Verde Casino - La cuenta bloqueada del jugador impide los retiros.

Hello. Today, on 22-04-2024, I logged into my account when I received the message "The user is blocked". I wasn't informed about anything and I have 4000 DKK in my account. I'm seeking help.

Hej. Idag den 22-04-2024 loggede jeg ind på min bruger, da jeg fik beskeden"The user is blocked". Jeg har ingenting fået afvide, og jeg har 4000 dkk inde på min bruger. Beder om hjælp.

Dear bjornmolsing,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you contacted customer support after your account was blocked?

Have you made any successful withdrawals from this casino before?

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

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello.

I was doing KYC verification when I found out that I had to do it in order to get my money. I had submitted documents, but it was closed. And no can't get in touch with their customer service

Hej.

KYC-verifikation var jeg igang med, da jeg fandt ud af, at jeg skulle gøre det for at jeg kunne få mine penge. Jeg havde sendt dokumenter ind, men den blev lukket. Og nej kan ikke få kontakt til deres kundeservixe

Before we proceed with your case, could you please forward me any communication between you and the casino that could be relevant to the investigation? My email address is veronika.l@casino.guru. Thank you.

Dear bjornmolsing

You contacted support successfully on Wed, 24-04-2024, 14:04:38, 2024-04-24 13:58:07 and so on.

We are kindly asking you to provide proof of gameplay from Norway & Argentina (gameplay was within one day).

Or did you use VPN that is prohibited by the T&Cs of the casino.

Regards

Yes heg used VPN but I didn't know it vsr banned

Ja heg brugte VPN, men jeg vidste ikke det vsr forbudt

I have checked the Terms and Conditions of Verde Casino and this is what I found:

12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.

Best regards,

Veronika