Verde Casino - general discussion (page 4)

I understand, but the most sensible thing to do in this case was to withdraw the money and inform the casino about the next course of action to avoid such a situation. Setting up a second account was not the best idea. 

However, as already mentioned, if you think that the casino made a mistake, then you have the option to open a complaint on this link. Our team will investigate your case and see what happens. 

Are you in ? 

Hi, the secondary account and with my names (without documents) with another email but I didn't manage it, it was managed by my brother. However, do you think I can solve something? Because if I'm already lost from the start there's no point in opening a complaint. I just said how things went, do you think that's right? If I knew something like this could happen, I wouldn't have played with my money, I would have tried to solve the problem sooner. Since, as mentioned before, I was able to play and win €80, withdraw it without any problem, I was sure that there was nothing wrong. Be careful, if I hadn't won and rightly they hadn't blocked me, I would have continued to bet calmly, would they have warned me that I was violating their rules? Only when I won and tried to withdraw did they notice?!

Hi there.

This is a very sad story, indeed.

Frankly, the way I see it, you made several mistakes. Please note you just can't create the second account and then let your brother, or anyone else, manage it. This is strictly against the most common terms and conditions.

From my point of view, the most important part seems to be the timeline.

Imagine this:

One day your first account in the casino was established - all good. You managed to withdraw 80€ without any issues.

From which account did you manage to withdraw, please? In my eyes, this a very important question I feel we need to clarify first.

If you are interested in learning more about this particular issue in a more general manner, please check out the article called "Player verification and duplicate accounts"

Let me know what you think about it, if you don't mind.

Aditionally, it is your turn to update the complaint, this green link gets you to the proper section.

I don't understand how it is possible to open a second account. Does the casino not have security for these infractions? Is there an alert only when the customer wants to withdraw their winnings? Why not before? You can deposit at will, without any problems and in this case you can even have 10 accounts...

It is, to say the least, a dubious policy.

That's why I don't play here.

Hugo

I withdrew €80 with the account they blocked and the other account already existed, they could inform me right now

What can I say if I knew there was this problem I wouldn't throw my money away like this and then get blocked absurd

I withdrew €80 with the same account that they blocked me and the other one was already registered

They could have blocked me right now but instead they let me play and deposit calmly until I won that amount

You know it's not wise to compare withdrawals and deposits because both transactions are very different, especially regarding checks.

When you deposit at an online casino, there are no actual checks made on the casino's side. It is just a simple money transaction. Equal to when buying gasoline at the gas station and paying by card.

On the other side, when you submit a withdrawal request, the whole process of checking needs to be done because the casino must be perfectly sure you have never violated any casino terms, used only payment methods registered to you, and followed other policies.

So, unless you ask the caisno to perform the KYC (know your customer) right after the registration, there is a pretty high chance that a second account will go unnoticed.

I understand it feels like a gap to catch players, but I guess it is pretty common knowledge that creating a second account is prohibited in every casino performing KYC verification.

Did you read the article I sent you, please? It says:

"We accept that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino. Not because we think it's the right way to do it, but because it's the industry standard, and we cannot penalize all casinos that don't enforce the 'one account per player' rule the way we consider best. However, we believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected."

Hello, and thanks for the information. So you withdrawn the initial €80 through the first account. Now comes the important part, I'd say. Did neither of these accounts get verified back then? Sometimes casinos allow lower sums to be withdrawn without full-scale verification, which may result in your situation when a second account is registered along the way.

But as we believe:

"To prevent duplicate accounts, it is feasible and effective to check for duplicate accounts during the account creation process. We don't mean a full know your customer (KYC) procedure that would involve ID verification, but a quick check of personal detail combinations that would only be shared by two separate people in very rare exceptions, such as first name, surname and date of birth. If the casino doesn't require this information during the registration process, it should start doing so.

In most cases there will not be a match and the casino can let the player play, only triggering a full KYC procedure when the player submits their withdrawal request. However, if the casino does get a match, it is likely that the player already has an account. In these cases, notify the player and/or ask them to complete a KYC procedure to make sure that they don't already have an account.

If this is not technologically feasible, the casino shouldn't punish players who created a second account unknowingly and didn't intend to abuse the welcome bonus. If the player hasn’t caused you any harm, it's best to contact them and find an acceptable solution for both involved parties, such as keeping one account opened and closing the other one(s)."

I hope there is a way to help you.

Hopefully you can help me I did everything unknowingly

Hello. I have no reason not to believe you. I just tried to explain that things work somehow in casino, and in certain cases, even the slightest mistake means unpleasant complications.

I'm sorry, but this rule is the common standard. 🙏

Good morning, again today the email was sent to me that I have to upload documents again from verde casino, but this morning I uploaded everything they have this, but they pretend nothing happened, but is it possible?? I've been sleeping for 2 weeks since I've been fighting with them

here it is, this is what they do every day

Hi, according to the email that the casino sent, these are the standard KYC stuff they need. We give casinos 14 days to resolve the verification, but you say it's been going on for 2 weeks, which is exactly the time frame. 

Anyway, did you try to write to the live chat that you sent the documents and that they are asking you to do the same again ? Do I understand correctly that you have already been successfully verified once and now they want the same documents from you again ? 

I also saw that you already have a complaint and the casino replied to it twice, telling you to complete the verification according to the instructions in the email. So if you have not successfully completed it yet, try to cooperate and upload everything according to the guidelines. If there are still problems, then you have an open complaint and we will try to help you.

Good morning, I uploaded all the documents, today they sent me the email that I have to send the photo of the identity card, which I also uploaded the first one, but I uploaded the document again today too, I collaborated every time with them, but every day the same emails, the same things, I'm waiting now to see what they'll ask me to verify my identity card, because I've been good and waited almost 3 weeks, which doesn't seem normal to me considering that to play I also need withdrawals, yes they continue to say the same things even now and Fanny doesn't verify it for me and then to be able to make the withdrawal I do myself justice everywhere because what Fanny them is not correct at all... let's hope who keep themselves in order and do the right things and do the right things, so we are all in order... thank you

Here is the email, the last one they sent me today

Okay, so I think you're doing the right thing by trying to cooperate, so if your account isn't still verified, you can mention that in your complaint. Our team will try to help you with the whole situation.  

However, I really hope that the verification will be successful and you will not have further difficulties.  

No, my account is not yet verified because every day they send the email and ask for the same things, but I always send what they asked me, I don't know if they want more, it doesn't seem right to me at all... thanks

I believe that when I read the complaint I can already refute this statement, and in it I learned that you have already managed to verify and now you will wait for your withdrawal. 

I firmly believe that it will already be hassle-free and everything will go smoothly. 

Be sure to let me know if you got your money. 😊☘️

Yes, thank you very much, have a nice day