Verde Casino – generel debat (side 24)

Jeg deltog, lavede en indbetaling, vandt og prøver at hæve mine penge, men de bliver ved med at give mig undskyldninger fra supporten og at de har blokeret min konto, og at de ikke kan sende mig pengene. De fortæller mig, at jeg spillede med en VPN, men jeg spillede ikke! Og hvis jeg havde spillet, ville jeg sandsynligvis ikke have indset det, det ville have været en fejltagelse. Jeg kan ikke finde ud af det. Jeg lavede en indbetaling på €55 og vandt €632, og de vil ikke give mig dem. De fortæller mig, at for at deblokere min konto, skal de beholde mine penge til gengæld for at låse dem op. Svindlere, intet casino siger noget lignende.

Hello,

I read your post carefully, and I guess it would be a good idea to take a look at a few things here.

For example:

The last time I checked, the Verde Casino accepted players from Greece, so using VPN while playing from accepted country holds no unfair advantage, unless the VPN was used to bypass some sort of country-based restrictions, forbidden games or bonus not allowed in your country, e.g.

What really worries me is the second part though, the part about getting your money as a sort of fee for unblocking the account. I dare to say such an interpretation is quite far from a fair approach.

Besides, if the casino believes you crossed the line, why would they be interested in unblocking your account for a fee?

I would like to ask you a few questions; maybe we can sort a few problems out.

Did you capture a screenshot, or did you get an email when the VPN usage was explained to you? Do you also possess screenshots or emails where the cost of unblocking the account is mentioned, please?

Did this event happen in Verde Casino 👈? Its rating is quite high so it feels very weird indeed.

Well, since you've already filed the complaint, I'll leave the optional details to you.

I would like to file a complaint against Verde Casino.

I registered and played at Verde Casino without any problems for a long time.

I deposited funds, played normally, and successfully completed KYC verification, which was approved by the casino.

After I won money, my account was suddenly blocked.

When I try to log in, I receive the message: "User is blocked".

I am unable to access my account or withdraw my balance.

The casino claims that my surname was incomplete during registration.

However, they allowed me to play, deposit, and complete KYC before the win.

This issue was never raised until after the winnings appeared.

The account was blocked only after the win.

Customer support is no longer accessible and I cannot contact the casino.

I contacted Curaçao eGaming on 31 December 2025 and sent a follow-up on 8 January 2026, but I have not received any response.

I believe Verde Casino is unfairly withholding my winnings.

I kindly ask CasinoGuru to assist in resolving this issue and help me recover my funds.!

Hi, I see what your problem is. 

My question, which is quite important in this case, is whether your surname was really wrong? Were you able to register even with the wrong surname, or did you make a mistake only during registration and then the casino noticed it when verifying your account with your documents? 

The thing is, if you registered and then submitted documents for verification, the casino should have noticed that there was a discrepancy. If you won and they only noticed it then, I don't understand it, but I definitely want you to explain it to me. The player is responsible for ensuring that all personal information is correct, so if you didn't enter the correct information, I'm not sure how it will turn out.

I only received a message that they could unblock my account if I agreed to 50 euros, and I won much more.

Yes, I have screenshots and the email where it was written

I understand, but something is not good with that I would say. That's not normal for a casino. If they blocked your account because of the wrong surname, it is violation of Terms and they can void your winnings. But what is suspicious from my point of view is that they offer you 50 euros for unblocking it.

Maybe I would try to open a complaint on our site.

But you haven't respond to my question. Was your surname wrong when you registered on this site?

Thank you for your response.

Yes, my surname was incomplete at the time of registration.

However, Verde Casino allowed me to register, deposit, play, and most importantly to complete KYC verification successfully with my real and correct personal data.

The issue with the surname was never raised before.

It was only mentioned after I won money and requested a withdrawal.

That is why I find the situation unfair.

If the surname was a serious violation of the Terms, the casino should not have approved my KYC and allowed me to play for a long time.

The offer of 50 euros for unblocking the account is suspicious and unacceptable, especially when there is a higher balance on the account.

I did not agree to this offer.

I would appreciate your help and agree to proceed with the complaint on CasinoGuru.

Okay, try filing a complaint here at this link. 

I can't promise that it will turn out well for you. If your surname was incomplete, it is always the player's responsibility to provide the correct information. So it is possible that your request will be rejected on this basis.

The casino doesn't monitor everything right away and only does verification when you make withdrawals. That's how most of them work, which is why they noticed it later. On the other hand, if they approved your verification and documents and you were able to continue playing, and then a problem arose, that's really strange. 

So I'll be curious to see how it turns out.

Hello,

Thank you very much for taking the time to analyze my case.

Yes, this situation happened at Verde Casino.

Regarding VPN usage:

I did not use a VPN to bypass any country restrictions, forbidden games, or bonuses.

I was playing from an accepted country and did not gain any unfair advantage.

Unfortunately, I do not have a screenshot or email where the casino clearly explained the alleged VPN violation.

The issue was mentioned only after my account was blocked.

Regarding the "unblocking fee":

Yes, the casino offered me 50 euros in order to unblock my account.

I agree that this approach is very suspicious.

