Verde Casino - Das Spielerkonto wurde geschlossen.

I pressed withdraw and they asked for identification, everything was fine up to this point.

I received an email saying I can't make a withdrawal and I can log into my account to see the reason, but they have banned me.

They say I entered the wrong name, even though they have all my details correct (ID, bank account, card)

It's a good thing I didn't invest a lot of money and just said I'd try it with a dime.

Πατησα αναληψη μου ζητησαν ταυτοποιηση ολα καλα μεχρι εδω.

Μου ηρθε ενα email οτι δεν μπορω να κανω αναληψη και να μπω στο λογαριασμο μου να δω το λογο , αλλα με εχουν κανει αποκλεισμο.

Λενε οτι εβαλα λαθος ονομα ,ενω εχουν ολα τα στοιχεια μου κανονικα(ταυτοτητα , λογαριασμο δεη , καρτα)

Παλι καλα που δεν εβαλα πολλα χρηματα και ειπα απλα να δοκιμασω με ενα δεκαρικο.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear DemVas89,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please specify what information has casino deemed incorrect?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear DemVas89

Could you please clarify your date of birth?

Thank you!

Regards

Dear DemVas89,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru