Verde Casino - Spielerkonten aufgrund von Duplikaten gesperrt.

Hello, good day,

I appear to be facing a dilemma since, due to an innocent error, I had two accounts with the same casino, one created online and the other on the app. I had honestly forgotten about the first one. The fact of the matter is that after spending thousands of euros, I managed to request a withdrawal of my 500 euro winnings. Simultaneously, I realized that my account's phone number had the wrong international prefix, +3 instead of +39, and so I requested a change. A day later, the casino blocked both my accounts and stated that the only way they could unblock the second account is by nullifying my winnings and balance. I find it utterly preposterous that such an oppressive clause exists, one that does not consider the repayment of the money spent nor acknowledging the winnings, given that I have only spent money on both accounts. Would you be able to assist me?

Salve buongiorno,

il mio problema è dovuto al fatto che per un errore in buona fede avevo due account su tale casino, uno fatto via internet ed uno sull'app, sinceramente del primo mi ero proprio dimenticato. Fatto sta che dopo aver speso migliaia di euro ero riuscito a chiedere il prelievo di 500 euro di vincita, nello stesso momento mi ero accorto che sull'account il numero di telefono aveva il prefisso internazionale errato +3 invece di +39 ed ho chiesto modifica. Dopo un giorno il casino mi blocca entrambi gli account e per sbloccare il secondo mi dice che lo puo fare solo azzerando le vincite ed il saldo. Mi sembra assurdo che ci sia una clausola cosi vessatoria che prevede ne il rimborso dei soldi spesi nel il riconoscimento delle vincite considerando che in entrambi gli account ho solo speso soldi. Mi potete aiutare?

Hello sferrara2012,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you create your first and when the second account? Did you deposit into both accounts or claimed bonuses on them? How much was your real money balance when they got closed?

Please note that creating multiple accounts is strictly forbidden and the casino has right to confiscate the winnings and block them.

Looking forward to your answer.

Regards,

Nick

Hi, the first account was opened on April 20, 2024, I deposited and received a real residual bonus of 0, the second account, the one I currently use, was opened on April 26, 2024, I deposited and received a bonus and the balance was 500.06 euros .

I repeat, it was a carelessness from which I gained nothing

Thank you

Salve il primo account è stato aperto il 20 Aprile 2024, ho depositato e ricevuto bonus residuo reale 0, il secondo account quello che utilizzo attualmente è stato aperto il 26 aprile 2024, ho depositato e ricevuto bonus e il saldo era di 500,06 euro.

Ripeto è stata una disattenzione da cui non ho ricavato nulla

Grazie

Hello

We'd like to confirm, that the player actively used two of the accounts, the welcome bonus was used at both, and the other same bonuses. This breaches the T&Cs of the Casino.

Kind regards

I clarified that I used both codes but I repeat in good faith and without any gain, if the use of the welcome bonus needs to be excluded from the fee I can understand it but canceling everything seems incorrect to me, the demonstration of good faith is in the fact that I asked for the telephone number to be corrected, without which it would not have been possible to identify the accident.

Thank you

Ho chiarito che ho utilizzato entrambi i codici ma ripeto in buona fede e senza guadagno alcuno, se c'è da escludere dalla quota l'utilizzo del bonus di benvenuto lo posso comprendere ma annullare tutto mi sembra non corretto, la dimostrazione della buona fede sta nel fatto che ho chiesto di correggere il numero telefonico senza la cui correzione non sarebbe stato possibile individuare l'incidente.

Grazie

Hello sferrara2012,

Unfortunately, creating multiple accounts under any condition is strictly forbidden and the casino has right to confiscate any winnings generated and block all of your accounts.

As you did breach the casino terms, there is nothing we can do as we can't force the casino to change their decision in this case.

We will be now forced to reject the complaint for the above stated reasons.

Best regards,

Nick