The player from Austria reports that his 11-year-old son created an account on the casino platform using his personal information without consent, resulting in a total deposit of €17,650. He demands a full refund and account suspension, emphasizing that the platform failed to verify the account holder's eligibility due to the son's age.
Verde Casino - Player’s account has been illegally opened.
Amount: €17,650
Verde Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 20h 42m 4s
Case summary
yesterday
Public
Public
2 days ago
Translation
Ladies and Gentlemen
I am writing to you on an urgent matter. My son, who is only 11 years old, confessed to me today that he registered an account on your platform on October 4, 2024. He used the email address rr**** s@gmx.de belonging to me, René R*****, his father. He used my personal information to create the account and deposited a total of €17,650 via our credit card - without my consent or knowledge.
We only noticed this today when we received the credit card statement in the mail. After my son saw the statement, he admitted the facts. Since this account was created and used illegally, I request that you immediately refund the entire amount deposited and block the account and all associated data.
Given the circumstances, I would like to stress that my son, who is 11 years old, was not legally allowed to access or play on your platform. After consulting my lawyer, it is clear that your platform bears significant responsibility in this matter.
You are obliged to verify the identity and authorization of the account holder, especially after the first significant transactions. This verification was obviously not carried out and my son should never have been granted access to your services due to his age.
If we cannot reach an agreement on the refund, I will be forced to take the following steps:
To file a formal complaint against my son and your platform.
Report the case to the relevant regulatory authorities and possibly to the press.
We live in Austria, where courts are particularly strict in such cases and value consumer protection highly. While we as parents take a certain amount of responsibility for not having noticed this earlier, your platform clearly failed in its duty of care.
I hope you understand the severity of the situation for our family and are willing to work with us to find an amicable solution. Please let me know immediately what steps we can take to resolve this issue.
You can reach me at my correct email address: rr**** s@freenet.de . I am available at any time for further questions or clarifications.
Thank you for your time and understanding.
Best regards
René R*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
yesterday
Dear Rene1512,
Thank you very much for submitting your complaint. I’m sorry to hear about the situation you and your family are experiencing. I can only imagine how stressful this must be for you, and I appreciate you taking the time to share these details with us.
To assist you effectively, we need a bit more information to understand the case thoroughly:
- Could you confirm if the casino in question has been contacted regarding this issue? If yes, please share any communication you’ve had with them, including their response (if applicable).
- Do you have a detailed transaction history of the deposits made to the casino? This would help us confirm the timeline and amounts involved.
- Has your credit card provider been contacted about these transactions? If so, what was their response?
- Have any attempts been made to withdraw money from the casino account? If so, what happened?
You’re welcome to forward any relevant correspondence or documentation to petronela.k@casino.guru to help us better understand the situation.
To clarify, casinos are generally required to verify the identity of users when a withdrawal request is made, rather than at the point of deposit. If your son used your details to create the account, the casino would not have had a way to identify him as underage at the time of registration or deposit.
While I fully sympathize with your situation, it’s important to note that parental responsibility plays a role in monitoring underage access to online platforms. That said, we are here to mediate and do everything in our power to assist you in finding a resolution with the casino.
Your cooperation is crucial to proceed with this case. Without your input and the requested information, we won’t be able to move forward effectively.
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,
Petronela
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