Verde Casino - Обліковий запис гравця закрито без пояснення причин.

I have made several deposits.

Once I won, and they gave me a hard time about withdrawing. I had never withdrawn anything from this casino, only deposited. After completing the KYC, I continued to make deposits under their advice that "it was all about luck; if I lost this time, I would surely win the next."

Often when I won in the games, they would unexpectedly close or slow down. They would automatically tell me to clear the cookies, but I cleaned them daily on Google Chrome.

I complained to them that it was impossible to deposit so much (each time 100 or 200 euros) and never win. They responded like a robot: it's a matter of luck; you don't know when you'll win or lose, try again, and you will surely win.

Most of the operators in their chat are rude and respond coldly and poorly.

As a complaint, they gave me a bonus of about 120 euros to use within 5 days, which would become real balance only if I managed to win 5000 euros! Practically impossible! By the next day, I had lost almost everything.

I checked my Postepay Evolution card, which I used to pay regularly, and noticed that the payments were not even directed to the same company.

The last payment made with my Postepay Evolution card 5333172136644790 of 150 euros was directed to Tallinn BBUFFS.

Another one of 50 euros to ABRT_PAYMENTS, for example.

So they don't even operate like other casinos, which always have payments directed to the same company.

In the last games, when I played, I lost everything. At first, they give the illusion of winning, then suddenly the games slow down, the machines freeze, and they count the spins, not counting the winnings... it's madness. And when I entered the chat, they responded automatically as if they were not people but artificial intelligences.

Today I wrote to them that it was impossible to play with them and complained about the significant loss they made me incur, about 1300 euros. Immediately afterward, they had the nerve to block my access - "TO PROTECT ME FROM GAMBLING ADDICTION" - when they were the ones repeatedly saying: it’s a matter of luck; with the next deposit, you will certainly win.

I made more than 20 deposits totaling 1300 euros. I am requesting a refund for the last bonus they gave me, 120 euros, to play within 5 days and convert to real balance if I reached 5000 euros in winnings: it was mental harassment for me. They forced you to recover the bonus as much as possible within five days to reach 5000 euros.

I dispute their cold behavior, the automated responses always the same as if they were not people, the invitation to deposit, assuring me I would win next time, and the games that would freeze if I won, slow down, and take bets without me actually playing. Also, they recommended playing the games where I had won more, and for some reason, playing those games led to significant losses. I deposited a total amount of 1200-1300, never managed to withdraw anything despite them harassing me to complete the KYC. I had to request a special document from the Revolut administrator (my second card I had to load) because they refused everything. I request a refund of 1200-1300 (I cannot calculate it precisely because they blocked me, but I have surely reached at least 1200 euros), also because I am more than certain that based on the wins and losses, they manipulate something. I repeat, suddenly the games would deactivate while I played, yet they calculated the bets; some winnings were not counted, and often they went slow, but the bet was deducted. Thank you for your support. I am not wealthy and played at least to recover something of the lost money, yet it kept getting worse each time I made a new deposit. They blocked me precisely because they knew they were at fault and tried to erase the payment history, but I have all the payments made in the statements of my Postepay and Revolut accounts.

Ho fatto diversi depositi.

Una volta vinsi e mi fecero mille storie per prelevare, non ho mai prelevato nulla in questo casino ma solo depositato . Completato il KYC ho continuato a fare depositi sotto loro consiglio che " era tutta una questione di fortuna, se questa volta perdevo , la prossima avrei certo vinto ".

I giochi spesso se vincevo si chiudevano inaspettatamente, o andavano più lenti . Mi dicevano automaticamente di pulire i cookies ma io li pulivo quotidianamente da google chrome.

Ho reclamato loro che era impossibile depositare cosi tanto ( ogni volta 100 o 200 eur ) e non vincere mai. Rispondevano come un robot : è una questione di fortuna non si sa quando vinci e quando perdi, prova di nuovo e certamente vincerai.

Nella chat la maggior parte degli operatori sono maleducati e rispondono freddamente e male.

Mi diedero come reclamo un bonus di 120 eur circa da utilizzare in 5 giorni e che sarebbe diventato saldo reale solo se arrivavo a vincere 5000 eur ! Praticamente impossibile ! Azzi il giorno dopo avevo perso praticamente tutto.

Ho controllato la mia carta postepay evolution con la quale pagavo abitualmente e ho notato che i pagamenti non sono neanche diretti alla stessa società.

L'ultimo pagamento fatto con la mia carta postepay evolution 5333172136644790 di 150 eur è stato diretto a tallin BBUFFS .

un altro ad esempio di 50 eur a ABRT_PAYMENTS.

Quindi non fanno neanche come altri casino' che si fanno pagare sempre nella stessa società.

Negli ultimi giochi quando giocavo perdevo tutto, prima danno l 'illusione di vincere poi improvvisamente i giochi vanno a rilento , si bloccano le macchine e ti contano i giri, non contavano le vincite .... una cosa pazzesca. E quando entravo nella chat rispondevano in modo automatico come non fossero persone ma intelligenze artificiali.

Oggi gli ho scritto che era impossibile giocare con loro e contestavo la grande perdita che mi hanno fatto avere, 1300 ceur circa . Subito dopo hanno avuto il coraggio di bloccarmi il sito " PER PROTEGGERMI DA DIPENDENZA AL GIOCO " quando sono stati sempre loro a ripetere : è una questione di fortuna , al prossimo deposito di certo vincerai.

Avro fatto più di 20 depositi arrivando a 1300 eur. Richiedo un rimborso anche per l'ultimo bonus che mi hanno dato 120 eur da giocare entro 5 giorni e rendere saldo reale se si raggiungeva 5000 eur di vincita: è stata una vera violenza mentale per me, anche perchè ti obbligavano a questo modo a recuperare il bonus il più possibile entro cinque giorni per arrivare a 5000 eur.

Contesto il loro comportamento freddo, risposte automatiche sempre le stesse come se non fossero persone, l'invitamento a depositare che di certo la prossima volta vincevo e i giochi che si bloccavano se vincevo, andavano a rilento e prendevano quindi le puntate senza che io giovcassi realmente. In più mi consigliavano di giocare ai giochi in cui avevo più vinto e chissà perche giocando proprio a quei giochi, ho avuto grandissime perdite. Depositata somma totale 1200-1300 , mai riuscita a prelevare nulla nonostante mi hanno massacrata a completare il KYC , ho dovutorichiedere un documento speciale all'amministatore di revolut ( la mia seconda carta che dovevo caricare ) perchè rifiutavano tutto. Chiedo il rimborso di 1200-1300 ( non posso calcolarlo precisamente perchè mi hanno bloccata ma sicuramente sono arrivata almeno a 1200 eur ) anche perchè sono più che certa che in base alle vincite e le perdite loro maneggiano qualcosa. Ripeto improvvisamente i giochi mentre giocavo si disattivavano calcolando però le puntate, alcune vincite non le calcolavano e spesso andavano lente ma la puntata la scalavano. Grazie per il vostro supporto. Non sono ricca e giocavo solo almeno per recuperare qualcosa del perduto invece è andata sempre peggio ogni volta facevo un nuovo deposito. Mi hanno bloccata proprio perche sapevano di esserein torto per cercare di cancellare la cronologia dei pagamenti, ma io ho tutti i pagamenti fatti nell'estratto conto della mia postepay e revolut

Dear DeliaSole,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with the casino, and I understand your frustration with the situation.

After reviewing your case, I want to clarify a few things. Based on the information you've provided, there’s unfortunately not much we can do to penalize the casino. Here are the key reasons:

Transaction Descriptors: The variation in transaction descriptors, where payments appear under different names (e.g., Tallinn BBUFFS or ABRT_PAYMENTS), is not something we can penalize the casino for. Online casinos often use third-party payment processors to handle transactions, and this is a common industry practice. The different descriptors simply reflect the companies involved in the payment processing and do not imply any wrongdoing by the casino.

