Verde Casino - Рахунок гравця закрито, а кошти недоступні.

Hello,

I am writing this complaint to seek assistance in recovering money from my Green Casino account and to help me regain access to the account. Since around August, I haven't received anything. When I try to log in, I'm informed that this platform is no longer operational for players from Romania.

Bună ziua

Vă scriu aceasta plângere în a mă ajuta să recuperez banii din contul verde cazino , și tot odată să reușesc să mă conectez în cont.Aproximativ din luna august nu am mai primit nimic.In momentul când încerc să mă conectez îmi spune ca această platformă nu mai este funcțională pentru jucătorii din România

Dear bebebebytza22,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’re facing with accessing your Verde Casino account and retrieving your funds. To help us look into this issue, could you please provide the following details:

• Could you confirm the approximate balance in your account when you last accessed it?
• Have you received any prior communication from the casino about the platform’s availability for Romanian players, or any updates on your account status?
• Have you attempted to contact Verde Casino directly about this issue? If so, could you share any replies or guidance they provided?

If you have relevant emails or any communication with the casino that could assist us in understanding your case, please feel free to 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

Greetings all

According to our records, the player's account is not blocked.

The player successfully signed in on 28.10.2024 08:17:04 (UTC).

The player has zero on their balance. The total amount of withdrawal exceeds ~700k lei.

There were no manual reduction of the balance.

Dear player, can you please provide more details on your complaint?

Regards

Dear bebebebytza22,

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 apologize for this late reply.

In fact, the current balance balance is zero.

But how can you tell me that my withdrawals were worth 700k, because I did not receive more than 500k. So where is the difference?

Îmi cer scuze pentru acest răspuns întârziat .

Intradevar balanța soldului actual este zero.

Dar cum puteți să îmi spuneți ca retragerile mele au fost în valoare de 700k, pentru ca eu mai mult de 500k nu am primit.Deci unde este diferența ?

Hi bebebebytza22,

Thank you for your response, and no worries about the delay.

Regarding the discrepancy between the 700k lei withdrawal total mentioned by the casino and the 500k lei you received, the casino’s records refer to the total amount of withdrawals made, which may include multiple transactions. It’s possible that this caused some confusion if you were thinking of only the most recent withdrawal.

• Could you please confirm the amount of your last withdrawal? This will help us better understand the situation and assist you further.

Thank you for your cooperation, and I look forward to your reply.

Hello

Let's start over and try to solve the situation once and for all.

It's the difference of 200k that I didn't get because I checked the transactions from my bank and in the transactions I didn't get more than 500k and the casino claims that I got 700k.

The transactions were multiple and none larger than 2,000 lei, because whenever I made a withdrawal regardless of the amount, as an example I withdrew 20,000 lei, the casino divided it into 10 withdrawals, and this is where the confusion came from.

There were countless transactions that my bank didn't accept, and the money was returned to the casino, but those amounts never appeared in my casino account.

thank you

Bună ziua

Sa o luăm de la capăt să încercăm să rezolvăm odată situația.

Este vorba de diferența de 200k pe care nu am primit-o, deoarece am verificat tranzacțiile de la banca mea , iar în tranzacții nu am primit mai mult de 500k, iar cazinoul susține ca am primit 700k.

Tranzactii au fost multiple și nici una mai mare de 2000 lei, pentru ca ori de câte ori făceam câte o retragere indiferent de suma , ca și exemplu retrăgeam 20.000 lei cazinoul o împărțea în 10 retrageri,și de aici a apărut această încurcătură.

Au fost nenumărate tranzacții pe care banca mea nu le-a acceptat, și sumele de bani au fost întoarse către cazinou, dar acele sume nu mi-au mai apărut în cont de cazinou.

va multumesc

Dear bebebebytza22

Please kindly specify the disputed transaction IDs that never reached your gaming account.

Regards

I'm going to lookup all of them in the history, even if it's difficult.

O să le caut în istoric pe toate , chiar dacă este dificil acest lucru.Dar cel târziu în acest weekend am să mă ocup

Hi bebebebytza22,

Please feel free to send all relevant information either to petronela.k@casino.guru or share it here in your response.

I’ll be patiently awaiting your reply. Thank you

Hello

I am currently attaching 2 of the transactions that were not credited, but there are still enough of them. It is very difficult to find all the transactions because thousands of requests have been created, and when I get to page 70 as an example, my search resets and I return to the first page again.

be2f44b7-f000-4636-b5d4-cc4eba1a8592

06b2fb0f-c6e6-4aac-a3c1-4d44df091cec

Bună ziua

vă atașez pentru moment 2 dintre tranzacțiile care nu au fost creditate,însă ca acestea mai sunt destule. Este foarte greu să găsesc toate tranzacțiile deoarece au fost create mii de cereri,și în momentul ajung la pagina 70 ca și exemplu mi se resetează căutarea și mă întoarce din nou pe prima pagină.

be2f44b7-f000-4636-b5d4-cc4eba1a8592

06b2fb0f-c6e6-4aac-a3c1-4d44df091cec

Thank you very much, bebebebytza22, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear bebebebytza22

We do strongly recommend turning to our support for the assistance re the transactions.

Anyhow, be2f44b7-f000-4636-b5d4-cc4eba1a8592 - the transaction was cancelled by yourself, there was no money movement whatsoever.

Transaction 06b2fb0f-c6e6-4aac-a3c1-4d44df091cec is successful, if the money did not reach your account, please report this to support, so they can launch the investigation.

Kind regards

Dear bebebebytza22,

I'm Kubo, and I will be handling your complaint moving forward. If there have been any updates or changes regarding your case since your last correspondence, please let me know.

To proceed with the investigation, I kindly ask you to provide your bank statements starting from the date of your very first withdrawal related to the disputed amount (or the 700,000 RON amount mentioned later in the complaint thread) up to the current date. These documents will help us thoroughly review and address your case.

You can share the requested documents directly with me at jakub.m@casino.guru.

Thank you for your cooperation.

Hello

I have a request to check all the transactions made by you to me, because they appear as delivered to you and not registered on my account. hence the problem with the difference in money that I can't find. I also got in touch with my bank, I asked them if I still have pending amounts and they said no. At the same time they told me to come back to you because the amounts they refused returned to you

Bună ziua

Am rugămintea de a verifica toate tranzacțiile efectuate de dvs către mine pentru ca la dvs apar ca livrate iar la mine pe cont nu s-au înregistrat.de aici si problema cu diferența de bani pe care eu nu o regăsesc.Am luat legătura și cu banca mea , i-am întrebat dacă mai am sume în așteptare și mi-a zis ca nu.Tot odată mi-au zis să revin la dvs pt ca sumele pe care ei le-au refuzat s-au întors către dvs

Hello bebebebytza22

Hence you reported this to support - they will take care of it.

Regards

Hello Everyone,

I hope you're doing well. I'm reaching out to check if there have been any updates regarding this case.

Thank you!

Dear Kubo

The request by the player must be handled by the casino support.

Re the specific transactions above - the explanations were provided.

Kind regards

Dear Verde Casino,

I’m reaching out after a week to check in. Are there any updates regarding your investigation?

Thank you for your time.

Hello Kubo

Re the transaction in question above - we've provided the answers.

The rest must be handled via support.

Kind regards

Good evening

And how long does it take for the support team to verify all transactions?

I requested verification of all transactions, because only in this way can we discover the transactions that were not credited to my account, and appear as successful transactions in your account.

Thank you

Bună seara

Si cat mai durează până ce echipa suport o să verifice toate tranzacțiile ?

eu am solicitat verificarea tuturor tranzacțiilor, pentru ca doar așa putem descoperii tranzacțiile ce nu mi-au fost creditate în cont, și la dumneavoastră figurează ca tranzacții reușite.

multumesc

Hello,

It's gonna be tough to predict any ETA, since you requested the check of ALL transaction.

They follow the standard flow. No estimates can be provided for the case like that.

Regards

Dear Verde Casino,

Nearly another week has passed, and I’m reaching out to check if there are any updates on the case. How are the transaction checks progressing?

Thank you for your attention to this matter.