Title of complaint:

Account blocked and €807 confiscated at VerdeCasino

Casino:

VerdeCasino.com

Description:

I had a balance of €807 in my account when it was suddenly blocked. Support later informed me that the reason was a "duplicate account", which I firmly deny. Before the ban, a support agent even told me that there were no violations and apologized for the confusion. Suddenly, the account was locked and the funds taken, without warning.

The casino operates under Wiraon B.V., who only have a license application pending with the Cura?ao Gaming Control Board (OGL/2024/686/0183). I believe the casino is acting unfairly and possibly exploiting their unclear license status.

I am requesting that Casino Guru help me mediate this issue and get my funds returned. I can provide screenshots and support transcripts as evidence.

Dear lisand220011,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account being blocked and the funds being confiscated at Verde Casino.

In order to better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Can you confirm if you received any notifications or emails from Verde Casino regarding the account block before contacting support?
• Have you attempted to appeal the decision with the casino since your account was blocked?
• Are there any other accounts you may have created with Verde Casino under different names or details?

Your cooperation in providing these details will help us investigate and work towards a resolution. Recapping the situation clearly and providing any evidence you have will contribute significantly to our mediation efforts.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronella,

Thank you for your answer.

Here are my answers to your questions:

I have not received any email or message from Verde Casino regarding my account being blocked before I contacted their support.

I have tried to appeal the decision several times directly to the casino, but without receiving any solution or clear explanation as to why my account has been blocked.

I can confidently say that I have not created any other accounts at Verde Casino, neither under other names nor with other details.

I really appreciate you looking into my case, and I hope you can help me regain access to my account and the money that is there.

K?ra Petronela,

Tack f?r ditt svar.

H?r ?r mina svar p? dina fr?gor:

Jag har inte f?tt n?got mejl eller meddelande fr?n Verde Casino ang?ende att mitt konto skulle ha blockerats innan jag kontaktade deras support.

Jag har f?rs?kt ?verklaga beslutet flera g?nger direkt till casinot, men utan att f? n?gon l?sning eller tydlig f?rklaring till varf?r mitt konto har blockerats.

Jag kan med s?kerhet s?ga att jag inte har skapat n?gra andra konton hos Verde Casino, varken under andra namn eller med andra uppgifter.

Jag uppskattar verkligen att ni tittar p? mitt ?rende, och jag hoppas att ni kan hj?lpa mig att f? tillbaka tillg?ngen till mitt konto och de pengar som finns d?r.

Thank you for your message.

I want to clarify that I do not recognize or own any of the accounts or email addresses you listed. I have never used or had access to them, and I am not aware of anyone close to me who might have either.

If they were accessed via an iPhone, that does not prove that I created or used them. Many people can share devices (such as in households, public networks, or shared mobile phones), and this should not be used as conclusive evidence to ban someone or seize their balance.

I maintain that I only created one account — mine — and I have done nothing to violate your terms knowingly. This feels like a mistake or a wrongful accusation, and I kindly ask you to reassess my situation fairly.

Hello,

I confirm that the card ending in 9681 is mine.

That said, I want to make it absolutely clear that this has nothing to do with how my case has been mishandled. The issue remains unresolved and unrelated to the card in question.

I expect a proper solution here and now without further delays.

Hello Guru,

I need your immediate assistance with an ongoing issue. I have already confirmed that the card ending in 9681 is mine. However, this issue is completely unrelated to the card, and I am frustrated that it continues to be brought up when the real matter remains unresolved.

Please help me resolve this issue here and now. I expect a clear solution without further delay.

Dear lisand220011

Can you also specify your date of birth, please?

(month and year will be enough)

Regards

Hello,

I’m not entirely sure which date of birth I entered at registration, as it may not have been my actual one. Could you please tell me what format or part of the date you have on file so I can try to confirm it correctly?

I’m happy to provide any additional verification if needed.

Dear Casino Guru representative,

Basically, you have all the information, also, please consider the latest comment by the player - he does not even remember which DOB he specified within another multi-account.

Regards

Dear Casino Guru,

I want to clarify again that I have only created and used one single account on VerdeCasino — the one tied to my real name and personal email. I do not recognize the other accounts or email addresses mentioned.

The operator now claims I don’t remember the date of birth on "another" account — but I cannot comment on that because I have never used or registered any such account. Suggesting I "don’t remember" something from an account I never created is unfair and misleading.

I am confident I’ve done nothing wrong. I’ve acted in good faith, and all I ask is to have my own account and balance treated fairly.

Can this matter be solved now please.

sincerly

I have played/playing on different casinos, I loved this casino too until now, they disappointed me.

Thank you very much, Verde Casino Team, for the clarification.

Hi lisand220011,

• You mentioned that you’re not entirely sure which date of birth you entered during registration. Could you please explain how that is possible? The date of birth is a fundamental part of any account setup, and players are typically required to enter accurate personal information. This uncertainty raises concerns about the legitimacy of the registration.
• The casino states that multiple accounts were accessed using the same iPhone. Just to be clear, using the same type of device (e.g., an iPhone) is not the same as using the exact same physical device. Are you suggesting that you may have shared your phone with someone else, or could someone else have had access to your device?

Your answers to these questions are crucial for us to understand the situation more clearly and assess the casino’s actions.

Thank you in advance for your reply.

Hi Casino Guru team,

Thank you for your follow-up and for handling this matter seriously.

Regarding the date of birth issue – I realize that may sound strange. I always try to be accurate when registering, but I’ve used autofill or saved settings before and honestly don’t remember whether I manually typed in the information or let the device fill it in. That said, I’ve never had any intention of providing false personal details.

Concerning the device usage – I use an iPhone, but I’ve shared it occasionally with family members or close friends who might also be into online gaming. It’s possible that this has caused confusion in the system, but I was not aware that using the same device could result in account linking or this type of penalty. I did not knowingly create or use multiple accounts, nor do I recognize the email addresses they listed.

I truly feel this situation has been misunderstood or wrongly attributed to me. I had no intention to violate any terms and I sincerely hope you can help mediate a fair resolution.

Dear lisand220011,

Thank you very much for your responses and for sharing your perspective with us.

After reviewing all the details provided by both sides, including your latest clarifications and the final comments from the casino, we must respectfully conclude that we will not be able to assist you further with this case.

The casino has presented sufficient evidence suggesting a breach of their terms due to multi-accounting. While you have explained that device sharing may have contributed to the issue, we must acknowledge that the operator is within their rights to act upon such findings, especially when linked accounts cannot be clearly separated.

Moreover, your uncertainty about the personal information used in other accounts raises additional concerns we are unfortunately unable to resolve without concrete supporting evidence.

For these reasons, we are closing this complaint with no further action to be taken. We understand this may not be the outcome you had hoped for, but we appreciate your cooperation and the time you took to communicate with us throughout the process.

Best regards,

Petronela

www.kpvfaw.com