The player from Germany had to change his email address after using bonuses for 5 weeks. The subsequent KYC process took 4 weeks, and since then, he was unable to activate any bonus codes, with live chat providing no assistance. We explained that each casino has its own bonus policies and that we could not compel casinos to provide bonuses. The player was advised to unsubscribe from promotional emails. The complaint was closed as we could not assist further.
Verde Casino - Player is unable to use bonuses after the KYC process.
Amount: ??
Verde Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
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3 months ago
Translation
I just want to file a complaint, which can be summarized as follows.
I signed up with Werde and was able to take advantage of all the bonuses in the first few weeks. There were a lot of offers available, like Insta, Facebook, and WhatsApp. I was also bombarded with hundreds of messages every day about deposit bonuses. Everything was going well until after 5 weeks, they decided that my email address was not acceptable. Therefore, I had to complete the entire KYC process again with a different email address. It took 4 weeks to verify the new email address. Since then, I have been unable to activate any bonus codes, and whenever I reach out to the live chat, I get no understanding or assistance. The issue only arose because they insisted I change my email address.
Automatic translation:
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3 months ago
Dear Chaser361,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
If you're unable to activate bonuses, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide bonuses specifically to you.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Best regards
Veronika
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3 months ago
Translation
Yes, I understand that, but I'm still being bombarded with spam messages on all sorts of forums with new bonus codes that I can't redeem. My inbox is overflowing and, what's more, it's only since they stopped liking my email address after a few weeks and I had to change it that I've not been able to redeem it anymore.
At the sister casino VulkanVegas.
I get the same messages but there I can use them without any problems only at Hitspin and no longer after this change
Automatic translation:
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3 months ago
I understand your dissatisfaction. You can unsubscribe from receiving promotional emails by clicking the link in the footer of the email. Please keep in mind that emails are usually sent out in bulk to all customers registered with the casino.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
