Verde Casino - Retiro del jugador suspendido y cuenta cerrada.

Hello, I have been playing on the site for 2 years, never won or cashed out before.

Yesterday, I won 3,000 euros and wanted to withdraw it. During the KYC verification, I sent my friend's bank details because I'm having issues with my own bank account and wanted to withdraw to my friend's account. As a result, they suspended my account. I informed them that I could verify my identity with my ID, proving that the account belongs to me, but they were neither helpful nor understanding.

Hallo, ich spiele seid 2 Jahren auf der Seite, vorher nie was gewonnen oder ausgezahlt,

Gestern habe ich 3000 Euro gewonnen und wollte diese auszahlen, bei der KYC Überprüfung habe ich von meinem Freund die bankdaten geschickt da ich Probleme mit meinem Bankkonto habe, wollte ich es auf dem Konto von meinem Freund auszahlen, dadurch haben die mein Konto gesperrt, ich hatte denen geschrieben das ich mich nachweisen kann mit meinem Ausweis das der Account mir gehört, leider ohne Hilfe und verständnis

Dear zeydlp123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you the only one using your player's account in the casino?
• Have you used your devices to access the casino exclusively and have you used deposit methods that belong to you exclusively?
• Have you attempted to withdraw your winnings using your bank details initially?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hello, yes the account belongs only to me.

Yes, the deposit methods were only through PSC which also belongs to me.

No, I wanted to pay it out at my friend's bank for private reasons of my bank.

I will send you the chats to your email address

Thanks!

Hallo , ja der Account gehört nur mir.

Ja, die einzahlungsmethoden waren nur über PSC was auch mir gehört.

Nein, ich wollte es auf dem Bank von mein Freund auszahlen aus privatlichen Gründen meiner Bank.

ich schicke ihnen die Chats an ihre E-Mail Adresse

Danke!

Dear zeydlp123,

Were you asked to provide documents based on live chat communication, email, or notification on the website?

Could you please send me the communication or prompt from the casino that led you to provide documents that didn't belong to you?

Were you asked to provide these documents before you requested a payout or afterward?

Hello Thomas

I was asked for my documents via live chat. Since I have problems with my own bank account, I wanted to have it paid out to my friend's bank account.

I was asked for the documents after the withdrawal request.

I also sent a few chats to her email.

Hallo Tomas

ich wurde per live Chat nach meinen Dokumenten gefragt, da ich Probleme mit mein eigenes Bankkonto habe, wollte ich es auf das Bankkonto von meinem Freund auszahlen lassen.

ich wurde nach der Auszahlungsanforderung nach den Dokumenten gebeten.

An ihre E-Mail hatte ich auch paar Chats geschickt.

Dear zeydlp123

We still do not understand why you've uploaded someone else's documents.

Regards

Hello Verde Casino, as I said, I have problems with my own bank account and it doesn't work, that was the reason why I wanted to withdraw to my friend's account.

greetings

Hallo Verde Casino, wie gesagt da ich Probleme mit meinem eigenen Bankkonto habe und es nicht funktuniert, das war der Grund wieso ich auf mein Freunds Konto auszahlen wollte.

grüße

I expect an answer

Ich erwarte eine Antwort

Dear Verde Casino,

will the player be able to submit the documents that belong to him and if these are approved to withdraw?

Hello Tomas,

Yes, the player should provide the documents that belong to him via e-mail.

Regards

Hello, thank you very much.

which email address should I send it to

Best regards

Hallo, lieben Dank.

an welche E-Mail Adresse soll ich sie schicken

liebe Grüße

Dear zeydlp123

Please kindly send to support@verdecasino.com

Regards

dear verdecasino,

I sent them the documents

thank you again

best regards Zeyd ***

liebes verdecasino,

ich habe ihnen die Dokumente geschickt

danke ihnen nochmals

liebe Grüße Zeyd ***

I sent the documents FROM ME to your email address earlier and got such a response

Ich habe die Dokumente VON MIR vorhin an Ihre E-Mail Adresse geschickt, und bekam so eine Antwort

Dear zeydlp123,

We believe online casinos can close a player's account in the casino for any reason at any time as long as they don't withhold the player's funds.

Dear Verde Casino,

Are there any obstacles in paying zeydlp123 his winnings? Please let us know.

Thank you Mr Thomas

I just want my payout

Danke Herr Thomas

ich möchte auch nur meine Auszahlung haben

hello Thomas

I had sent you my documents again to your e-mail address

Best regards

hallo Tomas

ich hatte ihnen an ihre e-mail Adresse nochmal meine Dokumente zugeschickt

Liebe Grüße

Hello,

The player has not made any withdrawal requests, thus we cannot proceed.

Kind regards

Hello Verde Casino

I sent them an email with my documents

Best regards

Hallo Verde Casino

Ich habe ihnen eine E-Mail geschickt mit meinen Dokumenten

Liebe Grüße

Hello Verde Casino

I sent them an email with my documents

Best regards

Hallo Verde Casino

Ich habe ihnen eine E-Mail geschickt mit meinen Dokumenten

Liebe Grüße

Dear zeydlp123

Please kindly make a withdrawal request, casino cannot make one for you.

Regards

Hello dear Verde Casino

now I have requested it

Thanks again

Best regards

Hallo liebes Verde Casino

jetzt habe ich es angefordet

danke nochmal

liebe grüße

Hello,

We'd like to confirm the player received the winnings on 09.08.2024 11:47:41 (UTC)

Kind regards

Yes everything worked, thank you

Ja hat alles funktioniert ich danke ihnen

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, zeydlp123, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Tomas

Casino.Guru