Verde Casino - γενική συζήτηση (σελίδα 4)

I understand, but the most sensible thing to do in this case was to withdraw the money and inform the casino about the next course of action to avoid such a situation. Setting up a second account was not the best idea. 

However, as already mentioned, if you think that the casino made a mistake, then you have the option to open a complaint on this link. Our team will investigate your case and see what happens. 

Are you in ? 

Γεια, τον δευτερεύοντα λογαριασμό και με τα ονόματά μου (χωρίς έγγραφα) με άλλο email αλλά δεν το κατάφερα, τον διαχειριζόταν ο αδερφός μου. Ωστόσο, πιστεύεις ότι μπορώ να λύσω κάτι; Γιατί αν είμαι ήδη χαμένος από την αρχή, δεν έχει νόημα να ανοίξω μια καταγγελία. Απλώς είπα πώς πήγαν τα πράγματα, πιστεύεις ότι είναι σωστό; Αν ήξερα ότι μπορεί να συμβεί κάτι τέτοιο, δεν θα έπαιζα με τα χρήματά μου, θα προσπαθούσα να λύσω το πρόβλημα νωρίτερα. Εφόσον, όπως προαναφέρθηκε, μπόρεσα να παίξω και να κερδίσω 80€, να τα αποσύρω χωρίς πρόβλημα, ήμουν σίγουρος ότι δεν υπήρχε τίποτα κακό. Προσοχή, αν δεν είχα κερδίσει και δικαίως δεν με είχαν μπλοκάρει, θα συνέχιζα να στοιχηματίζω ήρεμα, θα με προειδοποιούσαν ότι παραβαίνω τους κανόνες τους; Μόνο όταν κέρδισα και προσπάθησα να αποσυρθώ το παρατήρησαν;!

Hi there.

This is a very sad story, indeed.

Frankly, the way I see it, you made several mistakes. Please note you just can't create the second account and then let your brother, or anyone else, manage it. This is strictly against the most common terms and conditions.

From my point of view, the most important part seems to be the timeline.

Imagine this:

One day your first account in the casino was established - all good. You managed to withdraw 80€ without any issues.

From which account did you manage to withdraw, please? In my eyes, this a very important question I feel we need to clarify first.

If you are interested in learning more about this particular issue in a more general manner, please check out the article called "Player verification and duplicate accounts"

Let me know what you think about it, if you don't mind.

Aditionally, it is your turn to update the complaint, this green link gets you to the proper section.

Δεν καταλαβαίνω πώς γίνεται να ανοίξεις δεύτερο λογαριασμό. Το καζίνο δεν έχει ασφάλεια για αυτές τις παραβάσεις; Υπάρχει ειδοποίηση μόνο όταν ο πελάτης θέλει να αποσύρει τα κέρδη του; Γιατί όχι πριν; Μπορείτε να κάνετε κατάθεση κατά βούληση, χωρίς κανένα πρόβλημα και σε αυτή την περίπτωση μπορείτε να έχετε ακόμη και 10 λογαριασμούς...

Είναι, τουλάχιστον, μια αμφίβολη πολιτική.

Γι' αυτό δεν παίζω εδώ.

Ούγκω

Εκανα 80€ με τον λογαριασμο που μπλοκαρανε και ο αλλος λογαριασμος υπηρχε ηδη, θα μπορουσαν να με ενημερωσουν τωρα

Τι μπορώ να πω αν ήξερα ότι υπήρχε αυτό το πρόβλημα, δεν θα πετούσα τα χρήματά μου έτσι και μετά μπλοκόμουν παράλογο

Τράβηξα 80€ με τον ίδιο λογαριασμό που με μπλόκαραν και ο άλλος ήταν ήδη εγγεγραμμένος

Θα μπορούσαν να με μπλοκάρουν αυτή τη στιγμή, αλλά αντ' αυτού με άφησαν να παίξω και να καταθέσω ήρεμα μέχρι να κερδίσω αυτό το ποσό

You know it's not wise to compare withdrawals and deposits because both transactions are very different, especially regarding checks.

When you deposit at an online casino, there are no actual checks made on the casino's side. It is just a simple money transaction. Equal to when buying gasoline at the gas station and paying by card.

On the other side, when you submit a withdrawal request, the whole process of checking needs to be done because the casino must be perfectly sure you have never violated any casino terms, used only payment methods registered to you, and followed other policies.

So, unless you ask the caisno to perform the KYC (know your customer) right after the registration, there is a pretty high chance that a second account will go unnoticed.

I understand it feels like a gap to catch players, but I guess it is pretty common knowledge that creating a second account is prohibited in every casino performing KYC verification.

Did you read the article I sent you, please? It says:

"We accept that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino. Not because we think it's the right way to do it, but because it's the industry standard, and we cannot penalize all casinos that don't enforce the 'one account per player' rule the way we consider best. However, we believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected."

Hello, and thanks for the information. So you withdrawn the initial €80 through the first account. Now comes the important part, I'd say. Did neither of these accounts get verified back then? Sometimes casinos allow lower sums to be withdrawn without full-scale verification, which may result in your situation when a second account is registered along the way.

But as we believe:

"To prevent duplicate accounts, it is feasible and effective to check for duplicate accounts during the account creation process. We don't mean a full know your customer (KYC) procedure that would involve ID verification, but a quick check of personal detail combinations that would only be shared by two separate people in very rare exceptions, such as first name, surname and date of birth. If the casino doesn't require this information during the registration process, it should start doing so.

In most cases there will not be a match and the casino can let the player play, only triggering a full KYC procedure when the player submits their withdrawal request. However, if the casino does get a match, it is likely that the player already has an account. In these cases, notify the player and/or ask them to complete a KYC procedure to make sure that they don't already have an account.

If this is not technologically feasible, the casino shouldn't punish players who created a second account unknowingly and didn't intend to abuse the welcome bonus. If the player hasn’t caused you any harm, it's best to contact them and find an acceptable solution for both involved parties, such as keeping one account opened and closing the other one(s)."

I hope there is a way to help you.

Ελπίζω να μπορείτε να με βοηθήσετε, έκανα τα πάντα εν αγνοία μου

Hello. I have no reason not to believe you. I just tried to explain that things work somehow in casino, and in certain cases, even the slightest mistake means unpleasant complications.

I'm sorry, but this rule is the common standard. 🙏

Καλημέρα, πάλι σήμερα μου στάλθηκε το email ότι πρέπει να ανεβάσω ξανά έγγραφα από το verde casino, αλλά σήμερα το πρωί ανέβασα ό,τι έχουν αυτό, αλλά κάνουν ότι δεν έγινε τίποτα, αλλά είναι δυνατόν;; Κοιμάμαι 2 βδομάδες από τότε που τους τσακώνομαι

εδώ είναι, αυτό κάνουν κάθε μέρα

Hi, according to the email that the casino sent, these are the standard KYC stuff they need. We give casinos 14 days to resolve the verification, but you say it's been going on for 2 weeks, which is exactly the time frame. 

Anyway, did you try to write to the live chat that you sent the documents and that they are asking you to do the same again ? Do I understand correctly that you have already been successfully verified once and now they want the same documents from you again ? 

I also saw that you already have a complaint and the casino replied to it twice, telling you to complete the verification according to the instructions in the email. So if you have not successfully completed it yet, try to cooperate and upload everything according to the guidelines. If there are still problems, then you have an open complaint and we will try to help you.

καλημερα ανεβασα ολα τα εγγραφα σημερα μου εστειλαν το email που πρεπει να στειλω την φωτο της ταυτοτητας που ανεβασα και την πρωτη αλλα ανεβασα και σημερα το εγγραφο συνεργαστηκα καθε φορα μαζι τους , αλλά κάθε μέρα τα ίδια email, τα ίδια πράγματα, περιμένω τώρα να δω τι θα μου ζητήσουν να επαληθεύσω την ταυτότητά μου, γιατί ήμουν καλά και περίμενα σχεδόν 3 εβδομάδες, κάτι που δεν μου φαίνεται φυσιολογικό. θεωρώντας ότι για να παίξω χρειάζομαι και αναλήψεις, ναι συνεχίζουν να λένε τα ίδια πράγματα ακόμα και τώρα και η Fanny δεν μου το επαληθεύει και μετά για να μπορώ να κάνω την απόσυρση δικαιώνομαι παντού γιατί αυτό που Fanny δεν είναι σωστό καθόλου... ας ελπίσουμε που κρατούν τον εαυτό τους σε τάξη και κάνουν τα σωστά πράγματα και κάνουν τα σωστά πράγματα, οπότε είμαστε όλοι σε τάξη... ευχαριστώ

Εδώ είναι το email, το τελευταίο που μου έστειλαν σήμερα

Okay, so I think you're doing the right thing by trying to cooperate, so if your account isn't still verified, you can mention that in your complaint. Our team will try to help you with the whole situation.  

However, I really hope that the verification will be successful and you will not have further difficulties.  

Όχι, ο λογαριασμός μου δεν έχει επαληθευτεί ακόμα γιατί κάθε μέρα στέλνουν το email και ζητάνε τα ίδια πράγματα, αλλά πάντα στέλνω ό,τι μου ζήτησαν, δεν ξέρω αν θέλουν περισσότερα, δεν μου φαίνεται σωστό στο όλα... ευχαριστώ

I believe that when I read the complaint I can already refute this statement, and in it I learned that you have already managed to verify and now you will wait for your withdrawal. 

I firmly believe that it will already be hassle-free and everything will go smoothly. 

Be sure to let me know if you got your money. 😊☘️

Ναι, ευχαριστώ πολύ, καλή σου μέρα