The player from Germany won 3,000 euros and attempted to withdraw using a friend's bank details. Consequently, the casino suspended his account. After communication with the Complaints Team, the player was advised to submit his documents, which he did. Following this, the player successfully requested the withdrawal, and the winnings were confirmed to have been received. The complaint was marked as resolved.
Verde Casino - Player's withdrawal suspended and account closed.
Amount: €3,000
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello, I have been playing on the site for 2 years, never won or cashed out before.
Yesterday, I won 3,000 euros and wanted to withdraw it. During the KYC verification, I sent my friend's bank details because I'm having issues with my own bank account and wanted to withdraw to my friend's account. As a result, they suspended my account. I informed them that I could verify my identity with my ID, proving that the account belongs to me, but they were neither helpful nor understanding.
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8 months ago
Dear zeydlp123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Were you the only one using your player's account in the casino?
- Have you used your devices to access the casino exclusively and have you used deposit methods that belong to you exclusively?
- Have you attempted to withdraw your winnings using your bank details initially?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Hello, yes the account belongs only to me.
Yes, the deposit methods were only through PSC which also belongs to me.
No, I wanted to pay it out at my friend's bank for private reasons of my bank.
I will send you the chats to your email address
Thanks!
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8 months ago
Dear zeydlp123,
Were you asked to provide documents based on live chat communication, email, or notification on the website?
Could you please send me the communication or prompt from the casino that led you to provide documents that didn't belong to you?
Were you asked to provide these documents before you requested a payout or afterward?
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8 months ago
Translation
Hello Thomas
I was asked for my documents via live chat. Since I have problems with my own bank account, I wanted to have it paid out to my friend's bank account.
I was asked for the documents after the withdrawal request.
I also sent a few chats to her email.
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8 months ago
Translation
Hello Verde Casino, as I said, I have problems with my own bank account and it doesn't work, that was the reason why I wanted to withdraw to my friend's account.
greetings
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7 months ago
Dear Verde Casino,
will the player be able to submit the documents that belong to him and if these are approved to withdraw?
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7 months ago
Hello Tomas,
Yes, the player should provide the documents that belong to him via e-mail.
Regards
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7 months ago
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Hello, thank you very much.
which email address should I send it to
Best regards
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7 months ago
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dear verdecasino,
I sent them the documents
thank you again
best regards Zeyd ***
Edited by a Casino Guru admin
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7 months ago
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I sent the documents FROM ME to your email address earlier and got such a response 
Edited
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7 months ago
Dear zeydlp123,
We believe online casinos can close a player's account in the casino for any reason at any time as long as they don't withhold the player's funds.
Dear Verde Casino,
Are there any obstacles in paying zeydlp123 his winnings? Please let us know.
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7 months ago
Translation
Thank you Mr Thomas
I just want my payout
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7 months ago
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hello Thomas
I had sent you my documents again to your e-mail address
Best regards
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7 months ago
Hello,
The player has not made any withdrawal requests, thus we cannot proceed.
Kind regards
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7 months ago
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Hello Verde Casino
I sent them an email with my documents
Best regards
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7 months ago
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Hello Verde Casino
I sent them an email with my documents
Best regards
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7 months ago
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Hello dear Verde Casino
now I have requested it
Thanks again
Best regards
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7 months ago
Hello,
We'd like to confirm the player received the winnings on 09.08.2024 11:47:41 (UTC)
Kind regards
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7 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, zeydlp123, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
