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Verde Casino blocked my account and they don't want to pay me my honestly won money, please help

Dear Andrzej1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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

Best regards,

Tomas

Hello Andrzej1

Your account is permanently blocked due to violation of the T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

Kind regards

Dear Andrzej1,

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.

I have been a player in this casino for a short time and my account was blocked on June 25, 2024, when I tried to log in to my account it wrote that it was blocked, then I found out, I was playing slot machines for real money, the winnings are not from the bonus.

Dear Andrzej1,

Have you participated in postponing game rounds with bonus money, the practice casino representative describes above?

no, and I only played for real money

Greetings, Tomas

The proofs have just been provided via e-mail.

Kind regards

Thanks to the Verde Casino representative for the provided evidence.

Dear Andrzej1,

After gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

We reviewed the evidence and concluded it proves you used an unfair practice to accumulate winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.

I am sorry we could not have been of more help on this occasion.

Best regards

Tomas

Casino.Guru