Verde Casino - Player's winnings have been confiscated due to multiple account issues.

Hello, I have been playing at Green Casino for a while. I then chose to self-exclude for gambling purposes but after a few months, I retracted the self-exclusion via email, stating that I was not a compulsive gambler, and started playing again. I managed to win €27,000 on the slot machines and tried to withdraw the amount. They asked for my documentation and after three days of waiting, I tried to access my account but found it had been blocked. I spoke with them via chat and they found another account under my details (without documentation). This account was managed by my brother who, lacking a card and email of his own, had used mine (a secondary email). I wonder why they did not alert me to the potential issue before it became a problem. A few days prior, I had won €80 and was able to withdraw it without any issue. They did not inform me that there was a problem then. I am certain if I had known there were potential issues, I would not have gambled with my own money and instead tried to resolve the problem first. Do you have any peaceful solutions to this dilemma? Sincerely, €27,000 is not a small amount, and if the casino also made a mistake, we need to come to an agreement.

Dear cristianbellafiore,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Verde Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your brother used the same email address and payment method as you?

Has he accessed the casino from the same device as you?

Kindly bear in mind that many casinos verify a player's personal information only after they've requested a withdrawal. If your account was previously verified, it's possible that the casino performed additional verification only after you requested to withdraw the significant amount of €27,000.

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

Veronika

Yes, the same device because his device didn't allow him to access based on location, he said it wasn't possible in his country and so we used mine for both of us

Hello cristianbellafiore, Veronika

Here is some information re the case:

1) Player Id: 52532828 (registered under cristianbella**ore711@gmail.com) - the owner of the account is C. Bellafiore

Used multiple bonuses.

2) Player Id: 52748334 (registered under cristianbella**ore@libero.it) - the owner of the account is C. Bellafiore

Multiple bonuses were used.

Dear @cristianbellafiore can you please clarify if you and your brother are twins, also hold the same names.

Thank you in advance!

Hi Veronika, my brother and I are not twins and we don't even have the same name if you're interested to know. My brother's registration was not available in his country i.e. my country too and so another account was made with the same credentials excluding email and documents. Only it wasn't managed by me that's all! now with your rules that I wasn't aware of, this news comes out, I'm sorry about this situation because I played with my money, at this point I gave it to you. And then the win was made without any bonus. And the bonuses I acquired were made with deposit and then completed. So I don't understand where I went wrong, I did everything with your consent, you manage the site, not me. A few weeks earlier I had made a withdrawal of €80 with the same account that you blocked and you didn't notify me of the anomaly and I, like an idiot, thought I would win by playing pastime and deposited. So now I would like to come to a conclusion through the judgment of this community of complaints. Unfortunately, playing with my own hard-earned money, I can't help but complain if I got one thing wrong and you got 10 things wrong

Kind regards Cristian

Dear Verde Casino representative,

Thank you for getting in touch with us and providing us with additional information.

Dear cristianbellafiore,

I am sorry to inform you that creating multiple accounts with the same credentials is strictly against the Terms and Conditions. Even if it was your brother who used your account and you truly had nothing to do with it, it is impossible to prove it and confront the casino.

As you may read in the Terms and Conditions:

5. OPENING YOUR ACCOUNT

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.

6. VERIFICATION OF YOUR IDENTITY; MONEY LAUNDERING REQUIREMENTS

6.1. In consideration of the rights granted to you to use the services, you represent, warrant, covenant and agree that:

6.1.1. You are not under the age of 18 or any legal age required for gambling or gaming activities under the law or jurisdiction that applies to you;

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.