The player from Portugal had his account blocked by Verde Casino due to a violation of terms and conditions regarding duplicate accounts. Despite the fact that he had never wagered his 10€ deposit, the Casino had confiscated it. The player claimed that his communication with the casino had been honest and he felt that the situation did not involve gain or loss, except for the confiscated deposit. After we reviewed the player's complaint, we had communicated with both the casino and the player. The casino had agreed to refund the 10€ deposit and allowed the player to continue using his account, albeit without access to bonuses. The player confirmed that his issue had been resolved satisfactorily.
Verde Casino - Player's account has been blocked due to duplicate accounts.
Amount: €10
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Hello...
On April 10, 2023, I opened an account at Verde Casino through a promotion. I never made a deposit, I just played the promotion.
On November 1st and having already forgotten about this account, I made a deposit of 10 euros at Verde Casino, and Open another account.
When I wanted to play and after checking the profile I couldn't register my cell phone number.
I contacted support via chat, informed them of the situation and waited.
I was informed by email that both accounts were blocked as I violated the terms and conditions. The only option was to lose the €10 deposit and that is what happened, with the first account being blocked and the most recent one captive.
I understand the Casino rules for no duplication of accounts but I ask:
I have never had any winnings at this Casino and I have never placed a bet with real money.
I just made a deposit of €10 which I never wagered.
There was honesty on my part with the Casino.
There was no loss or gain for the parties involved other than the fact that they confiscated the €10.
Tnx
ficheiros
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1 year ago
Dear hugosousa091974,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Verde Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you used the same personal data, including your email address or phone number, when you registered in this casino for the second time?
Do I understand correctly that you have not made any bets with your 10€ deposit?
Has any of your accounts been verified?
Please forward any relevant communication between you and the casino regarding the issue with the second account to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
It should be noted that I never bet €10.
All documents were sent with the exception of a selfie with my identification.
That's why I think the kyc verification is not yet complete.
Automatic translation:
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1 year ago
Hello,
We've refunded 10 EUR. The player may continue using the account.
But the bonuses will be unavailable.
Regards
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1 year ago
Translation
Thank you Verde Casinos and Casino Guru.
Thank you Veronica.
Compliments.
Hugo
Automatic translation:
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1 year ago
Dear Verde Casino representative, thank you very much for getting in touch with us and solving the player's problem.
Dear hugosousa091974, is there anything else I can assist you with, or may we consider your complaint resolved? Please let me know.
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1 year ago
Dear hugosousa091974,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
