Verde Casino - La cuenta del jugador ha sido bloqueada.

On or about May 30, my account was suddenly blocked and I could no longer log in to the site.

When we inquired as to the cause, we were told that we were in violation of Article 11.5 of the Terms of Service and that we could not disclose any other information.

The account was fully authenticated.

Only one payment method was used from the time the account was opened until it was blocked, and the same method was used for deposits and withdrawals.

The average bet from deposit to withdrawal request is at least 10 times the deposit amount, with a sufficient amount bet on the game each time.

Of course, there are no duplicate accounts registered.

I am not involved in any fraudulent, illegal, or improper activity.

We do not know why our account was blocked this time.

Thank you in advance for your help.

Dear nemtree,

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. Do I understand correctly that $132 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

The balance in your possession is real money only, no bonus money.

There should be a balance of $132 left, but I am unable to withdraw it because my account has been blocked.

Dear nemtree

Apologies for inconveniences caused.

Please kindly withdraw your real money balance. Account was unblocked.

Kind regards

Hello everyone,

Thank you both for your replies.

nemtree, can we now consider this case resolved?

What caused my account to be blocked?

Please note that we do not investigate the reasons behind a blocked account if there are no funds being held or the casino decides to reopen your account and let you withdraw.

Please, let us know if you managed to withdraw your winnings so that we can proceed with this case accordingly.

Dear nemtree,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.