The player from Latvia had a blocked account due to claims of multiple duplicate accounts, which he denied creating and suspected involved the misuse of his data. The Complaints Team reviewed the situation and noted that the casino maintained a firm stance on the account blockage due to the existence of multiple accounts linked to his personal details. Despite his claims of unauthorized account creation, the casino's terms prohibited multiple accounts, leading to the conclusion that no further assistance could be provided.
Verde Casino - Player's account is blocked due to duplicates.
Closed
Our verdict
Unjustified complaint
Amount: €360
Verde Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Hello. My account has been blocked. The chat operator said that there are many duplicate accounts, but I did not create them and they used my data.
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10 months ago
Dear mixa1408,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active 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,
Kristina
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10 months ago
TranslationYes, my friend used my data without my knowledge. No, I passed after because I passed the verification. Yes, with a bonus, but I played it back.
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10 months ago
Thank you for your reply, mixa1408. Do I understand correctly that there were indeed two accounts created with the same personal details?
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10 months ago
TranslationI only created one. My data was used by another person without my permission.
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10 months ago
Greetings, Kristina
The player is a no-deposit bonus abuser, has over 20 multiple accounts, no-deposit bonuses claimed at each.
There is a firm answer from casino - account will remain blocked.
All the new account will be blocked as well.
Regards
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10 months ago
Hello everyone,
Thank you both for your replies.
mixa1408, considering that based on your description, there are at least two accounts created in your name, I am afraid that we won't be able to assist you further, no matter the circumstances and who really registered these accounts. It would be impossible for you to prove that it was someone else. Most online casinos prohibit players from opening more than one account, and Verde Casino is not an exception (T&Cs):
5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:
5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;
5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;
5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.
As a result, it is entirely up to the casino’s discretion what they do with all associated accounts and remaining balances. Since this complaint involves a clear violation of the casino’s rules, we are unable to mediate or request any specific resolution on your behalf.
We appreciate your understanding and wish you the best of luck resolving this matter directly with the casino.
Best regards,
Kristina
Casino.Guru Team
