Verde Casino - Hráčský účet byl uzavřen.

Hello!today after 2 months of playng on verde casino,after investing lots of money,making deposits and withdraws,when i wanted to enter in my account was blocked!

At the begging,i send all my documents,driver license,card details,id card,and a bill from my house!Everything was fine,last night i made this withdraw,and today,i was informed by an email that they refused it!beacuse the credit card,has my name but not my surname!and that they wil deblock my account only of if i quit of all the money🤔!!!why they accepted all my documents,2 months i was playng day by day,and now they want to erase my money!!!it is not fair,they should have informed me,that something it is not ok,i have to send more documents,not to block my money(erase )then,it is fraud!!the still my money!after 2 months of making deposits and wthdraws almost day by day!!please help me!i made a small mistake,but they should informed me!

Dear Alybade,

Thank you for submitting your complaint, and I am truly sorry to hear about the issue you've encountered with Verde Casino.

Before we proceed, I would like to ask for a few clarifications to better understand the situation:

• Has your card been verified in the past?
• Could you explain why the card used contains a different name and not yours?
• Were you using someone else's card to make a deposit?

Please note that using third-party payment methods is not allowed at any casino; you are required to deposit only with your own funds. Violating this term may result in the casino confiscating your balance and permanently blocking your account.

Thank you for your cooperation, and I look forward to your response.

Kind regards,

Nick

Hello!

All my documents,also my credit card was accepted from the first time!I can show you the transactions from the first day!it was verified!me and my husband,we are playing together,we have the same name,we can clarify this 100%,it is a revolut card that we use together!ok,we didnt play slot games sincer years,we didnt now all those things,but why i am 100% sure,that after lots transactions,approved,with no problems,no message from them(we were 100 % thinking,that is ok)they blocked our money 6000€(30.000 ron).why now?why they didnt ask us for a document or something!

We,i entered this card beacuse they have a good exchange rate,from our currency=euro,this is the only reason,i have another credit card,i wanted to send it,but they dont want now nothing,they only repeat that they will take all our funds,and deblock the account only,if we forget about the money🥺

thank you

Dear alybade

Sorry you've faced issues. According to T&Cs it is strictly prohibited to used payment methods that do not belong to you.

Would you kindly confirm, that the card 416598******1071 belongs to you and you simply made a typo within the name/last name?

Regards

Greetings!

nope,i did not made a typo!we just made it with my housband card,because we have the same name,and they approved!and because of the exchange rates!and they say from the app that it’s ok!my problem is ,why they aproved all my documents:national id,driver licenses,bank card,a bill from the house,all off this,let me play all this money,make day by day,withdraws and deposits!and now ,with no issue,the wanna erase my money,those are my money,ok i dont want the winnings,just my money,they cannot make it desapear!and after unblock my account!seriosuly?i made a small mistake,i understand that,but i think they also made it!because if they send me any message in this 2 months that i have to put another card,or any documents i will do it!!i swear it was a small mistake!nothing else!we playied for fun every night,i am pregnant,we are good people,only for fun!and look what happens!erase my money🥺

And this is the second time on date 23.08.2024 when they asked !!!so,i verifed now ,it was to times,for KYC !!!

Hey!greetings!

i hope that you will gonna help me with this situation!

the situation is very unclear,and it can’t stay like that!it is not despair!but those guys used deception on a large scale!!

thank you!🙏

Dear Alybade,

Please understand that using a card for deposits does not automatically verify it. Verification is required only when requesting a withdrawal, to confirm that the funds used for deposits belong to you. Since the card you used does not belong to you, we regret to inform you that no further action can be taken. It is a strict policy across all online casinos that only personal payment methods are permitted. To avoid similar issues in the future, please ensure that no third-party payment methods are used for deposits.

Is there anything else we can assist you with?

Best regards,

Nick

greetings!i cannot belive it!!

11times they permitted my withdraw!

and the 12 one,when it was bigger,block the account!again after 2 KYC verifcation!what is funny it’s like how can they do this such of thing???i put the this card that i use 99% my self for online shopping!the only small thing is the surname!!!

it was better for you to lie???😅to say that it’s mine and when I ordered i put my name on it,and a nickname?

they will frease 4000€(my money),this is the amount that i lose!what i should do now??it was only a small mistake,but they also made mistakes,bigger than mine!where does my money(frease)goes???🥹

I didnt steal from them!

at least,i should negociate for a small part recovery of founds!

or something!

they cannot erase my money🥹

Dear Alybade,

Please clarify the exact date of you sending the verification documents for the card used (when was the first time they were aware it does not belongs to you) and how much did you deposit since then.

Looking forward to your answer.

Regards,

Nick

Hello,i have send it in the first days when i made the account ,for KYC verification,after a couple of weeks they asked me again for it,i ve send it again!they approved my kyc documets 2 times in one month!!!around 6200€ i have deposit!also made like 10 withdraws in this time,but small ones!

And they never aware me of any ,,no good documents,,until they have blocked my account,because i withdraw 6000€!just blocked the account!and erased my money!no message,no nothing

Dear Alybade,

Thank you for all the information you’ve provided so far. While it is strictly forbidden to use a third-party payment method, we need to clarify when exactly the casino became aware of its ownership. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you from this point forward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello,the date is 15.09.2024,when they blocked the account,after one month and a few days of the first deposit!I have oppened the account at the end of july!after depositing arround of 6200€!

