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The 7.5 EUR I played with was accumulated through my own previous real money deposits. Once I activated this amount, it was officially transferred by the casino to my Real Money Balance.

I then used these real money funds to play, which is how I legitimately won the 268 EUR. There were no active wagering requirements or bonus restrictions on my account at that time, and no maximum cashout limit should apply to winnings generated from a real money balance.

When I contacted customer support, they gave me generic responses about "terms and conditions" and claimed the system automatically took the money, but they failed to provide any valid reason for voiding my winnings.

I feel completely cheated by Verde Casino for confiscating my 268 EUR winnings. I kindly ask for your assistance in investigating this matter and helping me recover my funds.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please provide more details regarding your winnings of €7.50? Where did this amount originate from? Did you accumulate these winnings while a bonus was active in your account? If so, please send me a screenshot of your bonus history showing this win amount and specify the details of the bonus you played with.
• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings of €268?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Kasso1984

Thank you for the complaint.

Please kindly mind, your account is in SEK currency. Also, can you kindly provide a game round ID and the bonus name that was used?

Otherwise, it will be impossible to define the root of a potential issue

Thank you for cooperation!

"Hi Veronika and Verde Casino team,

I am providing the requested information to clarify the origin of my winnings:

Origin of funds: As shown in the attached screenshots, my gameplay was funded by a bonus that was active on my account, which was generated through my own real-money deposits.

Game history: The winnings of 268 € were generated in the game 'Coin Win Express: Hold The Spin'.

Evidence: I have attached the full game history showing the stakes and winnings for this specific game round.

These documents confirm that my winnings are legitimate and based on my own deposits and gameplay. Please review this and let me know the next steps for my withdrawal and the permanent closure of my account."

"Furthermore, I have collected numerous screenshots of my conversations with your support agents, which show that I was consistently misled, provided with conflicting information, and that my inquiries regarding withdrawals and account closure were repeatedly delayed. I am ready to provide these recordings as further evidence of your team's failure to handle this matter professionally. Please let me know if you would like me to upload these files as well."I have more pictures if needed, I can post more, the system won't let me.

Dear Kasso1984

Please kindly let us know how many accounts do you have at Verdecasino?

Please mind, one player is allowed to have only one (single) account.

Can you please provide your account ID?

Thank you for cooperation!

Regards

"Dear Verde Casino team,

Regarding your inquiry about my accounts:

Status of accounts: I currently use only one account. I had an older account from years ago, but I lost access to it (forgot the password) after not playing for a long time, so I assumed it was inactive.

Previous transactions: I have made both deposits and withdrawals on these accounts in the past without any issues or warnings from your side. You allowed me to continue playing and transacting freely until now.

Account ID: My current active account ID is: [53108912].

I acted in good faith, and I believe it is unfair to use this as a reason to block my winnings, especially since your system allowed these transactions for a long time without any restrictions. I kindly ask you to process my current withdrawal and permanently close my account as previously requested."

Dear Kasso1984

Please kindly specify the disputed transaction ID, since we do not see any active/pending withdrawal requests.

Also, you have zero on your balance.

Please clarify if you want your accounts to be blocked and the reason for that.

Regards

"Dear Veronica,

I would like to supplement my complaint with an important piece of information. I had a bonus balance of 7.5 EUR, which I had accumulated through my deposits. By playing with this money, I won a prize of 268 EUR. Immediately after that, that amount magically disappeared from my account and the casino now claims that my balance is zero. And there is all the evidence mentioned above about the game and the bonus, but it is not fair to steal the new money I won and that I received, I repeat, from the bonus obtained with my deposits. It is not about money, but about trust. Furthermore, there was no limit to the bonus, nor was there anything written about me taking up my time during those two days.

"Kära Veronika,

Jag vill komplettera mitt klagomål med en viktig information. Jag hade ett bonussaldo på 7,5 EUR, vilket jag hade samlat på mig genom mina insättningar. Genom att spela med dessa pengar vann jag ett pris på 268 EUR. Omedelbart efter det försvann det beloppet magiskt från mitt konto och casinot hävdar nu att mitt saldo är noll.Och det finns alla bevis som nämnts ovan om spelet och bonusen, men det är inte rättvist att stjäla de nya pengar jag vann och som jag fick, jag upprepar, från bonusen som erhölls med mina insättningar. Det handlar inte om pengar, utan om förtroende.Dessutom fanns det ingen gräns för bonusen, och det fanns inte heller något skrivet om att jag skulle ta upp min tid under dessa två dagar.

This bonus was the same, if I activated this bonus now I would win 268 euros and that amount would disappear completely. Without any concrete explanation. Just a delay in changing agents who start writing. In another language and so on, I have screenshots of everything if needed, and I sent some pictures, just take a look at my messages.

Den här bonusen var densamma, om jag aktiverade den här bonusen nu skulle jag vinna 268 euro och det beloppet skulle försvinna helt. Utan någon konkret förklaring. Bara en försening med att byta agenter som börjar skriva.På ett annat språk och så vidare, jag har skärmdumpar på allt om det behövs, och jag skickade några bilder, ta bara en titt på mina meddelanden.

Dear Kasso1984

You used the daily cashback option, correct?

You received 7.5 eur of cashback, the max cashout from the cashback is x1, that is why the amount of 7.5 transferred to your real money balance at 2026-07-01 12:20:11. And you continued playing, and as a result teh balance turned t ozero.

Hope this clarifies.

Please, kindly provide the answer concerning blocking the account.

