The player from Austria had their account closed after uploading all documents and being informed that they had another account. Despite making many deposits, the player finally won 2500 Euros before the closure and sought assistance to claim the winnings. The casino offered to return the player's last two deposits as a gesture of goodwill but did not honor the winnings due to a breach of their terms and conditions regarding multiple accounts. We rejected the complaint because of the violation of the casino's rules.
Verde Casino - Player's account has been closed due to duplicate account.
Amount: €2,500
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello Team,
I have uploaded all the documents, and my account has been closed
because I have another account.
I have deposited so much with you, and after many deposits, I won 2500 Euros for the first time.
Now, my account has been closed.
I kindly request you
to help me claim my winnings. Please, I need your help 😭🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏
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6 months ago
Dear Dzhamilya1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that opening multiple accounts in a casino is prohibited by the vast majority of online gambling establishments. This casino is not an exception (T&Cs):
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or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Were you aware of having another account?
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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6 months ago
Translation
yes I still have an account but I didn't know it was forbidden, please open my account and please pay out my money🙏.
in game Aviator I played
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6 months ago
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Please excuse me for opening a second account 🙏
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6 months ago
Hello Dzhamilya1990
As a sign of a good gesture, we may leave the two last deposits in your account.
Kind regards
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6 months ago
Translation
My account is still closed when will it be reopened
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6 months ago
Hello everyone,
Thank you both for your replies and cooperation.
Dzhamilya1990, could you please advise if we can close this case?
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6 months ago
Translation
They didn't pay out my winnings
And I will never play again
Thank you for everything
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6 months ago
Unfortunately, opening more than one account in most online casinos will cause your winnings not to be honored, due to a breach of casino rules.
If you have opened any such accounts in other online casinos I would recommend contacting casino support and inquiring about potential consequences. Sadly considering these circumstances we can't offer any recourse and the complaint now will be rejected. Even though we couldn't help you on the occasion, please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