I tell you once again,until then no problems with deposits and withdrawals,just when i wanted to withdraw 6000€

Thank you

Hello Alybade,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and as previously stated by my colleague Nick, one of the essential regulations present in nearly all casinos is the strict prohibition of utilizing a third-party payment method.

The casino has this mentioned in its terms and conditions you have agreed to when registering your account:

8. DEPOSITS AND WITHDRAWALS TO/FROM YOUR ACCOUNT

8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked.

Please understand that a KYC and AML check is initiated, mainly after a withdrawal is submitted that surpasses a certain amount. This is an industry standard in almost all casinos. So if there are any discrepancies with your data, gameplay, financial transactions, or anything else, they are discovered in most cases only at this time. I'm afraid that our ability to help will be significantly limited because of the violation of the rules. The only possible course of action that can be taken is to potentially arrange a return of the recent deposits. We need to clarify when exactly the casino became aware of the ownership or the Revolut card.

Dear Verde Casino,  

I would appreciate it if you could provide clarification on when the use of the third-party card was first identified. Additionally, could you inform me of the number of deposits made using this card and the corresponding dates? Lastly, is there a possibility to process a refund for the recent deposits back to the card?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, alybade

the use of a bank card that belongs to another person was from 18.08.2024 in the amount of about 60 transactions. There is no possibility to return funds to the card. As a loyalty to you, when unlocking your account we left you 500 RON, which you have already successfully used in our casino.

Kind regards

It means 100€ from 6000€

😂

It is fine,casino guru ,thank you,actually you cannot do nothing,only writing,i maid this mistake because i didnt play casino games in the last 5 years!some rules has been changed!

It is my lost,but!after 2 months of emails,what i know for sure this is abuse from them,why not theft!

But if you where in my position,as man,not robots(like them),100% percent you’ve undersand me,let a man spend his money,and them when i got my money back,bammm,block the account!

Have a good night!

I wont have it!

🙏

Dear Alybade,

Can you please confirm if you made any deposit with a different card or payment method or only with the disputed revolut card? As you mentioned you have passed the KYC twice, did you provide documents (or pictures) only of the disputed revolut card or any other ones? Please forward me the confirmation (email or screenshots) that the KYC was previously done successfully at michal.k@casino.guru

Hello!

i have send what i stil have!

Hey!

i think there is no need to waste our time!

I will close the account,it past a lot of time,with no hope of a solved case!

I made a mistake,but also they’ve done it!I regonise,but i sware it wasn’t no reason that i’ve done it,the truth is 100% at the middle!

Thank you so much,but i’ve still played on Verde this period waitting for you to sove something!

We have to close,beacause it is 😞 hopeless

Dear Alybade,

I understand your dissatisfaction with the whole situation, however, it is very difficult or even near impossible for us to engage in negotiations with the casino team when there is a clear violation of the established rules. I understand that when you utilized your husband's card for the deposit, you may not have realized it could lead to complications. Nonetheless, the use of any third-party payment method is strictly prohibited in online casinos, with exceptions only granted in rare cases and with prior explicit approval from the casino team.

Furthermore, the casino extended a goodwill "compensation" offer, which you accepted, complicating even further our ability to address the matter. Despite this, I have contacted the casino team to explore the possibility of at least partially refunding the funds from your husband's Revolut card, but the final decision rests solely with the casino team.

Hope that the casino will answer faster

Dear Alybade,

I have reached out to the casino team for additional clarification to better understand the situation. It has come to light that, despite a breach of the rules, you were able to make successful withdrawals between October 14th and 19th, totaling over 16,000 RON. Additionally, you made several deposits using your husband's card, which complicates the notion of unintentional mistakes. While it is possible that you may not have realized this could lead to complications, sadly, being unaware of the rules that are explicitly mentioned in the casino's terms and conditions does not provide a valid excuse for your actions. As previously mentioned, the use of third-party payment methods is strictly prohibited across all online casinos. Given the clear breach of terms, I cannot fault the casino for its reluctance to consider any further compensations or refunds.

Unfortunately, I must inform you that there is no further action I can take. Please let me know if you need any additional assistance or if you would like me to proceed with closing this complaint.

Thank you so much!

it’s fine!

End of story!

But,if anyone reads this is simple:

Casino Verde,let you play one month,making several deposits and withdraws,after kyc verification!!!

Like deposits of maximum 400€,withdraws the same,one month!

And then,you lose some money,and then you deposit more,to recover those money,but when you’ve done it,6000€,they(Verde Casino)will find something,without any message!and erase the money,will block you

Be aware of this Casino!

Thank you!!

Dear Alybade,

Thank you for your confirmation. 

I understand that the outcome of your complaint is not what you have hoped for; however, for the abovementioned reasons, there is nothing further that can be done.

I can only strongly recommend checking the casino's terms and conditions and following them to avoid situations like this in the future.

I regret that I cannot assist you further at this time, but please feel free to reach out to us in the future if you encounter any issues with this or any other casino, and we will try our best to assist you.

Best regards, 

Michal

Casino Guru