Regards

Regarding your answer about the "x1 limit" for cashback: this rule was not stated anywhere when the bonus was activated. I am attaching evidence (4844.jpg) where you can see the bonus interface, which does not mention any withdrawal limit.

I find this practice misleading.

I agree to the permanent closure of the account, but I demand that my winnings be paid out because they were made under conditions that did not contain the restrictions you are now talking about.

And where does it say here what the maximum charge is?

Angående ditt svar om "x1-gränsen" för cashback: denna regel angavs inte någonstans när bonusen aktiverades. Jag bifogar bevis (4844.jpg) där du kan se bonusgränssnittet, som inte nämner någon uttagsgräns.

Jag finner denna praxis vilseledande.

Jag samtycker till den permanenta stängningen av kontot, men jag kräver att mina vinster betalas ut eftersom de gjordes under villkor som inte innehöll de begränsningar du nu talar om.

Och var står det här vad den maximala debiteringen är?

We herby confirm, both accounts were blocked due to multiaccounting and bonus abuse, as well as potential gambling problems.

Regards

I am attaching evidence (5045.jpg, 5046.jpg) showing that Verde Casino continues to send promotional offers for registration to my email address, despite their defense that my accounts were blocked due to "potential gambling problems". This confirms that their call for "responsible gambling" is just an excuse for not paying out legitimate winnings, while trying to encourage further deposits.

Jag bifogar bevis (5045.jpg, 5046.jpg) som visar att Verde Casino fortsätter att skicka reklamerbjudanden för registrering till min e-postadress, trots deras försvar att mina konton blockerades på grund av "potentiella spelproblem". Detta bekräftar att deras uppmaning till "ansvarsfullt spelande" bara är en ursäkt för att inte betala ut legitima vinster, samtidigt som de försöker uppmuntra till ytterligare insättningar.

Dear Kasso1984

According to our log, your account was blocked on 2026-07-03, starting from 2026-07-04 you should not have received any promotional material. Can you please provide a clear screenshot with the dates?

Also, have you been able to access your account/spend money?

Judging by the screenshots, it clearly states, that the bonus is dedicated to new players, have you opened up another account?

Regards

I did not log into the old account nor did I create a new one with you. I would not do business with you again when you blame your customers for their mistakes.

The marketing material you mention was received as a direct invitation from you, which I immediately blocked upon receipt.

Instead of shifting responsibility, please explain why the bonus terms were not clearly stated when the bonus was activated. I hope this is over, regardless of the outcome, I no longer have the will or desire to write, nor am I wasting my time on someone who watches how to cheat clients and various hidden rules, regards

Jag loggade inte in på det gamla kontot och skapade inte heller ett nytt hos er. Jag skulle inte ha några affärer med er igen när ni skyller era kunders misstag.

Det marknadsföringsmaterial ni nämner mottogs som en direkt inbjudan från er sida, vilken jag omedelbart blockerade vid mottagandet.

Istället för att flytta ansvaret, vänligen förklara varför bonusvillkoren inte angavs tydligt när bonusen aktiverades. I hope this is over, regardless of the outcome, I no longer have the will or desire to write, nor am I wasting my time on someone who watches how to cheat clients and various hidden rules, regards

Dear Kasso1984

Can you please provide the e-mail address where you received the correspondence above?

Thank you!

Regards

Greetings,

Just to clarify several aspects, this is the bonus balance (what remained of it), that has nothing to do wit ha cachback.

The T&Cs of the daily cashback are here and always were: https://verdecasino.com/en/bonus-cashback

Hope this clarifies.

We wish you a speedy recovery!

Regards

Thank you both for the additional information provided during the resolution of this complaint.

Dear Kasso1984,

According to the Daily Cashback Bonus Terms and Conditions:

The maximum amount that can be converted to real money equals the cashback amount received.

Based on this rule, if the €7.50 balance originated from the Daily Cashback Bonus, any winnings generated from this balance would be capped at €7.50 after wagering.

Could you please confirm whether you continued playing with this balance after reaching the €268 win and whether the balance was subsequently reduced to zero through further gameplay?

"After reaching a winnings of 268 EUR, I did not continue playing to 'spend' the balance. My balance simply disappeared or was canceled by the casino.So a refund of 7.50 e played I didn't realize that profit right away, but after half an hour I came to that profit, which completely disappeared during the game, if I had lost it, I wouldn't be sorry if it disappeared like that and if they didn't give me an accurate explanation It's not clear to me, I wouldn't complain if I lost, but I feel bad that they took away my winnings and there are no rules written on the bonus.

To add the same bonus, I paid 7.50 euros.

Dear Veronika

Is there anything else needed from casino side?

Regards

Dear Kasso1984,

Thank you for your cooperation throughout the complaint process.

After reviewing all the information and evidence provided by both sides, we cannot conclude that the casino acted incorrectly in this case.

The disputed winnings originated from the Daily Cashback Bonus. According to the bonus Terms and Conditions provided by the casino, the maximum amount that can be converted to real money equals the cashback amount received. Therefore, the applicable maximum cashout from the €7.50 cashback was €7.50, and the casino was entitled to apply this limitation.

We understand that you disagree with this rule and that you feel the limitation should have been displayed more prominently during the activation process. However, bonus Terms and Conditions are part of the promotion and apply to all players using the bonus.

Since the casino applied the stated bonus limitation and your account has already been closed, we have no further grounds to request compensation from the casino.

For these reasons, we have to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika