The player from Germany had won €2,000 but faced withdrawal issues as the casino claimed she had two accounts. She had deleted her first account a year ago and was now using a new email address, but her current account was blocked, preventing her from accessing her winnings. After communication with the Complaints Team, her account was unlocked, and she was able to request her payout again. The issue was marked as resolved once she confirmed the successful request for her funds.
Verde Casino - Player’s account is closed due to multiple accounts claim.
Amount: €2,000
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
I won €2,000 two days ago, and they're suggesting I have two accounts. However, I deleted the first account with the old email address about a year ago and no longer have access to it. Hence my current account with a new email address.
D has now been blocked and I won't get the money.
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Head of Complaint Resolution Center
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1 month ago
Dear dadleranja,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue concerning your blocked account and unpaid winnings.
To better understand your situation and assist you further, could you please clarify a few points:
- Can you confirm whether you ever requested the permanent closure or self-exclusion of your original account? If so, do you recall the approximate date or reason for the closure?
- Did you receive any warnings or communication from the casino before your current account was blocked?
- Have you accumulated the €2,000 in winnings using any active bonus or promotional offer? If yes, could you specify which one?
- Were both accounts (the old and the current one) registered under the same personal details such as name, date of birth, address, or payment method?
- Have you tried reaching out to the casino’s customer support regarding this issue, and if so, did they provide any written explanation or reference to their terms and conditions?
If you have any related screenshots or communication with the casino, please feel free to forward them to my email address at [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 month ago
Translation
Good morning Petronela,
I requested closure of the old account around September or October 2024, I believe, and it was successful, as I no longer have access to that account. The reason was that I didn't want to gamble anymore at that time. I received no warning before the closure. I was asked to provide documents for verification beforehand, which were approved except for one document. The €2,000 did not come from a bonus or anything similar. I registered with the new account using the same name, address, and date of birth. The only differences are a new email address and different payment methods.
Yes, I contacted customer service, screenshots came via email, including the email I received from Verde.
LG Anja
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Casino representative
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1 month ago
Hello,
We'd like to confirm the player has indeed more than 1 account, used tens of bonuses, used different spelling of personal data in order to open up a new account.
The previous account was blocked upon casino's decision.
Hope this clarifies the matter.
Regards
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1 month ago
Translation
Hello. I've never used different spellings; except for a new email address, everything is identical. Of course, I've used bonuses in the past. I closed and canceled the first account via customer service chat. I sent them the email that appears when I try to log into my old account.
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1 month ago
Translation
Hello Petronela,
What should I do with the answer? What evidence do I need?
LG Anja
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Head of Complaint Resolution Center
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1 month ago
Dear dadleranja and Verde Casino Team,
Thank you both for your responses and for providing your respective perspectives on this case.
dadleranja, we appreciate the information you've shared so far. Please note that the accusations raised by the casino—regarding the use of multiple accounts and altered personal data—are serious, as they may represent a breach of the casino’s terms and conditions. That said, your explanation has been noted, and we understand that you believe you acted in good faith, using the same personal details aside from your email address and payment method.
To the casino: We thank you for your willingness to provide supporting evidence. To proceed fairly, we kindly request that you share all relevant documentation supporting your claims. Once this information is received, we will carefully assess it alongside the player’s statements to ensure a fair and thorough evaluation.
In the meantime, dadleranja, if you have any further communication that supports your position—such as confirmation of the original account closure or evidence that the same personal data was used—please feel free to forward it to [email protected].
Thank you.
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Casino representative
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3 weeks ago
Greetings,
The proofs were sent on June 03.
Kind regards
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3 weeks ago
Translation
Hello Petronella,
What does the message from Verde Casino mean?
LG Anja
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Head of Complaint Resolution Center
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3 weeks ago
Dear dadleranja,
Thank you very much for your message.
I want to reassure you that we are in direct communication with Verde Casino via email behind the scenes. They have shared some information with us, and we are currently reviewing it carefully.
Please don’t worry — you don’t need to do anything additional for now. We will keep you informed about any developments and update you as soon as we have more news.
Thank you for your patience and cooperation.
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Head of Complaint Resolution Center
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1 week ago
Dear dadleranja,
Thank you very much for your patience — and I truly apologize for the delay.
I just want to reassure you that we are still in internal communication with Verde Casino. We are reviewing the information they provided and clarifying some points to ensure we handle your case fairly and thoroughly.
Please don’t worry — you don’t need to take any further steps at this moment. I will update you as soon as we have clear progress or need any additional information from your side.
Thank you again for your understanding and cooperation.
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Casino representative
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1 week ago
Greetings all
The player may continue using the services.
Kind regards
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1 week ago
Translation
Hello Petronella,
My access is unlocked again, but the €2,000 is gone.
The account was completely reset to zero, no more transactions were visible, etc.
Best regards
A. D*****
Edited by a Casino Guru admin
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Casino representative
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1 week ago
Dear dadleranja
Can you please provide a screenshot? (Personal info, transactions history)
Thank you for cooperation!
Regards
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1 week ago
Translation
Hello.
I logged in again and now everything was there, I requested the payout again.
Thank you
Best regards
Anya
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Head of Complaint Resolution Center
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1 week ago
Dear Anya,
Thank you very much for the update. I’m glad to hear you were able to access your account again and request the payout.
Could you please keep me informed about any further developments, especially whether you successfully receive the funds?
Also, I would like to thank the casino for their cooperation in resolving this situation.
I’ll stay here to assist you if needed.
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1 week ago
Translation
Hello Petronella,
I'll keep you updated.
Thank you very much for your very valuable support.
Best regards
Anya
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1 week ago
Translation
Hello Petronella,
Amazingly, I just received the 2000€.
Thank you very much for your help.
You did a very good job.
LG Anja
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Head of Complaint Resolution Center
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear dadleranja,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petronela
