Verde Casino - O pedido de saque do jogador foi atrasado e a conta foi manipulada.

I reached a profit of approximately 78,000 RON, I made a withdrawal of approximately 72,000 RON and since then a real nightmare with this casino began. They told me that they had to do my KYC verification, during which they asked me for a picture of the card I made the deposit with. I told them that it was a virtual card and I had no way of taking a picture of the virtual card, but they sent me 6 emails asking for a picture of the card, obviously, just in the hope that I would play more. After making the withdrawal, my money did not disappear from the casino site, it remained there. Not resisting the temptation, I played approximately 20,000 RON more and, knowing that I would not be able to control myself anymore with the money there, I requested self-exclusion, having the 52,000 on my account. Hence the nightmare: after they asked me for a picture of my virtual card 6 times (I saved the 6 emails), they told me that I had passed the kyc verification, but the money was still in the account. I think I had about 40 requests to them to withdraw the money from my account, during which they told me that it was processed within 5 minutes - 96 hours, but no later than 14 days. I don't understand how this comes about... 14 days is not in the range of 5 minutes - 96 hours... but anyway. At a certain point, it didn't even matter anymore... they almost told me to my face that they would keep my money for 14 days (excluding weekends and holidays). I told them that what I was doing was not normal, when I told them that I was filing a complaint with ONJN, they told me: "we are not integrated with ONJN". I sent you the capture after such a conversation. I wonder: how can a casino operate in Romania and not be subject to ONJN rules? At least I felt safe, with the self-exclusion requested, knowing that I could no longer play. Nightmare no. 2: after almost 5 days had passed in which they kept the money in my account, I woke up to find that they had canceled my self-exclusion, without giving me a self-risk assessment form to fill out (as I know is legally mandatory). In addition, they put a 4,000 RON bonus in my account, a bonus that I did not request, I DID NOT EVEN ACCEPT, with a turnover clause of 160,000 RON (an absurd thing), so that I could no longer make a withdrawal. After so many days in which they effectively made fun of me, I realized that this cannot be a casino approved by ONJN, everything that is happening is absurd and that they will never make a withdrawal. Because after playing one hand, I had to redo the withdrawal and wait another 14 days. Obviously, you can't make a withdrawal from this casino. So, obviously, I requested self-exclusion again. Obviously, my request was ignored and I lost all my money. I sent you a pm with the second self-exclusion request, before I lost everything. Normally, they should return my 72,000 RON. The most important thing for me is for this casino to disappear from Romania, so that other people don't suffer what I suffered!

Am ajuns la un castig de aprox 78.000 RON, am efectuat retragere pe aprox 72.000 RON si de atunci a inceput un adevarat cosmar cu acest casino. Mi-au zis ca trebuie sa imi faca verificarea KYC, perioada in care mi-au cerut poza cu cardul cu care am facut depunerea. Le-am zis ca este card virtual si nu am cum sa fac poza cu card virtual, dar mi-au trimis 6 mailuri in care imi tot cereau poza cu cardul , evident, doar in speranta ca voi mai juca. Dupa efectuarea retragerii, banii nu mi-au disparut de pe site casino, au ramas tot acolo. Nerezistand tentatiei, am mai jucat aprox 20.000 RON si, stiind ca nu reusesc sa ma mai controlez avand banii acolo, am cerut autoexcludere, avand cei 52.000 pe cont. De aici cosmarul : dupa ce de 6 ori mi-au cerut poza cu card virtual (am salvate cele 6 mailuri), mi-au zis ca am trecut de verificarea kyc, dar banii erau tot pe cont. Cred ca am avut vreo 40 de solicitari catre ei sa imi retraga banii de pe cont, perioada in care ei imi ziceau ca se proceseaza in interval de 5 minute - 96 de ore, dar nu mai tarziu de 14 zile. Nu inteleg cum vine asta...14 zile nu se afla in intervalul 5 min - 96 ore...dar in fine. La un moment dat, nici nu mai conta...mai ca imi ziceau pe fata ca imi tin banii 14 zile (fara weekenduri si sarbatori). Le-am zis ca nu e normal ce fac, cand le ziceam ca fac reclamatie la ONJN, ei imi ziceau: "noi nu suntem integrati ONJN". V-am transmis captura dupa o astfel de conversatie. Ma intreb: oare cum poate un casino sa activeze in Romania si sa nu fie supus regulilor ONJN? Macar ma simteam in siguranta,, cu auto excluderea solicitata, stiind ca nu mai pot juca. Cosmarul nr 2: dupa ce au trecut deja aproape 5 zile in care m-au tinut cu banii pe cont, m-am trezit ca mi-au anulat auto excluderea, fara sa imi dea un formular de auto evaluare a riscului la completat (cum stiu ca este legal obligatoriu). Pe langa aceasta, mi-au pus in cont un bonus de 4.000 RON, bonus pe care nu l-am solicitat , NICI MACAR NU L-AM ACCEPTAT, cu clauza de rulaj de 160.000 RON (o chestie absurda), ca sa nu mai pot efectua retragerea. Dupa atatea zile in care efectiv si-au batut joc de mine, mi-am dat seama ca asta nu poate fi un casino agreat de ONJN, tot ce se intampla este absurd si ca nu vor efectua niciodata nici o retragere. Pentru ca dupa ce am jucat o mana, iar trebuia sa refac retragerea si sa astept alte 14 zile. Evident, nu ai cum sa efectuezi o retragere din acest casino. Asa ca, evident, am cerut din nou autoexcludere. Evident, mi s-a ignorat solicitarea si am pierdut toti banii. V-am trimis prtscr cu a doua solicitare de auto excludere, inainte sa pierd tot. In mod normal, ar trebui sa imi inapoieze cei 72.000 RON. Cel mai important lucru pentru mine este sa dispara acest casino de pe Romania, sa nu pateasca si alti oameni ce am patit eu!

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Could you please forward the self-exclusion requests you sent to the casino, along with the casino’s responses? You may send them directly to my email address: veronika.f@casino.guru.
• Did you specify the reason for your self-exclusion request when contacting the casino?
• Have you ever explicitly informed the casino that you were suffering from gambling addiction or gambling-related problems?
• Have you completed full KYC verification, including proof of payment method or card ownership?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear claudiujcd,

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.

Thank you for your email. Unfortunately, in the screenshot you provided me with, you did not mention the reason why you wanted to close your account. Please note that when requesting self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Only in such cases can we investigate complaints as a potential failure of applying responsible gaming measures to problem gamblers.

Do you have any more evidence showing that you informed the casino of your addiction and requested self-exclusion due to this reason?

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru