Verde Casino - Сметката на играча е затворена, блокирайки печалбите му.

I had an old account that I wanted to close forever. I sent an email to close it on 27/08/2024. On 04/02/2025 I received an email from the casinos to my other email address that they tricked me into playing. Since I don't remember which email address I registered with, I registered again. I made a deposit of €50 and wanted to play. When I started the game, I was told that I was not allowed to play. I contacted the casino on chat. They told me that I had another account that needed to be blocked and then I would be able to bet. I asked them to block my old account and they did, and then I was able to bet and play. I bet €200 and won €371. Then I wanted to withdraw the amount. I waited 2 days. I sent all the documents they asked for. After 2 days I received an email that my account was blocked. I wrote to them on chat. They explained to me that they could unblock my account but I would not have any money in it. So I was deceived by verde casino. They are scammers. If you have 2 accounts you cannot claim the winnings, but you can bet and only lose. From the first account I bet and lost €2000, from the second I bet €200 and won a total of €371.02 which I actually cannot get. I want help!!! Thanks

Dear cafara8,

Thank you very much for submitting your complaint.

I’m sorry to hear about the frustrating experience you’ve had with Verde Casino.

To get a clearer picture of your case and determine how we can proceed, I need to ask you a few questions:

• You mentioned that you originally requested to close your account on 27/08/2024. Did the casino confirm the closure of your account at that time? If so, do you still have any emails confirming this?
• When you received the email from the casino on 04/02/2025, was it a promotional offer or something else? Did it mention your old account in any way?
• Since you weren’t sure which email address you had used originally, did the casino inform you before depositing that you already had an existing account?
• Could you confirm if your old account was permanently closed due to self-exclusion, or was it just a standard closure request?

If you have any relevant communication with the casino, such as emails or chat transcripts, please forward them to petronela.k@casino.guru so we can review them as part of the case.

Your cooperation is essential in helping us understand what happened and determining whether the casino’s actions were fair. The more details you can provide, the better we can advocate for a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Casino.Guru 

Hello Petronella. First of all, I want to thank you for your cooperation. This account in which I have funds to receive was created in 2023. In 2024, I created another account in which I bet about €2,000 and lost. After I lost, I wrote an email to have my account blocked forever. I keep this email. I play €2,000 and I am not aware that I have 2 accounts. On 04/02/2025, I register with the old email address because I received an invitation to play and bonuses of €1,200. I registered and everything was fine. I deposited €50 and when I wanted to play, these funds were blocked, I did not know why. I wrote to the chat and they explained to me that I had another account and that is why my money was blocked and they said that if I want to play, they must close one of my accounts. I agreed and after 10-15 minutes everything was OK and I started betting. I bet a total of 4 times for €50. I won €371.02 and decided to take it. So far I had no problems. Twice the transaction was refused by them. And I tried a third time. I waited two days and constantly kept in touch with them on chat. They told me that the documents were being processed. On the second day I received an email that my account was blocked. I started writing to them on chat again. And then I was told that I had two accounts. Later I realized that I wanted one account to be closed forever on 27/08/2024. I still keep this email. I don't remember if there was an email from them confirming that my account was closed. I haven't visited the casino since 27/08/204 and forgot about it until 04/02/2025, when they sent me an email in which they tricked me into playing. I had simply blocked them on 27/08/2024 and I haven't received an email from them. I don't have any other evidence, because I never thought I would be so deceived. I have a few pictures from the chat. I will send them to you. Thank you

Dear cafara8

We are happy to inform you that you may continue using the services.

Regards

My account was just unblocked. I requested a withdrawal. Now I have to wait to get my money.

Hi cafara8,

Thank you for the update. I’m glad to hear that your account has been unblocked.

I understand you’ve requested a withdrawal, and now you’re waiting to receive your funds. If there are any issues with the process or if you need any assistance, please don’t hesitate to reach out to us.

I hope your withdrawal is processed smoothly and promptly.

Thank you for your patience, and please keep me posted.

Thank you very much, Verde Casino Team for your assistance.

Hello. I still haven't received any profit. I will wait another 2-3 days. My other question is: After having an account since 2023 why was I allowed to create another account and lose 2000€? The casino has violated its own rules!!! Can you explain to me where to file a complaint to get my money back. I have all the transactions I have made to the new (second) account

Hello. I received my winnings of €371.02. Thank you for your cooperation.

Dear cafara8,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru 

We’ve reopened this complaint at the player’s request, as one of their questions wasn't answered previously.

Player's additional comments:

After having an account since 2023 why was I allowed to create another account and lose 2000€? The casino has violated its own rules!!! Can you explain to me where to file a complaint to get my money back. I have all the transactions I have made to the new (second) account

Thank you for your message, cafara8. To help us better understand your situation and assist you further, could you please provide the following information:

• Did you use the same personal details (name, email, payment method, etc.) when creating the second account?
• Have you contacted the casino’s support team regarding this issue? If so, please share their response.

This information will help us proceed with your complaint more effectively.

Hello and thank you for the quick response. My second account was created in 2024. After having one account with the same data, why did they allow me to create another one and bet for 2-3 days without informing me? I bet about €2000 in 2 days. I have all the transactions to the casino. The transactions were made from the same account

Hi cafara8,

Thank you for the additional information. To proceed with your complaint, could you please provide supporting evidence that proves you were self-excluded at the time of creating the second account?

