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I made a withdrawal of SEK 30,000 on 24/10/2024 from Verde Casino.

I've been playing at Verde Casino for a couple of months, verified my account, and made several withdrawals and deposits without any issues.

Now suddenly, my account got locked after I chose to make a withdrawal.

I believe what happened is that I accidentally ended up with a second account at Verde Casino. However, I have primarily used one account much more than the other, and I didn't realize I had two accounts since my G-Mail is merged, which accidentally created an extra account at Verde Casino.

On both accounts, I have verified my identity, and made deposits from my bank accounts registered with Verde Casino.

I am asking for help so that this misunderstanding can be resolved, and so the withdrawal can be processed as it always has, and now, suddenly, stops working.

Jag gjorde ett uttag på 30 000 SEK 24/10 -2024 från Verde Casino.

Jag har spelat på Verde Casino ett par månader, och verifierat mitt konto, gjort flera uttag och insättningar utan problem.

Nu helt plötsligt blev mitt konto låst efter jag valt att göra ett uttag.

Jag tror det som hänt är att jag råkat ha ett till konto på verde casino. Men jag har enbart använt ett konto mycket mer än det andra, och jag har inte tänkt på att jag haft två konton eftersom min G-Mail är sammanslaget så råkade det bli ett extra konto på Verde Casino.

På båda kontona har jag verifierat mig, samt gjort insättningar som kommer från mina bankkonton som finns registrerade hos Verde Casino.

Jag ber om hjälp, så att detta missförstånd kan lösas, och att uttaget även denna gång funkar, som det alltid gjort, och nu helt plötsligt slutar fungera.

Hello Antonio.donros,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.

• When did you create your first and when the second account?
• When where both of them verified?
• How many times did you withdraw from the second account and how is it that the casino only noticed account multiplicity only now?

Looking forward to your answer.

Regards,

Nick

i think i created the first and second account paradoxically, in the same week it might have been.

Both were verified at the same time I think. This was almost 2 months ago. The reason it was like that was because I have my g-mail connected to two email addresses and so I have accidentally created two accounts.

I don't know why the casino noticed that I happened to have duplicate accounts only now, but it was in connection with a withdrawal.

I have also received this email from the casino, I am attaching a picture of the email:

Does this mean my account can be opened to continue with my withdrawal?

jag har för mig att jag skapade det första och andra kontot paradoxiellt, under samma vecka kan det ha varit.

Båda var verifierade samtidigt tror jag. Detta var för nästan 2 månader sedan. Varför det blev så var för att jag har min g-mail kopplade till två email adresser och så har jag råkat göra två konton.

Varför kasinot märkte att jag råkade ha dubbla konton först nu vet jag inte, men det var i samband med ett uttag.

Jag har även fått detta mail av kasinot, jag bifogar en bild av mailet:

Menas detta att mitt konto kan öppnas för att fortsätta med mitt uttag?

Hello Antonio.donros,

If you accept the casino's offer, you can continue using your account but your balance will be confiscated.

Can you please advise if there is any evidence of both of your accounts being verified and if there is way to exactly specify the date of creation of both accounts.

Please forward any kind of evidence which may assist this case to nikolas.b@casino.guru.

Regards,

Nick

Verde casino withholds that my second account has been verified. But within 60 days I will receive an email sent to me with my dialogue history from the other account. I have made deposits and withdrawals on both accounts. The second account was made on 07/24/2024. I am sending pictures, as well as proof that I made withdrawals on two accounts. I know that in the dialog history I have been confirmed that that account was also verified.

Verde casino undanhåller att mitt andra konto blivit verifierat. Men jag ska inom 60 dagar få ett mail skickat till mig med min dialog historik från det andra kontot. Jag har gjort insättningar och uttag på båda konton. Det andra kontot gjordes 2024-07-24. Jag skickar med bilder, samt bevis på att jag gjort uttag på två konton. Jag vet att i dialog historiken så har jag fått bekräftat att även det kontot var verifierat.

Hello Antonio.donros,

It seems the casino may have overlooked the fact that you own two accounts. Unfortunately, having more than one account is strictly prohibited by online casinos, and using both accounts is a direct violation of their rules.

If you were aware of the duplicate account, it was important to contact the casino immediately to have one of them blocked. I’m truly sorry, but given this breach of the casino's terms, there is very little we can do to assist further.

At this point, I can only advise you to either forfeit both accounts or accept the casino's offer to retain one account (without the balance). Unfortunately, we will now be forced to close this complaint due to the reasons mentioned above.

Best regards,

Nick