If the casino truly believed I violated their Terms, there would be no reason to offer account unblocking in exchange for a payment.

This clearly contradicts the claim of a serious violation.

I do have screenshots showing that my account is blocked ("User is blocked" message).

I also have confirmation that my KYC was successfully approved before the winnings and before the account was blocked.

I fully agree that this behavior is not fair, and I appreciate your assistance in reviewing this matter.

Please let me know if you need any additional information or screenshots from my side.

Hello, considering the circumstances, I honestly believe that submitting a complaint is the best step possible. I also believe that the complaint, with the help of a mediator, can provide a clear explanation for certain important points.

So, do not hesitate to complain; gather screenshots you have available and form the request the best you can. The more details you provide right from the start, the better. Our colleagues from the Resolution Center will guide you through when the time comes, but you may always keep us up-to-date here on the forum.

I, for example, would like to understand what happened.

Hello,

Thank you for your support and guidance.

I am currently in the process of submitting the complaint via the form you provided.

I am gathering all available screenshots and evidence, including:

- the account blocked message,

- confirmation of successful KYC verification,

- and communication with the casino regarding the issue.

I will provide as many details as possible from the start and will keep you updated here on the forum once the complaint is fully submitted.

Thank you again for your assistance. I appreciate your willingness to look into this matter.

You are welcome. To help out a bit, you do not have to collect and provide the associated details all at once in the request. Perhaps I wasn't too clear about that.

You see, the Complaint is a complex process, and the first few steps are focused on understanding the events.

A clear summary of the situation you found yourself in with a few screenshots will be a sufficient start. Once colleagues approve the initial request, you can provide the other details in the upcoming days. The first step is to explain why you are complaining and then support that with all you have.

No pressure, ok? 🙂

Endnu et af de forfærdelige casinoer, der har fået fremragende anmeldelser fra Casino Guru. Jeg indbetalte €300, modtog tre gratis spins og fik kun døde spins. Det handler ikke om pengene for mig! Jeg har råd til at spille og tabe; ellers ville jeg ikke have spillet i årevis og stadig være i stand til at rejse verden rundt fem gange om året.

Problemet er, at du giver perfekte vurderinger til casinoer, der faktisk er elendige, og min erfaring beviser det. Jeg har haft forfærdelige oplevelser i omkring 95% af de casinoer, du har vurderet så højt, på tværs af flere aspekter. Omvendt har jeg haft meget gode oplevelser i omkring 99% af de casinoer, du har vurderet dårligt. Det er mærkeligt. Og jeg læser, at andre brugere har det på samme måde, hvilket kun bekræfter mine mistanker. Efter min mening vildleder du folk her, så længe casinoerne betaler dig nok. Slet venligst min konto; jeg ønsker ikke længere at være en del af denne platform. Jeg kan ikke tage dig alvorligt, beklager.

Hello, I believe it is a fair call because experiences with losses from free spins do not shape our ratings, and I understand that if you feel this way, our data-driven approach might not suit you. In this particular case, you can see that user rating is indeed poor. Yet the casino pays out the money if the player is lucky enough to win. Hence, it is considered safe, but this still does not provide the best experience. Sadly, it is not possible to respond to such expressions because there are no facts to work with. 99% of bad experiences are unconvincing, but it also says very little about what you went through and at what casinos.

In any case, I respect your choice to close your account.

Stay well.

Godmorgen. Jeg har flere udbetalingsmetoder hos Verdecasinò. Jeg har prøvet LTC, USDT og BTC. Men hver gang afviser de min anmodning af grunde, jeg ikke forstår, og de får mig heller ikke engang besked om det. I chatten hævder de, at den eneste tilgængelige metode er kreditkort. Problemet er, at minimumsudbetalingen overstiger min saldo, hvilket gør det umuligt for mig at hæve. Det forekommer mig mærkeligt, at det er den eneste tilgængelige metode, især fordi det ikke ville give mening at tillade mig at anmode om udbetalinger med utilgængelige metoder... Min saldo er lav, men deres opførsel virker ikke særlig fair for mig.

Hello, I perfectly understand that it's weird to find yourself in this situation. From my perspective, a combination of a few things happens at the same time and I agree the result is not very convincing. However, sometimes casinos, especially offshore casinos, may face issues with payment providers in regulated countries; such situations happen frequently. I can't speak to the casino's reasons, but since the amount is low, it's unlikely they intend to ruin your experience over such an insignificant withdrawal. I'd say it's a technical matter and the minimum withdrawal amounts sadly may complicate the situation. May I know how much you need to deposit and wager in order to be eligible for using the credit card option, please?

Minimumsbeløbet for udbetaling med kreditkort er €45.

Thank you, I saw even lower limits, but honestly, it sounds like a normal minimal limit to me. Is your overall experience different, perhaps? I really understand that it’s a weird situation, but the limits still apply, so I guess they need to be respected.

Ja, men jeg forstår ikke, hvorfor jeg ikke kan hæve penge ved hjælp af andre metoder (som i øvrigt er aktive; ellers ville jeg ikke engang kunne anmode om en hævning). Af en eller anden grund kan jeg kun hæve penge ved hjælp af den metode, hvis minimumsgrænse er højere end min saldo...