Verde Casino - Pelaajan voitot on takavarikoitu.

A year and a half ago, I opened an account at this casino using an old email address that I no longer have access to. At the end of last year, I opened a new account with my new email address and have only played using this new account. Now, both accounts have been suspended, and the casino refuses to pay out the 967€ I won.

Ich habe bei diesem casino vor 1 1/2 Jahren mit der alten Email Adresse die ich nicht mehr habe ein Konto eröffnet dann habe ich Ende letzten Jahres ein Konto mit der neuen Email Adresse eröffnet und nur mit dem neuen Konto gespielt nun wurden beide Konten gesperrt und das casino will die gewonnenen 967€ nicht auszahlen

Dear dominikmeitza15,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please understand opening multiple accounts is almost universally prohibited in online casinos.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino you lost access to your previous email address and wish to open a new account?
• Have you accepted and played welcome bonuses on both of your accounts?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear dominikmeitza15,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.