Verde Casino - Hráčův účet byl uzavřen a finanční prostředky byly zabaveny.

Good evening,

I registered at the above-mentioned casino.

I deposited 50 euros without a bonus, but when I started to play, it wasn't allowed. I contacted their support, and they told me that my account was closed, which I didn't remember.

I told them that they shouldn't have let me register, just like all casinos do when a player's account is closed.

I asked them to return the 50 euros I deposited, but they refused because it was confiscated.

Is this really possible?

Is this how player protection works?

I chose it because it had a high rating.

Thank you.

καλησπερα

Εκανα εγγραφη στο παραπανω καζινο.

Εκανα κανονικα καταθεση 50 ευρω χωρις μπονους και οταν ξεκινησα να παιξω δε μου επιτρεποταν. Ηρθα σε επικοινωνια μαζι τους και μου ειπαν οτι ειχα λογ/μο κλειστο κατι που δε θυμομουνα.

Τους ειπα τοτε οτι δεν επρεπε να μ αφησουν να κανω εγγραφή οπως κανουν ολα τα καζινο που ειναι κλειστοι οι λογ/σμοι των παικτων.

Τους ζήτησα να μου επιτρεψουν τα 50 ευρω που κατεθεσα και αρνηθηκαν επειδη κατασχεθηκαν.

Ειναι δυνατον?

Αυτη ειναι η προστασια του παικτη ?

Το διαλεξα επειδη εχει υψηλη βαθμολογια

Ευχαριστώ

Dear marofa,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are facing. To better understand your situation, I would like to ask you a few questions:

• Have you previously created any other accounts at this casino that were subsequently closed?
• Could you please confirm the date when your most recent account was closed? Was it before or after you started playing?
• Did you upload any identity documents to your casino profile for verification?
• Have you completed your personal information in the casino profile? If so, could you specify when exactly this was done?

I hope these details will help us assist you more effectively. Thank you in advance for your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day to you

I signed up on 2/12/2024 and they sent me a welcome email.

I don't remember if I had a closed account in the past, I probably had since they say so and closed it

My account expired before I started playing on 12/3, the games wouldn't open

I did not send documents because I was not asked for them.

I uploaded all my personal information on 2/12/2024

The issue is that they allowed me to deposit normally and fortunately I deposited 50 euros. If I deposited 1000, would they keep them too?

Thanks

Καλημερα σας

Εγγραφηκα στις 2/12/2024 και μου στειλανε εμαιλ καλωσορισματος.

Δε θυμαμαι αν ειχα κλειστο λογ/σμο στο παρελθον, πιθανον να ειχα αφου το λενε οι ίδιοι και να τον εκλεισα

Ολογ/σμος μου εκλεισε πριν ξεκινησω να παιζω στις 3/12 , δεν ανοιγαν τα παιχνιδια

Δεν εστειλα εγγραφα γιατι δε μου ζητηθηκαν.

Τα προσωπικα μου στοιχεια τα ανεβασα ολα στις 2/12/2024

Το θεμα ειναι οτι μου επετρεψαν να κανω κανονικα καταθεση και ευτυχως κατεθεσα 50 ευρω . Αν κατεθετα 1000 θα τα κρατουσαν και αυτά?

Ευχαριστώ

Dear marofa

Thank you for the complaint

Indeed, we can see that you requested the closure of your main account mar**al@hotmail.com on  02.12.2023 12:48:27 (UTC) 

And on 01.12.2024 22:43:14 (UTC) you created the account mar**al@gmail.com and deposited.

Please let us know if you have a gambling addiction, if not - we will transfer 50 eur to your main account and unblock it.

Kind regards

I don't have a gambling addiction

I don't want my money confiscated

Εθισμό στον τζόγο δεν έχω

Τα χρήματα μου δε θέλω να κατασχεθούν

Dear marofa

Should we transfer the amount to your main account?

Regards

You haven't transferred them yet.

I'm still waiting.

I also can't connect.

Δε τα έχετε μεταφέρει ακόμα

Ακομα περιμένω

Επισης δε μπορώ να κάνω σύνδεση

Dear marofa,

Could you please specify if you closed your previous account due to gambling addiction? Please forward me the email you sent to the casino when you requested your first account be closed at veronika.f@casino.guru. Thank you for your cooperation.

Good morning

I can't find or remember such an email.

The casino said it was December 2023. Let them send it.

But what does it matter?

If it were as they say, they wouldn't have allowed me to register and make a deposit.

Other casinos don't even allow you to register.

Thanks

Καλημέρα

Δεν βρίσκω ούτε θυμάμαι τέτοιο εμαιλ

Απο το καζίνο είπανε ότι ήταν τον Δεκέμβριο του 2023. Ας το στείλουν εκείνοι

Αλλα τι σημασία έχει;

Αν ήταν όπως λένε να μη μου επιτρέπανε να εγγραφώ και να κάνω κατάθεση.

Αλλα καζίνο δεν επιτρέπουν ούτε να εγγραφεις

ευχαριστω