The player from Austria had his account blocked after verifying his identity and attempting to withdraw 1500 euros. Despite contacting support, he felt pressured to forfeit his funds for account reactivation, which he believed was fraudulent. The issue was resolved when the casino allowed him to continue using their services, and he successfully received his withdrawal. The Complaints Team marked the complaint as resolved after confirming the payment was received.
Verde Casino - Player’s account has been closed.
Amount: €1,500
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
2 days ago
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1 week ago
Translation
I verified my account (identity, address, payment) and wanted to withdraw 1500 euros.
My player account has been blocked since yesterday. I contacted the live chat and sent an email to support. They offered to reactivate my account if I forfeit my funds. I read two comments on Trustpilot that the same thing happened to them. This is fraud – I would like my payout! What can I do?
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1 week ago
Hello benschi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Do you own a second account in the casino or does anybody else from your household owns one?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 week ago
Translation
Hello Nick,
I can no longer prove exactly when I was verified because I no longer have access to my player account.
I think mid or late March.
I do not have a second player account, nor does anyone in my household.
I last wrote to support yesterday, and it's always the same thing – apparently, I was logged in to the German region on March 31st, which can't be right because I've been in Austria continuously since March 9th – at my home address, which is also registered and verified on Verdecasino. And I didn't log in via VPN or anything else. I logged in normally at my verified address.
At first, they said they'd forward it to the technical department. Then came the email, which seemed very dubious. It said I should forgo my credit balance in order to be unblocked. I hope someone can help me, because €1,500 is a lot of money for me, and I don't want to miss out on it. I'm disabled and want to use it to boost my savings.
Greetings, Ben
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1 week ago
Translation
Weird. Since my last comment, I'm no longer blocked. I've now requested a withdrawal again and am curious to see if it works this time without me being blocked or if the withdrawal fails.
Sometimes it's really good to write to Casino Guru...
Best regards
Ben
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6 days ago
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I'm still waiting for the payout and hope it works this time.
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5 days ago
Hello
According to our records, the player received their withdrawal at 14.04.2025 05:55:52 (UTC)
Regards
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3 days ago
Dear benschi,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
