Verde Casino - Счет игрока был закрыт, а средства задержаны.

Unfortunately, I am very disappointed with the activities of VerdeCasino.

My account at VerdeCasino was fully verified after sending all the required documents, and yet I am unable to withdraw real money from my account in the amount exceeding PLN 6,000, of which more than half are funds from my deposits.

After submitting and successfully verifying all the necessary documents for verification, unexpectedly, instead of providing the possibility of making a withdrawal, I received information that my account is blocked (which makes it impossible to order the withdrawal of funds on it) along with a bizarre proposal to cancel the entire balance in exchange for unblocking the account, which is not only inconsistent with the casino regulations, which I accepted during registration, but above all is also an unjustified misappropriation of the player's funds from deposits that were paid there. Please support me receive my funds.

Dear tenia666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please share a screenshot or a document of casino's proposal to cancel the entire balance in exchange for unblocking the account? Kindly share it here in the thread.
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Katarina,

Thank you for your response.

Sure, see below replies on your questions:

1) I was focused mostly on sports betting.

2) Yes, please find attached screenshot

Original text message in Polish:

" Welcome!

Selfie has been accepted. We inform you that your account has been blocked due to violation of the following rule of our platform ( https://verdecasino.com/en/betting-rules ):

2.13. Users are prohibited from placing multiple identical bets on the same match in order to circumvent the limits. Such actions will be treated as a breach of the rules and may lead to additional limits being set, betting restrictions or accounts being blocked.

The site administration allows you to unblock by canceling the account balance. If you agree, contact us via online chat or by replying to this message. This way we can forward the information to the appropriate department.

Have a nice day! "

Translated text message to english:

" Welcome!

Selfie has been accepted. We inform you that your account has been blocked due to violation of the following rule of our platform (https://verdecasino.com/en/betting-rules):

2/13. Users are prohibited from placing multiple identical bets on the same match in order to bypass the limits. Such actions will be treated as a violation of the rules and may lead to setting additional limits, limiting betting or blocking accounts.

The site administration allows unblocking by canceling the account balance. If you agree, contact us via online chat or by replying to this message. This way we can forward the information to the appropriate department.

Have a nice day!

3) On my account I have only 6,810.68 PLN real money, without any bonus funds, what is also visible on below screenshots from my account:

Additionally, below also screenshot confirming that account has been fully verified based on all requested documents as my ID, proof of address, proof of deposit from my e-wallet account, selfie with ID and also selfie with ID and with logged my account in background.

I would like to only payout my real money funds.

Thank you for your support,

In case of any additional questions please let me know,

Regards,

Teresa

Hi Katarina,

Thank you for your response.

Sure, see below replies on your questions:

1) I was focused mostly on sports betting.

2) Yes, please find attached screenshot

Original text message in polish:

"Serdecznie witamy!

Selfie zostało zaakceptowane. Informujemy, że Twoje konto zostało zablokowane z powodu naruszenia następującej zasady naszej platformy (https://verdecasino.com/pl/betting-rules):

2.13. Użytkownikom zabrania się obstawiania wielu identycznych zakładów na ten sam mecz w celu obejścia limitów. Takie działania będą traktowane jako naruszenie zasad i mogą prowadzić do ustalenia dodatkowych limitów, ograniczenia obstawiania zakładów lub blokowania kont.

Administracja witryny umożliwia odblokowanie poprzez anulowanie salda konta. Jeśli się zgadzasz, skontaktuj się z nami na czacie online lub odpowiadając na tę wiadomość. W ten sposób możemy przekazać informacje do odpowiedniego działu.

Miłego dnia!"

Translated text message to english:

"Welcome!

Selfie has been accepted. We inform you that your account has been blocked due to violation of the following rule of our platform (https://verdecasino.com/en/betting-rules):

2.13. Users are prohibited from placing multiple identical bets on the same match in order to bypass the limits. Such actions will be treated as a violation of the rules and may lead to setting additional limits, limiting betting or blocking accounts.

The site administration allows unblocking by canceling the account balance. If you agree, contact us via online chat or by replying to this message. This way we can forward the information to the appropriate department.

Have a nice day!"

3) On my account I have only 6.810,68 PLN real money, without any bonus funds, what is also visible on below screenshots from my account:

Additionally, below also screenshot confirming that account has been fully verified based on all requested documents as my ID, proof of address, proof of deposit from my e-wallet account, selfie with ID and also selfie with ID and with logged my account in background.

I would like to only payout my real money funds.

Thank you for your support,

In case of any additional questions please let me know,

Regards,

Teresa

Dear all

We can confirm the player is solely a sportsbook player and violated the following T&Cs:

"2.13. Users are prohibited from making multiple identical bets on the same match to bypass the limits. Such actions will be regarded as rules violation and may lead to setting additional limits, restriction to place bets or blocking accounts."

The player's account will remain blocked.

Regards

I am unable to accept the cancellation of the remaining balance as this is not according to the rules from VerdeCasino. Furthermore balance contains only real money funds included also my deposits and its confiscation by VerdeCasino would be against the VerdeCasino rules, which I have accepted. According to the mentioned point 2.13. from rules, the account can remain blocked, but in order for everything to proceed according to the rules, all real money funds should be paid out as this point not allowing on misappropriates funds of player. 

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Katarina

Casino Guru Team