Hello Casino Guru team,

My name is Zoltán B*******, and I would like to file a complaint against Verde Casino for refusing to pay out my legitimate winnings.

On April 30, 2025, I made four deposits using my own personal bank card (ending in 6943):

21:33 – 60,000 HUF – Transaction ID: d0444ad7-66ce-4e99-87a6-e19c3a9a86ae

21:40 – 60,000 HUF – Transaction ID: 9c6454d6-5466-4105-89c0-724ecf1dc821

21:45 – 60,000 HUF – Transaction ID: c4c9ecd1-4166-4aae-9f45-c2884c49bf74

21:51 – 60,000 HUF – Transaction ID: 48d3ae07-3f8c-499e-8d13-bd941762fafe

After playing, I won approximately 5,017,000 HUF, and requested a payout on May 1, 2025, to the same personal bank card.

Verde Casino then blocked my account and refused to process the withdrawal. They claim that I previously used a third-party card (my wife’s). While this is true for some older deposits, those were accepted multiple times by Verde Casino without any warning or penalty.

In fact, the casino has already processed successful withdrawals to my wife’s card in the past, which confirms that they previously allowed this payment method.

The current winnings, however, were earned only from my personal account and bank card, in full compliance with the rules.

Despite repeated requests, Verde Casino offers only 350,000 HUF and wants me to forfeit the rest. I consider this practice coercive, unethical, and a violation of fair gambling standards.

I respectfully ask Casino Guru to review this case and assist in securing my rightful winnings.

Thank you for your time and support.

Kind regards,

Zoltán B*******

Dear Bakazoli,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing with Verde Casino regarding your withdrawal.

As per Verde Casino's Terms and Conditions, players are required to use only their own payment methods for both deposits and withdrawals. Specifically, section 8.3 states:

"The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You must not use the payment details of third parties for the withdrawal of funds, as well as to provide your payment details for the withdrawal of funds from third party accounts."

However, we acknowledge that in your case, the casino previously accepted deposits and processed withdrawals using your wife's card without raising any issues. This inconsistency in enforcing their own policies is indeed unfortunate.

It's also important to note that your recent winnings were derived solely from deposits made with your personal bank card, which aligns with the casino's stipulated requirements.

To assist us in mediating this matter effectively, could you please provide the following information:

• Do you have any written confirmations or records of the previous withdrawals that were successfully processed to your wife's card?
• Have you received any formal communication from the casino detailing the reasons for the current withdrawal refusal?
• Could you share any correspondence you've had with the casino's support team regarding this issue?

Please feel free to forward any relevant communication or supporting documents directly to [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.

Dear Petronela,

Thank you for your follow-up.

As requested, I am providing the following evidence in support of my complaint against Verde Casino:

Screenshots of previous successful withdrawals from Verde Casino to my wife’s card (ending in 6241), clearly showing transaction dates, bank account, and reference numbers.

Screenshots of official replies from Verde Casino where they refuse to pay my current winnings (~5,017,000 HUF), claiming violation of rules due to the earlier use of a third-party card.

Confirmation that all the winnings in question were earned from deposits made solely from my own personal bank card.

I trust this provides sufficient proof that Verde Casino previously allowed and processed third-party payments without issue — including successful payouts — and is now applying this rule selectively to withhold my rightful winnings.

Please let me know if any additional information is needed.

Kind regards,

(player's personal info deleted by www.kpvfaw.com)

Dear Bakazoli

Please do let us know if you prefer to resolve the issue here with Casino Guru or with your lawyers.

Thank you!

Regards

Dear Verde Casino,

Thank you for your message.

I would prefer to resolve this issue here through Casino Guru, provided that a fair and full solution is offered.

I have submitted all relevant documentation to prove that my winnings were earned through deposits made exclusively from my personal bank card. Additionally, I have provided evidence that Verde Casino previously accepted and processed both deposits and withdrawals using my wife’s card without objection.

