The player from Germany had trouble withdrawing winnings from an online casino. The casino accused her of holding multiple accounts, which she denied. After reviewing the case, we had found evidence from the casino that indicated two accounts were created with almost identical personal information, and bonuses were used. This led us to conclude that the player's complaint was unjustified, and we were unable to proceed with the resolution.
Verde Casino - Player's winnings confiscated due to alleged multiple accounts.
Amount: €700
Verde Casino
Safety Index:Very highSafety Index
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9.2
Verde Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I am being accused of having two accounts, which is not true. Now my winnings are not being paid out and my account has been blocked .
Automatic translation:
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1 year ago
Dear dannemanntammy7186,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
- Have you accumulated your winnings with the help of bonuses?
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,
Tomas
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1 year ago
Dear dannemanntammy7186
Please kindly let us know if you recognize the e-mail address tammy**86@hotmail.com ?
Please kindly confirm that you are using Samsung Galaxy S21 Ultra 5G at the casino.
Thank you for cooperation!
Best regards
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1 year ago
Translation
Nobody has access to my email.
I have passed the KYC verification.
The winnings were earned without bonuses.
Automatic translation:
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1 year ago
Thank you for the reply to both parties.
Dear dannemanntammy7186,
Could you please respond to the questions of the casino representative regarding the email address and used mobile devices?
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1 year ago
Translation
I play via Icecasino with the email tammy7186....
If this email is at verde Casino, I don't know why because I only play here via kai-uwe.... and I have never used these other emails.
Automatic translation:
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1 year ago
Dear Tomas,
We can confirm, that both accounts have a similar data, both have the depositing history, both used bonuses.
Kind regards
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1 year ago
Translation
That's not true I want my winnings I didn't play through tammy7186!
Automatic translation:
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1 year ago
Dear casino representative, please forward me the proof of your claims regarding the 2 accounts (matching personal information and bonus histories) to tomas@casino.guru
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1 year ago
I apologize for the delayed response.
Dear dannemanntammy7186,
Unfortunately, the evidence from the casino points to the 2 accounts being created in November and April this year, with almost identical personal information, and bonuses being taken advantage of.
Under these circumstances we cannot continue with the resolution of your complaint and the complaint will be rejected as unjustified.
I am sorry we could not be of more help. Even though we couldn't help you on the occasion, please do not hesitate to contact us if you run into issues with any online casino in the future.
