Thank you.
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4 months ago
Translation
Hello Petronella,
I opened the account in Austria, but normally selected Germany as my country.
I can still access the site from Germany. However, my account has been blocked so I can't log in. But I could open a new account from Germany.
I opened my account on August 7th, so I only had access to my account for a few days.
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4 months ago
Hi lolzgamer12099,
I have checked the general terms and conditions and this is what I found (here):
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.
However, Austria and Germany are not listed as restricted countries, and both are available during registration.
We understand that the casino applies the aforementioned rule for users accessing their website from restricted countries using a VPN. However, if a player is not from a restricted country, traveling to another allowed country or using a VPN should not offer any obvious advantage.
Could you please clarify whether you used a VPN to change your location or if you opened your account from Austria during your trip?
Thank you.
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4 months ago
Translation
Hello Petronella,
I completely agree with you on this matter. I opened the account in Austria. I live very close to Austria, which is why I spend a lot of time there.
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4 months ago
Hi lolzgamer12099,
Thank you for clarifying the situation.
Dear Verde Casino Team,
We kindly request that you reconsider your position and allow the player to verify their account and withdraw their full winnings.
Thank you in advance for your attention to this matter.
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4 months ago
Hello,
The player may continue using the services.
Kind reminder - VPN is prohibited at our Website.
Regards
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4 months ago
Thank you, Verde Casino Team, for re-evaluating the case and allowing the player to withdraw their winnings.
Dear lolzgamer12099,
Please inform me once you receive your winnings so that I can update the complaint accordingly.
I look forward to hearing from you.
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4 months ago
Translation
Dear Petronella,
I received all of my winnings yesterday and can use the site again. Thank you very much for your help!
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4 months ago
Dear lolzgamer12099,
Great news :) We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
