Verde Casino - všeobecná diskuze (strana 24)

I entered, made a deposit, won and am trying to withdraw my money and they keep giving me excuses from support and that they have blocked my account and they can't send me the money. They tell me that I played with a vpn but I didn't play! And if I played, I probably wouldn't have realized it, it would have been a mistake. I can't figure it out. I made a deposit of €55 and won €632 and they won't give it to me. They tell me that in order to unblock my account, they have to keep my money in exchange for unlocking it. Scammers, no casino says anything like that.

Μπήκα έκανα κατάθεση κέρδισα και προσπαθώ να κάνω ανάληψη τα χρήματα μου και όλο δικαιολογίες μου λένε από την υποστήριξη και πως έχουν μπλοκάρει το λογαριασμό μου και δεν γίνεται να μου στείλουν τα λεφτά. Μου λένε ότι έπαιξα με vpn αλλά εγώ δεν έπαιξα! Και αν έπαιξα λογικά δε θα το είχα καταλάβει θα ήταν καταλαθος. Δεν μπορώ να βγάλω άκρη. Έκανα κατάθεση 55€ και κέρδισα 632 και δε μου τα δίνουν. Μου λένε για να ξεμπλοκάρουν το λογαριασμό μ να μ κρατήσουν τα χρήματα μου με ανταλλαγή το ξεκλείδωμα. Απατεώνες κανένα καζίνο δεν λέει κάτι τέτοιο.

Hello,

I read your post carefully, and I guess it would be a good idea to take a look at a few things here.

For example:

The last time I checked, the Verde Casino accepted players from Greece, so using VPN while playing from accepted country holds no unfair advantage, unless the VPN was used to bypass some sort of country-based restrictions, forbidden games or bonus not allowed in your country, e.g.

What really worries me is the second part though, the part about getting your money as a sort of fee for unblocking the account. I dare to say such an interpretation is quite far from a fair approach.

Besides, if the casino believes you crossed the line, why would they be interested in unblocking your account for a fee?

I would like to ask you a few questions; maybe we can sort a few problems out.

Did you capture a screenshot, or did you get an email when the VPN usage was explained to you? Do you also possess screenshots or emails where the cost of unblocking the account is mentioned, please?

Did this event happen in Verde Casino 👈? Its rating is quite high so it feels very weird indeed.

Well, since you've already filed the complaint, I'll leave the optional details to you.

I would like to file a complaint against Verde Casino.

I registered and played at Verde Casino without any problems for a long time.

I deposited funds, played normally, and successfully completed KYC verification, which was approved by the casino.

After I won money, my account was suddenly blocked.

When I try to log in, I receive the message: "User is blocked".

I am unable to access my account or withdraw my balance.

The casino claims that my surname was incomplete during registration.

However, they allowed me to play, deposit, and complete KYC before the win.

This issue was never raised until after the winnings appeared.

The account was blocked only after the win.

Customer support is no longer accessible and I cannot contact the casino.

I contacted Curaçao eGaming on 31 December 2025 and sent a follow-up on 8 January 2026, but I have not received any response.

I believe Verde Casino is unfairly withholding my winnings.

I kindly ask CasinoGuru to assist in resolving this issue and help me recover my funds.!

Hi, I see what your problem is. 

My question, which is quite important in this case, is whether your surname was really wrong? Were you able to register even with the wrong surname, or did you make a mistake only during registration and then the casino noticed it when verifying your account with your documents? 

The thing is, if you registered and then submitted documents for verification, the casino should have noticed that there was a discrepancy. If you won and they only noticed it then, I don't understand it, but I definitely want you to explain it to me. The player is responsible for ensuring that all personal information is correct, so if you didn't enter the correct information, I'm not sure how it will turn out.

I only received a message that they could unblock my account if I agreed to 50 euros, and I won much more.

Yes, I have screenshots and the email where it was written

I understand, but something is not good with that I would say. That's not normal for a casino. If they blocked your account because of the wrong surname, it is violation of Terms and they can void your winnings. But what is suspicious from my point of view is that they offer you 50 euros for unblocking it.

Maybe I would try to open a complaint on our site.

But you haven't respond to my question. Was your surname wrong when you registered on this site?

Thank you for your response.

Yes, my surname was incomplete at the time of registration.

However, Verde Casino allowed me to register, deposit, play, and most importantly to complete KYC verification successfully with my real and correct personal data.

The issue with the surname was never raised before.

It was only mentioned after I won money and requested a withdrawal.

That is why I find the situation unfair.

If the surname was a serious violation of the Terms, the casino should not have approved my KYC and allowed me to play for a long time.

The offer of 50 euros for unblocking the account is suspicious and unacceptable, especially when there is a higher balance on the account.

I did not agree to this offer.

I would appreciate your help and agree to proceed with the complaint on CasinoGuru.

Okay, try filing a complaint here at this link. 

I can't promise that it will turn out well for you. If your surname was incomplete, it is always the player's responsibility to provide the correct information. So it is possible that your request will be rejected on this basis.

The casino doesn't monitor everything right away and only does verification when you make withdrawals. That's how most of them work, which is why they noticed it later. On the other hand, if they approved your verification and documents and you were able to continue playing, and then a problem arose, that's really strange. 

So I'll be curious to see how it turns out.

Hello,

Thank you very much for taking the time to analyze my case.

Yes, this situation happened at Verde Casino.

Regarding VPN usage:

I did not use a VPN to bypass any country restrictions, forbidden games, or bonuses.

I was playing from an accepted country and did not gain any unfair advantage.

Unfortunately, I do not have a screenshot or email where the casino clearly explained the alleged VPN violation.

The issue was mentioned only after my account was blocked.

Regarding the "unblocking fee":

Yes, the casino offered me 50 euros in order to unblock my account.

I agree that this approach is very suspicious.

If the casino truly believed I violated their Terms, there would be no reason to offer account unblocking in exchange for a payment.

This clearly contradicts the claim of a serious violation.

I do have screenshots showing that my account is blocked ("User is blocked" message).

I also have confirmation that my KYC was successfully approved before the winnings and before the account was blocked.

I fully agree that this behavior is not fair, and I appreciate your assistance in reviewing this matter.

Please let me know if you need any additional information or screenshots from my side.

Hello, considering the circumstances, I honestly believe that submitting a complaint is the best step possible. I also believe that the complaint, with the help of a mediator, can provide a clear explanation for certain important points.

So, do not hesitate to complain; gather screenshots you have available and form the request the best you can. The more details you provide right from the start, the better. Our colleagues from the Resolution Center will guide you through when the time comes, but you may always keep us up-to-date here on the forum.

I, for example, would like to understand what happened.

Hello,

Thank you for your support and guidance.

I am currently in the process of submitting the complaint via the form you provided.

I am gathering all available screenshots and evidence, including:

- the account blocked message,

- confirmation of successful KYC verification,

- and communication with the casino regarding the issue.

I will provide as many details as possible from the start and will keep you updated here on the forum once the complaint is fully submitted.

Thank you again for your assistance. I appreciate your willingness to look into this matter.

You are welcome. To help out a bit, you do not have to collect and provide the associated details all at once in the request. Perhaps I wasn't too clear about that.

You see, the Complaint is a complex process, and the first few steps are focused on understanding the events.

A clear summary of the situation you found yourself in with a few screenshots will be a sufficient start. Once colleagues approve the initial request, you can provide the other details in the upcoming days. The first step is to explain why you are complaining and then support that with all you have.

No pressure, ok? 🙂