The player from Austria reported that his 11-year-old son had created an account on the casino platform using his personal information without consent, resulting in a total deposit of €17,650. He demanded a full refund and account suspension, emphasizing that the platform had failed to verify the account holder's eligibility due to the son's age. The Complaints Team attempted to mediate the issue by requesting additional information and extending the response time. Ultimately, the case was rejected due to the player's lack of response to the team's inquiries, which prevented further investigation or resolution.
Verde Casino - Player’s account has been illegally opened.
Amount: €17,650
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month 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:
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1 month ago
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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1 month ago
Translation
Has the casino been contacted?
Yes, we contacted the casino immediately after our son told us about the situation and we received the credit card statement. Unfortunately, we no longer have access to the account and therefore cannot provide a complete overview of the deposits. We ask you to request the transaction data directly from the casino.
Is there a detailed transaction history of deposits?
We do not have a detailed transaction history as we no longer have access to the account. Please request this information directly from the casino.
Has the credit card provider been contacted?
Yes, we reported the incidents directly to the credit card company. Unfortunately, they were unable to help us.
Have there been any attempts to withdraw money?
No, there have never been any attempts to withdraw money from the casino account, nor have there been any withdrawals.
In addition, we would like to emphasize the following:
Our son attempted suicide last Thursday because of this matter. This shows how serious the situation is. We expect a solution and would like to stress that it is unacceptable that an 11-year-old was able to deposit such amounts over weeks without being asked about the origin of the money or legitimacy. We acknowledge that we as parents made mistakes, but the casino also bears responsibility here. We have already informed the media and hope for a quick and constructive response from you.
Thank you for your support.
Automatic translation:
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1 month ago
Dear Rene1512,
It’s clear this has been an incredibly stressful experience for you, and I appreciate you providing these detailed updates.
To assist you further, I would like to ask a few additional questions and clarify some important points:
How was such a large sum not noticed earlier?
Given the significant amount of €17,650, could you provide insight into how these transactions went unnoticed on your credit card statement over the weeks they occurred? Normally, banks implement security measures to alert users about unusual or high-value transactions. Did you receive any notifications from your bank that could have raised concerns earlier?
How does the casino identify underage users?
Since your son used your personal details and payment method to create the account, how do you believe the casino should have identified him as underage? From the casino’s perspective, it seems they were presented with the credentials of an adult, which could explain their inability to detect the underage activity at the time of registration or deposit.
Contacting your bank
While you’ve mentioned contacting the credit card company, I strongly recommend reaching out to your bank directly to clarify the situation. Given the amount involved, such transactions would typically require authorization at multiple levels before being processed. Your bank may have additional options for disputing these charges or investigating further.
Licensing Authority
Additionally, I recommend contacting the Licensing Authority regulating the casino. They may assist you in reviewing the case and determining whether the casino breached its obligations. However, your bank should remain your primary point of contact to address the unauthorized nature of the transactions.
Finally, I’m truly sorry to hear about the emotional toll this has taken on your son and your family. I sincerely hope he is receiving the necessary support during this difficult time. Please let us know if there’s anything further we can do to help mediate this case.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
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3 weeks ago
Dear Rene1512,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