Therefore, I am requesting the full payout of my winnings, which amount to approximately 5,017,000 HUF.

I remain open to resolving this matter amicably and transparently, but only if the final decision reflects fairness and respects the evidence provided.

Kind regards,

Zoltán B*******

Dear Verde Casino and Casino Guru,

Thank you for your response.

While I understand the rules stated in your Terms & Conditions, I must emphasize again that Verde Casino previously accepted both deposits and withdrawals to/from my wife’s card without issuing any warning, restriction, or penalty at that time.

You cannot apply such rules selectively — ignoring them when I was losing money and enforcing them now that I’ve won. This is clearly discriminatory and inconsistent behavior that violates principles of fairness.

My current winnings were derived solely from deposits made with my own personal card, in full compliance with your rules. I have submitted proof of this, as well as of the previous accepted third-party transactions.

Therefore, I respectfully maintain my request:

please process the full payout of my balance (~5,017,000 HUF).

I remain willing to resolve this matter through Casino Guru, but I will not accept forced forfeiture of my legitimate winnings.

Kind regards,

Zoltán B*******

Dear Verde Casino Team,

Thank you for your ongoing cooperation in this case.

Based on the documentation and explanation provided by the player, we would like to seek further clarification regarding the next steps you intend to take in this matter.

It is our understanding that:

1. The player made multiple deposits on April 30th using his personal bank card, ending in 6943, and the current winnings (~5,017,000 HUF) were accumulated solely from those funds.
2. In the past, withdrawals involving a third-party card (his wife’s) were accepted and successfully processed by your platform without prior warnings or rejections.

We fully recognize that your Terms and Conditions prohibit the use of third-party payment methods. However, given that:

• Previous third-party withdrawals were accepted without issue,
• The current winnings were generated from the player's own verified card, and
• The player did not benefit from any bonus,

we kindly ask:

What would be the next course of action?

Are you willing to reconsider the full payout, or is a partial refund of 350,000 HUF your final position?

We also want to raise a fundamental fairness concern: the player effectively participated without a real opportunity to win, which may be perceived as unfair or misleading.

We look forward to your reply and hope that a mutually acceptable and fair solution can be reached through this mediation.

Dear Casino Guru Team,

Thank you very much for your support and for clearly presenting the facts of my case.

I fully agree with your summary and appreciate your efforts in pursuing a fair resolution.

I remain open to resolving this matter through your mediation and hope that Verde Casino will reconsider their position and proceed with the full payout of my winnings.

Please let me know if you need any further clarification from my side.

Kind regards,

Zoltán B*******

Dear all,

Following a thorough internal investigation, the administration has decided to reverse the previous decision. The player's account has been fully reinstated and is now accessible without restriction.

The matter was reviewed in detail, and appropriate internal measures have been taken, including the termination of the employee responsible for the error.

We kindly request that the player consider withdrawing the claims submitted to various authorities, as the issue has now been resolved.

Best regards

Greetings,

We can see the player successfully accessed the account and used the remaining funds.

Please let us know if we may be of any other help.

Regards

Dear Casino Guru and Verde Casino,

Thank you for your support and resolution of this case.

I confirm that I have successfully accessed my account and received the full amount of my winnings.

I consider the matter resolved and will proceed to withdraw any external complaints as previously discussed.

Best regards,

Zoltán B*******

Dear Bakazoli,

Thank you for confirming that your issue has been resolved. We’ll mark your complaint as "resolved" in our system.

We’d also like to extend our gratitude to the casino for their pro-user approach and swift cooperation in handling your case.

If you ever encounter any issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center—we’re here to help at no cost to you.

Although our services are free and we never accept gratuities, we would be grateful if you could share your experience on Trustpilot (link here).

An honest review, including any suggestions for improvement, would be invaluable and could help others who might be considering our assistance.

Thank you in advance for your time and feedback.

Best regards,

Petronela

www.kpvfaw.com