Verde Casino - La cuenta del jugador ha sido cerrada.

Hello. My account has been blocked. The operator says that I once had an account, but I have not registered there before.

Здравствуйте.Мой аккаунт заблокирован.Оператор говорит что у меня был когда-то аккаунт но я не регистрировался ранее там .

Dear serz1502,

Thank you very much for submitting your complaint.

I'm sorry to hear about your account being blocked. In order to better understand your situation and move forward with the case, could you please clarify a few things for us?

1. When did you create the account that is now blocked?
2. Did you receive any emails or messages from the casino when the account was blocked? If so, could you please forward those to us?
3. Have you ever tried to register at this casino in the past using a different email address, username, or device?
4. Did the casino provide any details about the alleged previous account, such as a username or registration date?

If you have any relevant communication from the casino, such as emails or chat transcripts, you can forward them to petronela.k@casino.guru for review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 email addresses provided in your complaint thread.

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

I created it on the 23rd. No, I didn't receive anything by email. No, I didn't register before. They didn't provide anything, only the operator answered in the chat.

Я создал ее 23 числа.нет на почту я нечего не получил.Нет я раньше не регистрировался.Они не чего не предоставили только оператор ответил в чате.

Hello. I don't know who it belongs to, it's not my email, so I don't know.

Добрый.Я не знаю кому он принадлежит это не моя почта поэтому я не знаю.

Hello serz1502

And do we understand it correctly, this is just a terrific coincidence that your nickname here is the same as e-mail of the gaming account, that we specified above?

Also, same Android device was used at both of the accounts, same IP address.

Regards

The mail belongs to my friend who used my data without my knowledge and made a deposit, and it was not one casino. Was verification done on that account? I think so. It is not my fault that my friend used my device earlier and, moreover, knew my data.

Почта принадлежит моему знакомому который без моего ведома использовал мой данные й внёс депозит причем это было не одно казино. Разве на том аккаунте была проидена вертификация?я так полагаю что .Я не виноват что мой ранее друг пользовался моим устройством и тем более знал мой данные.

Dear Petronela

Upon further investigation, it's been discovered the player has tens of multi-accounts, no-deposit bonus used at each of them.

There is a firm decision - the accounts will remain blocked.

Regards

Dear Sergejs,

We have carefully reviewed all information provided by both you and the casino, as well as additional internal data available to us. Based on this review, and particularly the casino’s detailed findings, we must inform you that we are rejecting this complaint.

According to the casino, there is strong evidence of multiple accounts created using your details, with no-deposit bonuses claimed across several of them, and activity originating from the same device and IP address. This behavior clearly violates most casinos' terms and conditions, and unfortunately, it cannot be justified by claiming that a friend used your personal information or device without your knowledge.

At Casino.Guru, we are committed to helping players resolve issues fairly. We always do our best to assist users who are honest and transparent—even in cases where multiple accounts were created unintentionally. However, we cannot support situations where the information provided is inconsistent or where attempts to mislead are evident.

We understand this is disappointing, but honesty is absolutely essential in any mediation process. We wish you the best going forward.

Kind regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru