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 ?
Zdravo, sekundarni nalog i sa mojim imenima (bez dokumenata) sa drugom e-poštom, ali ja nisam uspeo, upravljao je moj brat. Međutim, da li mislite da mogu nešto da rešim? Jer ako sam već od početka izgubljen, nema smisla otvarati žalbu. Upravo sam rekao kako su stvari išle, da li mislite da je tako? Da sam znao da tako nešto može da se desi, ne bih se igrao sa svojim novcem, pokušao bih da rešim problem ranije. Pošto sam, kao što je već pomenuto, mogao da igram i osvojim 80 evra, da ih podignem bez problema, bio sam siguran da ništa nije u redu. Pazi, da nisam pobedio i s pravom me nisu blokirali, nastavio bih mirno da se kladim, da li bi me upozorili da kršim njihova pravila? Tek kada sam pobedio i pokušao da se povučem primetili su?!
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.
Ne razumem kako je moguće otvoriti drugi nalog. Da li kazino nema obezbeđenje za ove prekršaje? Da li postoji upozorenje samo kada kupac želi da podigne svoj dobitak? Zašto ne pre? Možete deponovati po želji, bez ikakvih problema iu ovom slučaju možete imati čak 10 računa...
To je, u najmanju ruku, sumnjiva politika.
Zato ne igram ovde.
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.
Podigao sam 80€ sa naloga koji su blokirali a drugi račun je već postojao, mogli su me odmah obavestiti
Šta da kažem da sam znao da postoji ovaj problem, ne bih ovako bacio novac, a onda me blokirali, apsurdno
Podigao sam 80€ sa istog računa koji su me blokirali a drugi je već registrovan
Mogli su da me blokiraju odmah, ali su me umesto toga pustili da igram i mirno uplaćujem novac dok ne osvojim taj iznos
Ne razumem kako je moguće otvoriti drugi nalog. Da li kazino nema obezbeđenje za ove prekršaje? Da li postoji upozorenje samo kada kupac želi da podigne svoj dobitak? Zašto ne pre? Možete deponovati po želji, bez ikakvih problema iu ovom slučaju možete imati čak 10 računa...
To je, u najmanju ruku, sumnjiva politika.
Zato ne igram ovde.
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."
Podigao sam 80€ sa istog računa koji su me blokirali a drugi je već registrovan
Mogli su da me blokiraju odmah, ali su me umesto toga pustili da igram i mirno uplaćujem novac dok ne osvojim taj iznos
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.
Nadam se da mi možete pomoći, sve sam uradio nesvesno
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. 🙏
Dobro jutro, danas mi je ponovo poslat mejl da moram ponovo da učitam dokumente iz verde kazina, ali jutros sam uploadovao sve što imaju ovo, ali se prave da se ništa nije desilo, ali da li je moguće?? Spavam 2 nedelje otkako se borim sa njima
evo ga, to rade svaki dan
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.
Dobro jutro, postavio sam sva dokumenta, danas su mi poslali mejl da moram da pošaljem sliku lične karte, koju sam i ja postavio prvu, ali sam i danas ponovo postavio dokument, svaki put sam sarađivao sa njima , ali svaki dan isti mejlovi, iste stvari, čekam sad da vidim šta će mi tražiti da overim ličnu kartu, jer sam bio dobar i čekao skoro 3 nedelje, što mi se ne čini normalnim s obzirom na to da igram i meni su potrebna povlačenja, da i sada govore iste stvari a Fani mi to ne verifikuje i onda da bih mogao da odustanem pravim sebi pravdu svuda jer ono što Fani njima nije tačno uopšte...nadajmo se koji se drže u redu i rade prave stvari i prave stvari pa smo svi u redu...hvala
Evo mejla, poslednjeg koji su mi poslali danas
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.
Ne, moj nalog još nije verifikovan jer svaki dan šalju mejl i traže iste stvari, ali ja uvek pošaljem ono što su me pitali, ne znam da li žele još, ne čini mi se u redu na sve... hvala
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. 😊☘️
Da, hvala vam puno, prijatan dan
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