Verde Casino - Player's account closed due to duplicate account claim.

I have played at many casinos, but this one has not treated me fairly. I played and won a real balance of 1725.11€, and attempted several times to withdraw my money, but they did not let me. After a few days, they blocked my account, claiming that I have a duplicate account. Yes, it's true that I used to have another account with this casino, but it was linked to a different email that I no longer use. I created a new account using my current email, which I have been using for years. They are now saying that I will lose all my money, which I don't think is fair. Different emails do not mean duplicate accounts. I will do everything possible to recover this money that they are trying to steal...

Dear PCaetano13,

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

Please understand opening of multiple accounts is almost universally prohibited.

I checked the casino terms and conditions and I found this https://verdecasino.com/en/terms-and-conditions

5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

• Have you asked the casino to change the email address to your previous account, or have you informed the casino beforehand you have an account with them prior to opening a new one?
• Have you claimed bonuses in the casino with your original or new accounts?

Thank you very much in advance for your reply.

Best regards,

Tomas

I lost the other email, I no longer use it and they still block the accounts, this is a more stupid law. So I can't have 2 cars, I always have to drive the same one because if I drive the other one I'll be left without it. What is the logic of this? Sorry, I've already noticed that those who make millions are always favored by others... and it's all a monopoly...

They always leave it to deposit to deposit and that's not it and it's theft otherwise they wouldn't let you deposit. I paid the €1725 and then they can block it and fair enough...if I put money in there I also have to withdraw it. Otherwise I would play in another fair casino, not one that tries to steal from people...

Yes it was used but not now. It's not worth it and a waste of time when the system is corrupted, there's nothing you can do. At least return the deposit money.

I've seen that I'm wasting time, I'm just one of many who are deceived. You are not fair but I will still try to find out from a lawyer how long you are right. Especially because I can't believe you when you advertise the various casinos... Scammers...

Dear PCaetano13,

Have you used welcome bonuses or other bonuses on your new account?

Please understand that deliberately opening a new account in most online casinos is against their rules. If you lost access to your email, I would recommend contacting Gmail in order to retrieve access. If that is not possible, always ask the casino regarding opening a new account. It might not always be allowed, but in some instances, an exception can be made after an explanation of the situation.

I'll wait for your response.

I didn't even know I couldn't have two accounts with different emails, I didn't know that wasn't allowed, I'm being honest. But if I think it's fair to do what they're doing, ok, I'm not upset about it, but common sense comes from both sides. They can keep the money if they think it's fair and they're happy and it's true they don't get rich either. I just think your approach is unfair. Without information, without anything, they blocked it, I believe it's easier to steal.. stay well, but for me, the verde casino and the ice casino, which are the same, died, I don't want anything to do with these people...

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

In your case, the casino, claims you took advantage of bonuses, could you please explain if you took bonuses on both accounts? (welcome bonuses, etc.)

I'll be honest, I don't remember if I used the bonuses but I don't think so because I haven't accepted bonuses because normally when you use bonuses you never get anything. And I don't think so. Can you check the records because I don't remember. I just think they should be together and inform people. But there is no blocking and little or no information. I think players should also have some rights, not just the casinos where they make millions. It's true that I would like to receive that money, if not the money I invested there, to be fair.

Dear Verde Casino representative,

Were bonuses used on the new account as well? When was the last time the original account was accessed and used?

I don't know how to tell you, I don't remember, I'm honest. I don't remember when it was accessed.

I just think it wasn't a good approach on your part. I don't know when the other account was created but you must have registered it. Now I just think we should come to some common sense because it is good for mutual interest.

Hello Tomas

We confirm that the bonuses were used at both of the accounts.

Re the second account:

• the latest sign in was at 10.11.2023 17:22:52 (UTC)
• the latest gaming activity 01.06.2023 11:04:45 (UTC)

Kind regards

Do what you want, I expected you to pay nothing and everything the same... At least return the money invested...

I am sorry PCaetano13,

But under these circumstances, we can't argue in your favor. If you lose access to your email, you are still not allowed to create multiple accounts in the casino and play with bonuses on both accounts.

Either try restoring your email or ask the casino to change the email associated with your casino account, which is sometimes possible to do, if a similar situation happens to you in the future.

Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.