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Casino has blocked my account and is refusing to pay my balance (€600).

All my KYC documents have been fully verified and approved. The casino itself confirmed that my verification process is complete.

After that, they suddenly claimed a "rule violation" without clearly explaining what rule was broken. The only issue mentioned earlier was a minor date of birth mismatch, which was already clarified with official documents.

Despite successful verification, they are now refusing to process my withdrawal and are attempting to void my entire balance, offering only €50 instead.

I believe this is unfair and unjustified. There is no valid reason to confiscate my funds after full identity verification.

I request that the casino processes my full withdrawal of €600 immediat

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Dear Silver3939,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order for us to better understand the situation and proceed with the investigation, I would like to ask you a few questions:

• When exactly was your account blocked?
• Have you received any official communication from the casino explaining the alleged "rule violation"? If yes, could you please share the exact wording?
• You mentioned a date of birth mismatch — could you clarify what the issue was and how it was resolved?
• Could you please confirm whether the €50 offered has already been credited or withdrawn?

If you have any relevant communication with the casino (emails, chat transcripts, screenshots), please feel free to share them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Silver3939

Thank you for your complaint.

Can you please clarify "minor"?

Is it only 1-day difference within DOB? 1 year? 1 month? etc..?

Can you also provide a screenshot or an e-mail, saying that the KYC check is fully complete?

We appreciate your cooperation!

Regards

Hi Silver3939,

Thank you for your reply via email and for providing additional details.

I would like to follow up on one important point, as it may be relevant to the casino’s concerns. You mentioned the date of birth mismatch, and from the information you shared, it appears that your registered date of birth may have been set as 01/01 (day and month) while the year is correct.

We have encountered similar situations in the past where such default or placeholder dates (01/01) were used during registration, which later caused issues during the verification process.

At the same time, I would like to note that based on the screenshot you shared, the KYC verification section appears to be fully completed, with all fields marked with green ticks, which typically indicates successful verification.

To clarify the situation, could you please confirm the following:

• What exact date of birth did you enter during registration?
• Did the casino explain whether this mismatch is the reason for the alleged "rule violation"?

If possible, please forward any relevant communication (especially KYC approval and messages regarding the rule violation) to petronela.k@casino.guru so we can review it in detail.

Thank you.

Additional comments from the player:

Hi Petronela,

Thank you for your reply and for looking into my case.

Regarding your questions:

- During registration, I mistakenly entered an incorrect date of birth (01/01 as day and month), while the year was correct. This was an unintentional error.

- I have already provided my official identity documents during the KYC process, which clearly show my correct date of birth. All my documents were approved by the casino, and my account verification was marked as completed.

- The casino has not clearly explained what exact rule was violated. They only mentioned a "rule violation" without providing any specific details. The only issue ever raised was the date of birth mismatch.

Despite completing verification successfully, they are now refusing to process my withdrawal and are attempting to void my €600 balance, offering only €50 instead.

I believe this is unfair, as my identity has been fully verified and there is no valid reason to confiscate my funds.

I have attached all relevant screenshots and email communication for your review.

Thank you for your assistance.

Screenshots from the player:

Hi Silver3939,

Thank you for your detailed explanation and for providing all the supporting information.

However, I need to emphasize one key point very clearly. You have explicitly confirmed yourself that during registration, you entered an incorrect date of birth (01/01) by mistake. This is not something assumed or interpreted — this is information you personally provided.

When creating an account, entering accurate and truthful personal details is a basic and essential requirement. As stated in the casino’s Terms and Conditions (section 5.3), providing incorrect information can result in account closure, restrictions, or the voiding of winnings:

5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions.

Even though you later completed the KYC process and submitted correct documents, this does not override the fact that the account was originally created with incorrect information. From the casino’s perspective, this is a breach of their rules, and they are entitled to act on it. This is also not specific to this casino — the vast majority of online casinos would proceed in the same way under these circumstances.

While I understand that this may have been an unintentional mistake, and I do empathize with your situation, this is unfortunately not something we can successfully challenge. Cases where a player admits to entering incorrect personal details during registration are considered very clear from a policy standpoint.

Before we proceed with closing the case, I would like to ask one final question:

• Have you already received your last deposit back, as offered by the casino?

I understand this is not the outcome you were hoping for, and I’m sorry we couldn’t bring a more favorable resolution.

Comments from the player:

No i haven’t not get back deposit

Dear Verde Casino Team,

Thank you for your cooperation so far.

Since it has been confirmed that the player has not yet received a refund of their last deposit, I would like to kindly ask you to clarify the current status of this refund.

Thank you.

Dear Silver3939,

Thank you for your update.

Please note that once the refund of your last deposit is processed, kindly confirm it directly here in this complaint thread. It is much easier for us to keep everything clear and properly documented when communication stays in one place, rather than via email.

Thank you both for your cooperation.

Dear Silver3939

Please kindly make a withdrawal request.

Regards

How i do withdrawal requests when my account is blocked??

Dear Silver3939

Have you even attempted to log in?

Regards

I did now

Dear Silver3939

Have you received the payment yet?

Regards

Dear Silver3939

Any update please?

Regards

Dear Verde Casino Team,

Thank you for your cooperation and for the update.

Dear Silver3939,

I would like to kindly ask you to confirm whether you have already received the payment after attempting to log in and proceed with the withdrawal request as instructed by the casino.

If there has been any update or if you encountered any issues during the process, please let us know.

Thank you in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Silver3939,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela