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.

Dear Kubo,

We cannot provide any information, if the player reported this to support - he must consult with the support to get the answers.

Regards

Dear Verde Casino,

Thank you for your response. However, to ensure the investigation progresses smoothly, I would appreciate regular updates on its progress.

Dear bebebebytza22,

Have there been any developments in your case? Have you been in communication with Verde Casino's support regarding this matter?

Thank you for keeping me informed.

Hello

When I contacted the support team, they asked me to give them the transaction numbers, and as I explained to you in the past, I don't know what they are, that's why I asked you to check all the withdrawal transactions I requested. Because there were quite a few transactions that were refused by my bank, and that money appeared to have been sent successfully from you but was not received in my account.

Thank you

Bună ziua

in momentul când am luat legătura cu echipa suport , cei de acolo îmi cer să le dau numărul tranzacțiilor , iar eu cum v-am explicat în trecut nu le știu care sunt , de asta am apelat la dvs să îmi verificați toate tranzacțiile de retragere pe care le-am solicitat.caci au fost destule tranzacții care au fost refuzate de banca mea, iar acei bani apăreau trimiși cu succes de la dvs dar nu au fost primiți în contul meu.

multumesc

Dear bebebebytza22,

I wanted to follow up on my previous request from about a month ago regarding the bank statement showing all incoming transactions from Verde Casino. Unfortunately, I haven’t received the statement yet. Could you kindly provide it at your earliest convenience? Please send it to my email at jakub.m@casino.guru.

If possible, it would be great if you could filter the statement to display only the incoming transactions from Verde Casino. This would help streamline the process and make the data easier to review.

Additionally, have you had a chance to contact your bank to request a list of refused transactions? This information would be highly useful for the casino’s review process and could save significant time, as it would eliminate the need to manually check each transaction.

Thank you in advance for your cooperation.

Hello

I'll go to the bank tomorrow to ask them to give me only the transactions from Verde Casino.

I contacted the bank and the declined transactions were returned to the sender.

Bună ziua

voi merge mâine la bancă pentru a cere să îmi dea doar tranzacțiile de la verde cazino.

Am contactat banca și tranzacțiile refuzate au fost returnate către expeditor.

Dear bebebebytza22

We've checked the records and the tickets related, the only dispute that you opened up and reported to support is dated back to 11.07.24 .

We kindly ask you to compile the list of transactions, that to your belief, did not reach your bank account and report thus to the support team, included the transaction ID 06b2fb0f-c6e6-4aac-a3c1-4d44df091cec

Thank you for cooperation!

Dear bebebebytza22,

Thank you for your email from Monday. Please feel free to send me the bank statement directly to my email. If I need any clarifications, I will reach out to you.

Thank you!

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.

Hello Mr. Kubo,

so much time has passed and the casino has not done any verification. They are asking me to give them the transaction numbers. I will do this and I will list them and send them to you. What I don't understand is that they have these transactions at hand. Why don't they ask the financial service to look for them.

Bună ziua domnule kubo,

atata timp a trecut și cazinoul nu a făcut nici o verificare. Ei cer într-una să le dau eu nr tranzacțiilor.voi face acest lucru și o să le scot pe o listă și am să vi le trimit. Ceea ce nu înțeleg este faptul ca ei au aceste tranzacții la îndemână . De ce nu cer serviciului financiar să caute.

Dear bebebebytza22

Thank you for the response.

Answering your question - that is because according to our records and logs the transactions are successful.

And in order to open a ticket request to PSP, we need the data from your side, just like support team instructed you.

Thank you for cooperation!

Regards

Dear bebebebytza22,

Both I and the casino need your assistance. To locate the unsuccessful transactions, it would be much easier if the casino could compare the transaction numbers of their outgoing transactions with your incoming transactions to exclude those that were successfully processed.

Have you already sent your bank statement to the casino? I have requested it from you three times already but have not received anything. Please provide the statement as soon as possible to help resolve the issue.

Thank you for your cooperation.

Hello green casino

I would like to ask you to send me the exact amount that you claim you transferred to my account from the beginning. Exactly since I won.

I don't want you to send me an approximation, I want the exact amount down to the last cent.

because that's the only way I can compare it with my income. After you give me the exact amount, I can compare it with what I received in my account.

I ask this to end this complaint.

thank you

Bună ziua verde casino

am rugămintea să îmi transmiteți suma exactă pe care dvs susțineți ca mi-ați virat-o în cont de la început . Exact de când am câștigat .

nu vreau să îmi trimiteți cu aproximație , ci vreau suma exactă până la ultimul cent.

caci doar așa pot să fac comparație cu intrările mele.dupa ce o să îmi dați suma exactă atunci pot compara cu ce am primit și eu în cont.

cer acest lucru pentru a încheia odată cu această plângere.

va multumesc

Greetings,

The total amount of successful withdrawals is 794,300.00

Kind regards

Dear bebebebytza22,

Thank you for providing the bank statements. However, they are completely unreadable due to their low resolution (240 x 320 px). Could you please resend clear images in a higher, more readable resolution?

Thank you.

Hello

Have you checked the bank statements I uploaded to you?

Bună ziua

ati verificat extrasele bancare pe care vi le-am încărcat ??

Hello Mr. Kubo

Were you able to check the bank statements I uploaded to you??

I am waiting for a response from you.

Thank you

Bună ziua domnule kubo

Ati reușit să verificați extrasele bancare pe care vi le-am încărcat ??

astept un răspuns din partea dvs

multumesc

Dear bebebebytza22,

Thank you for providing the clear statements. I have reviewed them and am currently in the process of summing up the total amount of received payments. However, I’ve noticed that the statement doesn't fully serve its initial purpose, as payments are missing transaction numbers. Are these transaction details accessible to you in any way?

Thank you for your assistance.

Hello

In the bank, I only see who made the payment and the date it was made. I don't see the transaction number.

What should I do next? What are the steps?

Bună ziua

in bancă îmi apare doar cine a efectuat plata și data când a fost efectuată .nu îmi apare și număr de tranzacție.

ce trebuie făcut mai departe ? Care sunt pașii?

Dear bebebebytza22,

After reviewing the provided bank statements, the total sum of credited transactions, presumably from Verde Casino, amounts to approximately 585,680 RON. This creates a discrepancy of 208,620 RON compared to the amount the casino stated as successfully withdrawn.

However, multiple pages are missing from the full bank statement, making it difficult to fully verify the total amount received.

You have provided 30 out of 50 pages, but the following pages are missing: 13, 14, 17, 18, 19, 20, and 37–50.

Could you please provide the remaining pages? If you have or can obtain the document in electronic form, that would be especially helpful.

Thank you for your cooperation.

Hello Mr. Kubo

The missing pages you specified do not have casino transactions on them, which is why we did not load them.

I will go to the bank to ask if I can get an electronic statement.

thank you

Bună ziua domnule kubo

Paginile lipsă pe care le-ați specificat nu au tranzacții din partea cazinoului pe ele , acesta fiind motivul pentru care nu le-am încărcat.

Voi merge la bancă să întreb dacă am posibilitatea unui extras în format electronic.

va multumesc

Dear bebebebytza22,

I understand the reason, why you did not provide the remaining pages. However, in our investigation, we must rely on complete and verifiable evidence. To thoroughly review all transactions related to the casino, we require the full bank statement while maintaining the document’s integrity.

If you can obtain an electronic version of the statement, that would be ideal. If not, please send the missing pages as photos to my email, just as you did before.

Thank you for your cooperation.

Good morning, Mr. Kubo.

Did you receive the full statement by email?

Unfortunately, I can't generate an electronic bank statement, so we'll have to make do with what we have.

Please notify me as soon as you have an answer.

Thank you

buna Ziua domnule kubo

ati primit extrasul complet pe mail??

din păcate nu pot genera un extras electronic din partea băncii , așadar o să trebuiască să ne descurcăm cu ce avem.

va rog să mă notificați imediat ce aveți un răspuns

multumesc

Dear bebebebytza22,

Unfortunately, I haven’t received any email from you since February 15. Could you please try sending the statement again?

Thank you!

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.

Good evening, Mr. Kubo.

Finally my problem was solved, which was because of my bank. The amounts were blocked there. But today it was solved.

I hereby apologize to the casino for the inconvenience caused. Thank you for your support.

Please close this complaint.

I wish you all the best, and thank you once again.

Bună seara domnule kubo

Într-un final s-a rezolvat problema mea , care a fost din cauza băncii mele. Acolo au fost sumele blocate. Dar azi sa rezolvat .

Imi cer scuze pe aceasta cale celor de la cazinou pentru disconfortul creat.Va multumesc pentru sprijinul acordat.

Va rog sa închideți această plângere

Va doresc numai bine, și inca o data va multumesc.

Dear bebebebytza22,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo