Verde Casino - Player's account marked as duplicate after winnings.

Dear hschmidt2104,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that creating multiple accounts is prohibited by the vast majority of online casinos and it doesn't matter whether the previous account(s) was closed or not.

• Could you please advise if any of your accounts were verified?
• Did you activate bonuses on any of your accounts?
• Did you discuss the option of reopening the old account or opening another account with the casino?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, yes the new account was verified, the first one was not. I played with bonuses. But only won with real money.

I also have everything by email. The closure of the first account etc.

Hello, the casino would like to confirm the following re the case:

1) Player has multiple active accounts, which is prohibited

2) Player used welcome bonuses and other promotions on both accounts

3) Both accounts were blocked at 15.04.2024 10:34:59 (UTC)

Hope this clarifies

Regards

Beka Lawyers in Bielefeld will clarify this. A complaint will be filed.

Hello everyone,

Thank you both for your replies.

hschmidt2104, please understand that just because the first account was closed you are automatically allowed to create and use another one. This is prohibited pretty much in every casino and if you activated bonuses on both accounts you gained an unfair advantage over the casino.

Dear Verde Casino,

Do I understand correctly that both accounts were active at the same time? Could you please briefly describe the player's activity and specify which bonuses were activated on both accounts? If necessary, you can provide any supporting evidence to kristina.s@casino.guru. Alternatively, you can post it here. 

Hello, sure

Both accounts used the welcome bonuses, reload bonuses and lots of bonuses, activated via promo-codes.

We can't say the accounts were used at the same very time, but both of them got blocked 15.04.2024

Regards

Please read screenshots, all information attached. Also the confirmation of the account closure on March 10, 2024

Alright, hschmidt2104, I am afraid that in this case there is not much we can do and I will now close this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, and bonus abuse (claiming the casino's welcome offer and other bonuses more than once).

The casino acted in accordance with its terms and conditions, and we accept its decision. I strongly advise against engaging in similar actions in the future, such as attempting to open multiple accounts at any gambling establishment, as this may likely result in encountering similar issues.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Verde Casino Team, for providing information and for your cooperation!