RTP (Return to Player): The RTP, or Return to Player percentage, is a statistical measure that describes the long-term expected payout of a game. It’s important to understand that RTP is based on large sample sizes, and individual sessions can differ greatly from the theoretical average. This means it’s entirely possible to experience a series of losses, even if the game has a high RTP. If you want to learn more about how RTP works, we recommend reading our article Learn About RTP.

Given these factors, unless there is solid evidence of unfair activity (such as tampering with games or deliberate manipulation of your bets), there isn’t much we can do to intervene.

If you have any further evidence that might suggest unfair practices, please do not hesitate to share it with us. You can forward any additional details or communication to petronela.k@casino.guru.

I hope we can find a way to resolve this situation, but at this point, it appears there may not be grounds for further action. I appreciate your patience, and thank you for your understanding.

Best regards,

Petronela

Good morning, I have already described to you that the games were more than manipulated.

And you can see it from the fact that at first you get big wins, that is, only the first time, then the games would freeze or slow down and they would take my bet money. And if I won, they wouldn't count my winnings.

It is not an honest casino I repeat and they make sure that you always lose. And it is also evident from the fact that I made 1300 eur of deposits and I have never been able to withdraw a cent.

And I repeat, they were the ones who insisted: it's a question of luck, try to deposit again and you'll see that it will be a win.

Buongiorno, vi ho già descritto che i giochi erano piu che manipolati.

E i vede dal fatto che prima ti arrivano grandi vincite cioè solo la prima volta, poi invece i giochi si bloccavano o si rallentavano e mi prendevano proprio i soldi della puntata. e se vincevo non mi contavano le vincite.

Non è un casino onesto ripeto e fanno in modo che tu perda sempre. E si vede anche dal fatto che ho fatto 1300 eur di depositi e non ho mai potuto prelevare un centesimo.

E ripeto sono stati loro a insistere: è una questione di fortuna, prova a depositare di nuovo e vedrai che sarà una vincita

Hi DeliaSole,

Thank you for your message and for sharing your concerns.

I understand how frustrating your experience has been, and I’d like to clarify how Return to Player (RTP) works and how we can assist you in verifying your claims.

RTP refers to the percentage of all wagered money a slot machine or game will pay back to players over time. It is not guaranteed to pay back specific amounts in the short term or to every player. For instance, if a game has an RTP of 96%, this means that, over an extended period and many rounds of play, it will return 96% of the total amount wagered. However, in the short term, the outcome of any given spin is random, and players may experience either significant wins or losses.

What you’ve described—big wins followed by freezes or losses—can be frustrating, but it is not necessarily an indication of manipulation. In some cases, issues like game freezes could be linked to internet connection problems or technical glitches, which are not related to the fairness of the game itself. However, to fully assess your situation and determine if anything unusual has occurred, we would need the following information:

Game History: We would need a detailed record of your game history, which includes timestamps of when you played, the bets you placed, and the outcomes (wins or losses). This will help us investigate if your experience matches with the expected RTP or if there are any discrepancies.

Transaction History: If you can also provide your deposit and withdrawal history, that would be useful to confirm your claims about not being able to withdraw any funds.

Additionally, I’d like to ask: if you had big wins early on, why did you not proceed with withdrawing those winnings when they occurred? This information will help us understand the situation better and give us a clearer picture of what happened.

Please forward the relevant documentation to my email at petronela.k@casino.guru so we can proceed with a thorough investigation. Without this evidence, it will be difficult to assess your case and verify if there was indeed any wrongdoing.

I hope this helps explain how RTP works, and I look forward to receiving the necessary information to move forward with your complaint.

