Verde Casino - Player was able to create a second account despite being self-excluded.

This casino prevents any withdrawals, including those made inadvertently. I self-excluded myself from this casino because I suspected fraud regarding the slots’ RTP, and as a player, I’m registered at several of them, including online casinos, and I’ve closed my accounts at some of them. It’s a bit difficult to re-register at a casino where I’d closed my account without realizing it—and that’s exactly what happened here. I registered with a different email address (I use more than one) without realizing that I had self-excluded myself—which I’d done several times without noticing—but since I always use the same phone number and other details except for my email, casinos usually detect that I’m playing while self-excluded and block my access. That’s what happened here: I was able to log in with the same details from the closed account—except for the email—and make a 15-euro deposit, which blocked the game when I went to play. Now, when I try to withdraw my money—which the system should never have allowed me to deposit in the first place—they’re making things difficult by refusing to return the funds they’ve wrongfully withheld. I’m warning all players here about the fraudulent company that operates this casino; in fact, I checked and it doesn’t even have a license anywhere.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When your original account was closed, did you specifically ask the casino to self-exclude you because of a gambling problem or gambling addiction, or did you request the closure solely because of your concerns regarding the casino and its games? Please forward me your original account closure request, along with the casino's confirmation that your account was closed, at veronika.f@casino.guru.
• Could you please specify which registration method you used when creating each of your accounts? Did you register using your phone number or your email address?
• Could you also clarify whether you provided the same personal information on both accounts, including your first and last names, date of birth, and address?
• Please forward me all communication between you and the casino's customer support regarding their refusal to refund your deposit at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika