Verde Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Hello,

Account blocked and €1801 balance confiscated due to minor DOB mistake

I would like to file a complaint against Verde Casino regarding my blocked account and confiscated balance of €1801.39.

My account was fully verified and my KYC documents were approved by the casino. I have proof of approved identity, proof of address, and payment verification.

The only issue mentioned by the casino is a minor discrepancy in my date of birth (a difference of one day). This is clearly a simple mistake and not an attempt to provide false identity or commit fraud.

Despite this, the casino:

- Blocked my account completely

- Rejected all my withdrawal requests

- Refused to return my full balance

They offered to return only €300 and void the rest of my balance, which is unfair and unacceptable.

I have evidence of:

- My account balance (€1801.39)

- Approved KYC documents

- Rejected withdrawals

- Email communication with the casino

This action is disproportionate and violates fair gaming principles. A small clerical error should not result in confiscation of my funds.

I request:

- Full return of my balance (€1801.39)

OR

- Immediate access to withdraw my funds

I am ready to provide all evidence to support my case.

Thank you.

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.

Hello,

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.

• Could you please provide more details about the extent of the error in your date of birth?
• When have you registered at the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Greetings,

According to our records, the player received their winnings in full

Kind regards

Thanks to both parties for your replies.

Dear HakifBislimi,

Could you please let us know whether we can consider the issue as resolved?

Looking forward to your reply.

Dear HakifBislimi,

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,
Tomas
Casino.Guru