Verde Casino - La cuenta del jugador ha sido cerrada.

Hello, I have been trying to withdraw funds for a week, the problem was with verification each time, all documents were sent, attached as expected, also duplicated by files by mail, each time I receive a response Wait for a response, all documents on the site are approved, but verification is not completed, in the chat I showed the document that I am attaching and they said this option is perfect!

Today I was waiting for everything to be confirmed finally and I would withdraw my funds, but now I can’t log into my account because this casino blocked me, the reasons are unknown to me, and there couldn’t be any!

I want to withdraw my funds!

Здравствуйте,в течении неделю я пыталась вывести средства, проблема каждый раз была с верификацией, все документы отправлены,прикреплены как положено, также продублированы файлами на почту ,каждый раз я получаю ответ Подождать ответа, все документы на сайте одобрены,но верификацию не завершают, в чате я показала документ что прикрепляю и сказали ,этот вариант подходит отлично!

Сегодня я ждала что все подтвердится наконец-то и я выведу свои средства, но теперь я не могу зайти в свой аккаунт, так как данное казино меня заблокировало, причины мне неизвестны,да и быть их не могло!

Я хочу вывести свои средства!

Dear mjaff95,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which of your documents have not been approved by the casino?

Could you kindly forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru?

What types of games did you play - e.g. slots, live casino games, sports betting?

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

Thank you. The games were played exclusively in slots, I provided you with all the information and documents by email.

Спасибо. Игры проходили исключительно в слоты, всю информацию и документы я предоставила вам на почту.

Dear mjaff95

Please kindly provide a proof of family name change.

Also, the support operator told you briefly in the live chat about the reason of temporary account block (Mon, 10-02-2025, 13:47:52):

"To unblock your account, you need to provide a document on your last name change. You need to send the document to the email address listed on the website."

Kind regards

Hello, all documents regarding the change of surname were provided to the email address indicated on the website.

Здравствуйте,все документы о смене фамилии были предоставлены на почту указанную на сайте.

Hello, at the moment I was able to log into my account and all verification is approved, I will attach the file. For what reasons it is not allowed to make a withdrawal to the card I do not understand. I made the withdrawal via transfer. I am really looking forward to receiving it and then I will be able to immediately write to you whether everything was successful. They promise to withdraw funds within 5 days.

Здравствуйте, на данный момент я смогла зайти в свой аккаунт и вся верификация одобрена, прикреплю файлом. По каким причинам не позволяется сделать вывод на карту мне не понятно. Вывод я поставила через transfer. Очень жду поступления и тогда смогу вам сразу написать прошло ли всё успешно. Вывод средств обещают до 5 дней.

Thank you very much for your cooperation, the withdrawal of funds was successful, the entire amount of "600 euros" was credited to my account. The case can be considered closed.

I am very grateful for helping me understand this situation.

Sincerely.

Спасибо вам большое за сотрудничество, вывод средст удался, вся сумма "600 евро" была зачислена на мой счёт. Дело можно считать закрытым.

Очень благодарна что помогли разобраться в данной ситуации.

С уважением.

Hello all

We are happy to inform that the KYC check procedure is now complete and the withdrawal request has been approved by the casino.

Kind regards

Thank you very much for your cooperation, the withdrawal of funds was successful, the entire amount of "600 euros" was credited to my account. The case can be considered closed.

I am very grateful for helping me understand this situation.

Sincerely.

Спасибо вам большое за сотрудничество, вывод средст удался, вся сумма "600 евро" была зачислена на мой счёт. Дело можно считать закрытым.

Очень благодарна что помогли разобраться в данной ситуации.

С уважением.

Dear mjaff95,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru