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 ?
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 ?
Hej, den sekundære konto og med mine navne (uden dokumenter) med en anden e-mail, men jeg klarede den ikke, den blev administreret af min bror. Men tror du, jeg kan løse noget? For hvis jeg allerede er tabt fra starten, nytter det ikke noget at indgive en klage. Jeg sagde bare hvordan tingene gik, tror du det er rigtigt? Hvis jeg vidste, at noget som dette kunne ske, ville jeg ikke have spillet med mine penge, jeg ville have forsøgt at løse problemet før. Da jeg, som nævnt før, var i stand til at spille og vinde €80, hæve det uden problemer, var jeg sikker på, at der ikke var noget galt. Vær forsigtig, hvis jeg ikke havde vundet, og med rette de ikke havde blokeret mig, ville jeg have fortsat med at satse roligt, ville de have advaret mig om, at jeg overtrådte deres regler? Først da jeg vandt og forsøgte at trække mig, lagde de mærke til det?!
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.
Jeg forstår ikke, hvordan det er muligt at åbne en anden konto. Har kasinoet ikke sikkerhed for disse overtrædelser? Er der kun en advarsel, når kunden ønsker at hæve deres gevinster? Hvorfor ikke før? Du kan indbetale efter behag uden problemer, og i dette tilfælde kan du endda have 10 konti...
Det er mildest talt en tvivlsom politik.
Det er derfor, jeg ikke spiller her.
Hugo
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.
Jeg hævede €80 med den konto, de blokerede, og den anden konto eksisterede allerede, de kunne informere mig lige nu
Hvad kan jeg sige, hvis jeg vidste, at der var dette problem, ville jeg ikke smide mine penge sådan her og så blive blokeret absurd
Jeg hævede €80 med den samme konto, som de blokerede mig, og den anden var allerede registreret
De kunne have blokeret mig lige nu, men i stedet lod de mig spille og indbetale roligt, indtil jeg vandt det beløb
Jeg forstår ikke, hvordan det er muligt at åbne en anden konto. Har kasinoet ikke sikkerhed for disse overtrædelser? Er der kun en advarsel, når kunden ønsker at hæve deres gevinster? Hvorfor ikke før? Du kan indbetale efter behag uden problemer, og i dette tilfælde kan du endda have 10 konti...
Det er mildest talt en tvivlsom politik.
Det er derfor, jeg ikke spiller her.
Hugo
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."
Jeg hævede €80 med den samme konto, som de blokerede mig, og den anden var allerede registreret
De kunne have blokeret mig lige nu, men i stedet lod de mig spille og indbetale roligt, indtil jeg vandt det beløb
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.
Forhåbentlig kan du hjælpe mig, jeg gjorde alt ubevidst
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. 🙏
Godmorgen, igen i dag blev mailen sendt til mig om at jeg skal uploade dokumenter igen fra verde casino, men i morges uploadede jeg alt hvad de har dette, men de lader som om der ikke er sket noget, men er det muligt?? Jeg har sovet i 2 uger siden jeg har slået med dem
her er det, det er hvad de gør hver dag
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.
Godmorgen, jeg uploadede alle dokumenterne, i dag sendte de mig en mail om, at jeg skal sende billedet af identitetskortet, som jeg også uploadede det første, men jeg uploadede dokumentet igen i dag også, jeg samarbejdede hver gang med dem , men hver dag de samme e-mails, de samme ting, jeg venter nu på at se, hvad de vil bede mig om at bekræfte mit identitetskort, for jeg har været god og ventet næsten 3 uger, hvilket ikke virker normalt at mig i betragtning af at for at spille har jeg også brug for udbetalinger, ja de fortsætter med at sige de samme ting selv nu og Fanny verificerer det ikke for mig og så for at kunne foretage tilbagetrækningen yder jeg mig selv retfærdighed overalt, fordi det Fanny dem er ikke korrekt overhovedet... lad os håbe, hvem der holder orden i sig selv og gør de rigtige ting og gør de rigtige ting, så vi alle er i orden... tak
Her er e-mailen, den sidste de sendte mig i dag
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.
Nej, min konto er endnu ikke verificeret for hver dag sender de mailen og spørger om de samme ting, men jeg sender altid det de spurgte mig om, jeg ved ikke om de vil have mere, det virker ikke rigtigt for mig kl. alle... tak
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. 😊☘️
Ja, mange tak, hav en god dag
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