Verde Casino - Spillerens gevinster forsvandt på grund af en systemfejl.

I've lost approximately €16,000 at Verde Casino, without a single cent of winnings. Late last night, I won a sum over €2,000, when suddenly a system error popped up and I clicked close three times. Unfortunately, it did not work. I had to restart the game. Once I restarted, my balance suddenly showed as €21, the entire winnings of €2,298 just disappeared. I've already reported the issue in the chat and was rewarded with a petty €0.50 balance credit. This is an utter scam. I have lost €16,000 and even the small win I had yesterday has vanished. This is pure fraud.

Ich habe beim verde Casino ca. 16000 € verloren . Und hab kein Cent gewonnen . Gestern spät Abend hab ein summe über 2000 gewonnen , plötzlich taucht Systemfehler habt ihr dreimal auf Schließung gedrückt. Leider hat nicht funktioniert. Ich musste das Spiel neu starten. Als ich neu gestartet habe stand auf einmal 21 € Guthaben die ganze Gewinn. Von 2298 auf einmal war weg. Hab beim Chat schon geschrieben und ich schicke mir ein Guthaben von 0,50 € das ist echt ein Betrug und volle verarsche. Hab 16.000 € verloren und das kleine Gewinn, das gestern passiert ist auch verschwunden. Das ist reine Betrug.

Dear Autohausjup1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino's server.

Could you please advise which result has been recorded in your game history? Do you have any proof that you won these funds?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

After the system error and a new start, I only saw around €21 gone all at once

Nach dem Seytem Fehler und neue Start, ich sah nur ca. 21 € alles auf ein mal weg

Dear Autohausjup1

We've checked your balance log.

According to the records, the amount of your balance that could be close to 2k or above dates back to December 06-07.

Can you please specify exactly which game you played and when?

Screenshots would be helpful as well.

Best regards

Amount (disputed values) I gave the wrong amount, which is about all my assets: €2298.24. I don't know why I entered 100 &.

betrag ( Streit werte ) hab die falsche Summe an gegeben das geht um mein ganze gut haben 2298,24 € . Ich weis nicht warum ich 100 & eingegeben .

Hello everyone,

Thank you both for your replies.

Autohausjup1, could you please provide the information the casino requested in their message?

Which information? I sent everything I asked for. I entered the wrong amount in the value dispute, that's my entire credit: €2298.24, not €100

Welche Informationen? Alles was mir verlangen wurde hab gesendet . Ich habe beim Wert Streit die falsche Summe angegeben, das geht um mein gesamte Guthaben 2298,24 € Nicht 100 €

Dear Autohausjup1

We've checked the balance log once again.

The balance amount €2298.24 was at 06.12.2023 21:44

Please kindly refer to the screenshot below:

After that, you continued playing. Approximately 25k bets were made after.

You may find these records within the gaming transactions in your profile.

Hope this clarifies.

Best regards

Dear Autohausjup1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.