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 ?
Olá, a conta secundária e com meus nomes (sem documentos) com outro e-mail mas não consegui, foi gerenciado pelo meu irmão. Porém, você acha que posso resolver alguma coisa? Porque se já estou perdido desde o início não adianta abrir reclamação. Acabei de dizer como foram as coisas, você acha que está certo? Se eu soubesse que algo assim poderia acontecer, não teria jogado com meu dinheiro, teria tentado resolver o problema mais cedo. Como, como mencionei anteriormente, consegui jogar e ganhar 80€, sacar sem problemas, tive a certeza de que não havia nada de errado. Cuidado, se eu não tivesse ganhado e com razão não tivessem me bloqueado, eu teria continuado apostando com calma, teriam me avisado que eu estava violando as regras deles? Só quando ganhei e tentei desistir é que eles perceberam?!
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.
Eu nao entendo é como é possivel abrir uma segunda conta. O casino nao tem segurança para estas infração? Só quando o cliente quer sacar os seus ganhos é que há um alerta? Porque nao antes? Podes depositar á vontade, sem problemas e neste caso até podes ter 10 contas...
É no minimo uma politica duvidosa.
Por isso nao jogo aqui.
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.
Retirei 80€ com a conta que bloquearam e a outra conta já existia, poderiam informar-me agora mesmo
O que posso dizer se soubesse que existe esse problema eu não jogaria meu dinheiro fora assim e depois seria bloqueado de forma absurda
Retirei 80€ com a mesma conta que me bloquearam e a outra já estava registada
Eles poderiam ter me bloqueado agora, mas em vez disso me deixaram jogar e depositar com calma até ganhar aquela quantia
Eu nao entendo é como é possivel abrir uma segunda conta. O casino nao tem segurança para estas infração? Só quando o cliente quer sacar os seus ganhos é que há um alerta? Porque nao antes? Podes depositar á vontade, sem problemas e neste caso até podes ter 10 contas...
É no minimo uma politica duvidosa.
Por isso nao jogo aqui.
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."
Retirei 80€ com a mesma conta que me bloquearam e a outra já estava registada
Eles poderiam ter me bloqueado agora, mas em vez disso me deixaram jogar e depositar com calma até ganhar aquela quantia
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.
Espero que você possa me ajudar. Eu fiz tudo sem saber
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. 🙏
Bom dia, hoje novamente me foi enviado o e-mail informando que tenho que carregar novamente os documentos do verde casino, mas esta manhã carreguei tudo o que eles têm isso, mas fingem que nada aconteceu, mas é possível?? Estou dormindo há 2 semanas desde que estou brigando com eles
aqui está, isso é o que eles fazem todos os dias
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.
Bom dia, carreguei todos os documentos, hoje me enviaram o e-mail que tenho para enviar a foto da carteira de identidade, que também carreguei o primeiro, mas carreguei o documento novamente hoje também, sempre colaborei com eles , mas todos os dias os mesmos e-mails, as mesmas coisas, estou esperando agora para ver o que vão me pedir para verificar minha carteira de identidade, porque tenho estado bem e esperei quase 3 semanas, o que não parece normal para eu considerando que para jogar também preciso de saques, sim eles continuam falando as mesmas coisas até agora e Fanny não verifica para mim e então para poder fazer o saque eu me faço justiça em todos os lugares porque o que Fanny eles não está correto de jeito nenhum... esperemos que se mantenham em ordem e façam as coisas certas e façam as coisas certas, para que estejamos todos em ordem... obrigado
Aqui está o e-mail, o último que me enviaram hoje
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.
Não, minha conta ainda não está verificada porque todos os dias eles mandam o email e pedem as mesmas coisas, mas eu sempre mando o que me pediram, não sei se querem mais, não me parece certo em tudo... obrigado
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. 😊☘️
Sim, muito obrigado, tenha um bom dia
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