Verde Casino - A conta do jogador foi encerrada e os ganhos foram retidos.

Hello,

I would like to file a complaint against Verde Casino regarding my blocked account and withheld winnings.

My account was blocked due to alleged multiple accounts. But when I make my account support team sayed that will delete my previously. However, I believe the situation should be reviewed more carefully. I had funds in my account and requested a withdrawal, but the casino blocked my account and refused to process my withdrawal.

I am willing to complete any identity verification required and provide all documents needed to prove my identity and payment methods. I would at least like to withdraw my original deposit if the winnings cannot be paid.

I respectfully ask Casino Guru to review this case and help resolve the dispute with Verde Casino.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Could you please explain what led you to create a new account instead of logging in to your original account?
• Have you saved the communication with support regarding your previous account being deleted? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Darja

You can continue using the services.

Best regards

Dear Darja

Is there anything else we can do for you?

Thank you!

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darja,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas