Verde Casino - Der Spieler ist durch die Bonusrichtlinien des Casinos verwirrt.

Hello, I'm a bit confused about the casino's bonus policy. First, I'd like to mention that they offer a lot of bonuses. But I do have something to complain about. After making a deposit, I received €12.50 in bonus money with a maximum withdrawal of €45, but I had to wager €600 before it was converted into real money. I finally managed that and was able to continue playing. Just the next day, the real money turned back into bonus money, and I had to wager another €600. I managed that too after what felt like an eternity, and suddenly, I was only getting losing rounds. When I asked why I had paid €1200 for

When I was told I had to wager the €12.50 bonus, I was repeatedly told that it was normal. But I still don't understand why the real money is converted into bonus money and the whole thing has to be wagered again with €600. Honestly, in my opinion, that's fraud and has nothing to do with fairness.

Maybe you understand this bonus policy, but I find it impossible and completely disproportionate.

I would be grateful for any kind of help. Unfortunately, I'm running into a brick wall at the casino in this regard. I thought it was an oversight and asked for a small compensation, but my request has been completely ignored. I've already spent quite a bit of money at this casino.

Kind regards, Daniela

Hallo, ich bin etwas irritiert, was die Bonuspolitik in dem Casino betrifft. Als erstes möchte ich erwähnen, dass sehr viele Boni angeboten werden. Aber ich habe jetzt doch mal was zu meckern. Nach einer Einzahlung bekam ich 12,50€ Bonusgeld mit einer maximalen Auszahlung von 45€, jedoch musste ich zuvor 600€ umsetzen bevor es in echtgeld umgeschrieben wurde. Endlich habe ich das geschafft und konnte auch erst mal so weiter spielen. Just am anderen Tag wurde aus dem Echtgeld wieder Bonusgeld und ich musste noch einmal 600€ umsetzen, auch das habe ich nach einer gefühlten Ewigkeit geschafft und plötzlich waren es nur noch Verliererrunden. Auf Nachfrage warum ich 1200€ für

12,50€ Bonus umsetzen muss bekam ich immer wieder zur Antwort das es normal sei. Ich verstehe aber trotzdem nicht, warum aus dem Echtgeld noch ein mal Bonusgeld wird und das ganze noch ein mal mit 600€ durchgespielt werden muss. Ganz ehrlich, dass ist in meinen Augen Betrug und hat mit Fairness nichts zu tun.

Vielleicht versteht ihr diese Bonuspolitik aber ich finde es unmöglich und absolut nicht im Verhältnis.

Über irgendeine Art von Hilfe wäre ich dankbar. Leider stoße ich bei dem Casino in der Hinsicht auf Granit, dachte das es ein Versehen war und habe nach einer kleinen Entschädigung gefragt, aber das wird komplett ignoriert. Hab schon so einiges an Geld in diesem Casino gelassen.

Liebe Grüße Daniela

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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.

• When did the incident happen? When did you first receive the bonus, and when was the wagering requirement reset?
• Have you contacted casino support and asked for an explanation? Have you recorded the incident by taking screenshots?
• Which games have you played in order to fulfill the wagering requirements?
• Could you please share with me your communication with the casino regarding the issue and other supporting evidence? Send emails or chat transcripts to my email at [email protected], 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

Hello Tomas, I received the bonus on October 2nd and fulfilled the terms and conditions, and on October 3rd, the real money turned back into bonus money. I'm enclosing screenshots and hope you can see them.

The support team keeps replying with the same answer: that losing is part of the game. Otherwise, I feel like my arguments are ignored.

Best regards, Daniela

Hallo Tomas, am 2.10. habe ich den Bonus bekommen und auch die Bedingungen erfüllt und am 3.10. wurde aus dem Echtgeld wieder Bonusgeld. Ich sende Screenshots mit und hoffe man kann es erkennen.

Das Supportteam antwortet immer wieder mit der gleichen Antwort, dass es dazu gehört zu verlieren. Ansonsten habe ich das Gefühl, dass meine Argumente ignoriert werden.

LG Daniela

Dear DaniDani

Thank yo ufor the complaint!

But we are afraid we'll need a bit more explanations on your issue.

From the log, we can see, that you activated the bonus via redeem-code on 02-10-2025 13:33 (UTC)

The bonus consists of two parts:

a) Money bonus

b) FreeSpins bonus

The money bonus was met the bonus requirements on 02.10.2025 17:27:53 (UTC)

The amount of 29.20 EUR was transferred onto the real money balance.

From freespins you received 4 EUR, started to wager the bonus, but did not meet the wagering requirements.

---

Also, on 02-10-2025 14:53 (UTC) you activated the Weekly quest bonus, from the freespins you received 9.72 EUR in reward, but were not able to meet the wagering requirements.

Also, as part of Weekly Quest you received 15EUR of bonus money reward at 03.10.2025 01:50:27 (UTC), you were also unable to meet the wagering requirements.

Looking forward for more information from your side.

Kind regards

Hello, it's about the €29.20. What I still had on October 3rd became bonus money again, and I had to wager the €600 again, which I actually managed to do. Unfortunately, I only had losing rounds after that. But because I had to wager €600 twice, my chances of winning were considerably lower, since I had been able to make winnings several times before, but unfortunately, they counted towards the €600 turnover.

Kind regards, Daniela

Hallo, es geht um die 29,20€, was ich davon am 3.10.noch hatte wurde wieder zu Bonusgeld und ich musste die 600€ noch einmal umsetzen, dass konnte ich tatsächlich auch schaffen. Leider habe ich dann nur noch Verliererrunden gehabt. Aber dadurch das ich 2 mal 600€ umsetzen musste war die Chance zu gewinnen um einiges geringer, da ich zuvor öfter mal Gewinne erzielen konnte, die aber leider zu den 600€ Umsatz gehörten.😭

Liebe Grüße Daniela

Dear DaniDani

We've investigated the entire gameplay after wagering the bonus. You continued playing with real money, hundreds of spins with small bet amounts, often your balance was exceeding 100+ EUR. We do not observe any abnormalities.

Would be happy to share the gameplay log with casino guru representative.

Regards

Hello, the second and third screenshots show that I suddenly had to play with bonus funds again until the €600 was wagered, and that was still the same amount.

Unfortunately, I don't know how else to explain it.

As far as I'm concerned, anyone else is welcome to take a look at this.

Kind regards, Daniela

Hallo, auf dem 2.und3. Screenshot ist dann aber zu sehen, dass ich plötzlich wieder mit Bonusguthaben spielen musste, bis die 600€ umgesetzt waren und das war immer noch das gleiche Geld.

Leider weiß ich nicht wie ich es noch erklären soll.

Von mir aus darf sich das gerne noch jemand anschauen.

Liebe Grüße Daniela

Dear DaniDani

We believe we now understand what caused the confusion:

The only time you have a balance of 28,19 EUR in bonus money - is while playing the game Money Cart 2, while wagering the Weekly Quest Bonus. After several spins, you met the wagering requirements and the amount of 26,49 EUR transferred onto your real money balance.

The amounts are very similar, so you could mix up the amounts.

But the log firmly states, that you played with real money balance after wagering the bonuses. Technically, all is valid.

Kind regards

Hmm 🤔 okay, if the amounts were similar and I somehow got it mixed up, I'm sorry for giving you so much trouble. That wasn't my intention, of course.

Thanks for the clarification.

PS: The conditions are still pretty tough 🙈

Kind regards, Daniela

Hmm 🤔 okay, wenn die Summen ähnlich waren und ich das irgendwie durcheinander gebracht habe, tut es mir leid, dass ich euch so viel Arbeit gemacht habe. Das war natürlich nicht meine Absicht.

Danke für die Auflösung.

PS: Die Bedingungen sind trotzdem ganz schön heftig 🙈

Liebe Grüße Daniela

Dear DaniDani

No worries at all! It was a tough case 🙂

We wish you best of luck and big wins!

Can CasinoGuru consider this case resolved?

Regards

Hello, I think the case can be considered solved. I'm truly sorry for causing such a mess, but honestly, I was completely confused. 🙈

Dear Daniela

Hallo, ich denke mal schon, dass man den Fall als gelöst betrachten kann. Es tut mir wirklich ausgesprochen leid, dass ich für das Chaos gesorgt habe, aber ehrlich gesagt war ich wirklich komplett verwirrt. 🙈

Liebe Daniela

Dear DaniDani,

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,

Tomas

Casino.Guru