Verde Casino - Hráčský účet je uzavřen kvůli problému se jménem.

Dear ahme0719,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’ve encountered while trying to withdraw your funds.

To help us understand your case better and assist you further, could you clarify a few details?

• Did you manually enter your name and other credentials when creating your account, or did you sign up using a third-party service like Google or Facebook?
• Could you specify when the casino first notified you about the issue with your name?
• Have they provided a detailed explanation of why they’re only offering DKK 750 instead of the full amount?
• If possible, could you share any specific communication you’ve had with the casino, as well as the screenshots of your account balance and conversations with their support team?

You can forward all relevant documentation to petronela.k@casino.guru so that we can review it as part of our investigation.

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,

Petronela

I will send all the documents to you, thank you.

They blocked my account because of the name. My name is too long to insert, so it became Ahmed al. Depositing money has not been a problem. I wrote to the support team and she said that she requested to change my name after this they wrote that they will only give me 750 DKK as it is their set of rules. It does not make sense to offer DKK 750. I have screenshots of everything, both conversations and my account. They wrote that I could accept this and receive DKK 750 otherwise my account will remain blocked. My proposal could be to meet half way, i.e. give me half of the amount I have won.

jeg sender alle dokumentere til jer tak.

de blokeret min konto pga navnet. Mit navn er for lang til at indsætte det, så det blev Ahmed al. Det har ikke været et problem med at sætte penge ind. Jeg skrev med support teamet og hun sagde at hun request for at ændre mit navn efter dette skriver de at de kun vil give mig 750kr da det et deres regelsæt. Giver ikke mening at tilbyde 750kr. Jeg har screenshot af alt både samtaler og min konto. De skrev at jeg kunne acceptere dette og modtage 750 kr ellers vil min konto forblive blokeret. Mit forslag kunne være at mødes halv vejes altså give mig halv delen af beløbet jeg hsr vundet.

Dear ahme0719

We've consulted with our technical dept., they've assured there is no limit for the number of characters in those fields.

Kind regards

so you wouldn't pay out my 14,900 because of this, but contradict yourselves because you can vouch for me anyway by giving me DKK 750. As I said we can meet at half past one. So pay out half of my money. Thanks also, we can close the case.

så i ville ikke udbetalt min 14900 pga. dette men modsiger jer selv fordi at i alligevel kan står inde for mig ved at give mig 750kr. Som sagt vi kan mødes på halv. Altså udbetale halvdelen af mine penge. Tak også kan vi lukke sagen.

Dear ahme0719

The option for unlocking the account was announced, it's up to you whether you will take a deal or not.

Kind regards

Hi ahme0719,

Our Fair Gambling Codex sets specific standards for both casinos and players. A key requirement for players is to register using their real, full name. I tested the registration process at Verde Casino, and it accepts multiple first and last names without issue.

Please note that the casino’s offer of DKK 750 is likely final, with little to no room for negotiation, given that your registration included incomplete personal information.

Let me know if you’re willing to accept the DKK 750 offer.

I am open to the possibility of getting my deposit back. I see this has happened before with someone with the same problem. So my deposit back be in its place. You have my information, so when can you pay my deposit back? Or reopen my account with the winnings. This is fine if you want to open my account but take my winnings.

jeg er åben for mulighed for at få min indskud tilbage. Dette kan jeg se er sket før med en med samme problem. Så min indskud tilbage være på sin plads. I har min oplysninger så, hvornår kan i udbetale min indskud tilbage? Eller åbne min konto igen med gevinsten. Dette er i orden hvis man vil åbne min konto men tage min gevinst.

Dear Verde Casino Team,

Is it still possible to refund the player’s most recent deposit?

Thank you.

Hello Petronela,

Yes, we may leave 250.00 DKK on player's balance.

Kind regards

Thank you, Verde Casino Team.

Dear ahme0719,

Let me know if there's anything else we can assist you with, or if I should go ahead and close this case.

Thank you!

My deposit was DKK 2500 in total that day, not DKK 250, it was over several times??

Min indskud var 2500kr i alt den dag ikke 250kr det var over flere gange??

As I said, my deposit back at DKK 2500 so we can close the case?? I have screecgshot of it too

Som sagt min indskud tilbage på 2500kr så kan vi lukke sagen?? Jeg har også screecgshot af det

How can you go from NOK 14,900 to NOK 250?????

Hvordan kan i gå fra 14900kr til 250kr?????

Otherwise, open my account again with my winnings very simply

Ellers så åben min konto igen med min gevinst meget enkelt

Dear all

We'd like to confirm, that the very recent deposit by the player is 250 DKK. That is the amount we are ready to leave at player's balance.

Kind regards

Hi ahme0719,

If I understand correctly, you made several deposits on the day you accumulated your winnings, but all except the last deposit of 250 DKK were lost. Is that correct?

If so, please note that we can only negotiate a refund for your last deposit, as providing incomplete personal information when creating your account is considered a breach of one of the fundamental rules for players at any online casino.

Please let me know if you are willing to accept a refund of your last deposit.

Thank you.

Yes, I do

Yes det jeg

Hello ahme0719

It is all done.

Kind regards

As the problem has been resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ahme0719, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: I adjusted the disputed amount from kr.14900 to kr.250.