This could include any communication from the casino or documentation related to your self-exclusion. Please feel free to forward this information to my email at petronela.k@casino.guru.

Looking forward to your response.

Hello. My first account was created in 2023 from which I managed to get my profit of €371.02. Because I didn't know that I had an account in 2023, I created another one with a different email address in 2024 from which I bet €2000 in 2-3 days and lost. Then I wrote an email to block my account, but they didn't block it. The first account in 2023 the second account is in 2024 I am sending you all transactions to the second account and the email in which I requested to be blocked.

Hello. I can confirm that this is the case and I never received a response about the account being blocked!!! Thanks

Hi cafara8,

Thank you for confirming the details.

Since you never received a response or confirmation from the casino regarding your self-exclusion request, it is possible that they never received it in the first place. If the request was not acknowledged, we have no solid basis for negotiating with the casino on your behalf.

• Did you try reaching out to them again to make sure they received and processed your request? If you have any email records or chat transcripts where you followed up, please share them with us. This would help strengthen your case and allow us to assist you more effectively.

Looking forward to your reply.

Hello. I have no correspondence. But when I tried to get my money from them I told them that I had sent an email to block my account and they confirmed that they had indeed received an email from me, but they had not blocked it.

I have sent all correspondence to your email address. Thank you.

Hi cafara8,

Thank you for the clarification. I did receive the PDF file with 26 pages of live chat transcript, but it is in Bulgarian, and it would be helpful if you could extract the relevant communication regarding your self-exclusion request. This will allow us to review the details more efficiently.

However, based on the information you've provided, if the casino never confirmed your self-exclusion request and you did not follow up after August 27, 2024, there is very little for us to negotiate with the casino on your behalf.

Please share the extracted details when possible, and we can continue working on this.

Hello. I am sending you the translation from Bulgarian to English to your email address. Thank you.

Dear Petronela

Could we also receive a copy of the transcript, since we've gone through all the chats, and August 24th in specific, we were not able to identify any mentioning of gambling addiction.

Thank you in advance!

Regards

Dear cafara8,

Thank you for sharing the translated transcripts. We appreciate your cooperation in this matter.

Before proceeding further, I would like to ask for your permission to share these transcripts with the casino, as they have requested a copy for their review. Please let me know if you agree to this.

Looking forward to your response.

Hello dear Petronella. I allow you to share all correspondence with the casino. I see that the casino wants correspondence from August 24. On August 24 I registered, and on August 27 they sent an email to block the account at 18:11h. The email is written in Bulgarian!!! Thank you

Hi cafara8,

I wanted to inform you that I have forwarded the requested communication to the casino. I will update you as soon as I receive their response.

Dear Verde Casino,

We will be waiting for an update patiently. Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greeting all,

Pardon for a delayed reply.

We indeed found a request by the player.

But would like to clarify a couple of things:

Player registers at 21.08.2024 11:09:51 (UTC)

On 2024-08-27 19:19:27 the player sends an e-mail with the request to close the account.

Nobody confirmed the receipt of the request, more than that - no one confirmed the account closure.

But after 2024-08-27 19:19:27 there was not a single deposit made, only 1 withdrawal.

@cafara8 is all the above correct?

Regards

Hello. Yes, everything is true. As I said, after sending an email to close the account, I have not logged in and have not bet. But this is the second account and I have no withdrawals from it, I have bet about €2000. I made a withdrawal from the first account of €371.02. Thanks for your cooperation.

Dear Petronela

In that case we do not see any violations, more than that - any grounds for paying out any extra money to the player. We would be more than happy to return the withdrawal in the amount of €371 back to casino, other than that we simply do not understand why the player is asking for 2k...

Regards

Casino Verde,

€371 was withdrawn from my first account. The second account when I created it and bet 2k why didn't you block it at the beginning, but let me bet and lose???. After the blocking request you sent me an email on the first account in which you invited me to play and immediately after betting €50 you blocked it on the grounds that I have another account!!! Please check the casino's terms!!! You are in violation.

Why didn't you block my second account after you received the blocking email???

Dear cafara8

After reporting your decease, there were no any bets/deposits made.

Making multiple accounts is strictly prohibited at any casino, so if you are willing to return the winnings - that is fine by us.

Other than that - we do not see any grounds for complaint.

Wishing you a rapid recovery!

Kind regards

This is impossible. You yourself allowed me to play. You can read everything from the beginning!!!

Dear Petronela. As we see, the casino does not admit its guilt!!! I want this to be looked into further. They want €371 back!!! This is wrong on their part.

Kind regards

Dear cafara8,

Thank you for your patience as we continue to look into your case.

After reviewing the details, Casino has found that your request to close the account was sent on 27th August 2024, but unfortunately, it was never acknowledged by the casino. If your request to close the account wasn’t properly confirmed, it means that the first account was never effectively banned.

Since no additional efforts were made to ensure the closure or self-exclusion was properly applied, it seems that there’s not much more we can do at this stage. In future, we strongly advise that you always follow up with the casino to ensure that your request is formally acknowledged and applied.

Furthermore, at no point during this period did you mention a gambling problem or request the second account to be blocked, which would have been important for us to address while investigating this issue further.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance. Thank you for your understanding, and I look forward to your reply.