Good evening ,

that one time I won I couldn't withdraw because they told me I had to complete the kyc and they made a lot of fuss since I had loaded my license and the card I played with was always my Postepay evolution. Many other casinos don't make all this fuss. They told me to continue playing the games I had won in while waiting and those games took everything from me especially jolly queen and joker stoker. I would like to show you the history of deposits and the history of my games but very cleverly I repeat that Mr. Alvaro in the customer service chat told me that he had blocked my account to protect me from gambling addiction. More than addiction I made other deposits to try to recover at least the money lost. And they repeated to me: don't worry this time it was a loss but the next time it will be a win. So blocking me for addiction is unfounded maybe he blocked me precisely because that way I couldn't take screenshots of their deposits and transaction history. But in the list of my Postepay there are all the payments I have made. I repeat, these are the games from the endorphina supplier with which I had made the most winnings in jolly queen or crown coins or joker stoker, which then, continuing to play repeatedly, did not bring me even one win, in fact they sucked both my winnings and other deposits that I made. I would like to point out that right after that win I lost everything and made other deposits reaching 1300 euros. If you want, I can send you the payment transactions on my Postepay

Buonasera ,

quella Unica volta che vinsi non potei prelevare perché mi dissero dovevo completare il kyc e hanno fatto parecchie storie dato avevo caricato la mia patente e la carta con cui giocavo era sempre lamia Postepay evolution. Tanti altri casinò non fanno tutte queste storie . Mi indicarono di continuare a giocare ai giochi in cui avevo vinto nell attesa e proprio quei giochi mi hanno preso tutto soprattutto jolly queen e joker stoker . Vorrei mostrarvi la cronologia depositi e la cronologia delle mie giocate ma molto furbamente vi ripeto che il signor Alvaro nella chat servizio clienti mi disse che mi aveva bloccato L account per proteggermi dalla dipendenza dal gioco . Più che dipendenza io ho fatto altri depositi per cercare di recuperare almeno i soldi persi . E loro mi ripetevano : non preoccuparti stavolta è stata una perdita ma la prossima sarà una vincita . Per cui bloccarmi per dipendenza e infondato magari lui ha bloccato proprio perché così non potevo fare screenshot ai loro depositi e cronologia transazioni . Ma nella lista della mia Postepay ci sono tutti i pagamenti che ho fatto . Ripeto sono proprio i giochi del fornitore endorphina con cui avevo fatto maggiori vincite in jolly queen o crown coins o joker stoker che poi continuando a giocare anche ripetutamente non mi hanno portato neanche una vincita anzi hanno succhiato sia la mia vincita che altri depositi che ho fatto . Faccio ben notare che proprio dopo quella vincita ho perso tutto e fatto altri depositi arrivando a 1300 eur . Se volete vi mando le transazioni di pagamento sulla mia Postepay

Hi DeliaSole,

Good evening, and thank you for sharing the details of your experience.

I completely understand your frustration regarding the KYC process. Please know that KYC (Know Your Customer) is a standard procedure that casinos use to verify the identity of their players. It is not intended to cause inconvenience but is required for both legal and security reasons. Without completing KYC, players cannot withdraw their winnings, which is why the casino asked you to finalize this process before your funds could be released.

If you choose to continue playing and gambling before completing the KYC, as you've mentioned, it's possible that your winnings could be used to fund further gameplay. Unfortunately, this puts you in a situation where the funds are used up before you’re able to withdraw them, and there isn’t much we can do once the money is spent.

In addition, chasing losses can raise concerns about gambling behavior, and it seems that in this case, the casino took the proactive step of blocking your account to protect you from potentially continuing down a harmful path. While it may not have been your intention, the casino acted on the assumption that continued gambling could lead to further losses, and they have chosen to protect you in this manner.

Unfortunately, after reviewing your case, we do not have sufficient grounds to proceed with this complaint, as there isn’t a breach of their responsible gambling measures or the KYC process.

Kind regards,

Petronela

Casino.Guru