Solverde.pt Casino - El jugador cuestiona la equidad de los juegos de jackpot.

good afternoon

This solverde casino is fraudulent as it is not normal for jackpot prizes to always come out to the same person. we play and do not pay prizes other than 1 player.

boa tarde

Este casino solverde é fraudulento pois nao é normal que os premios dos jackpots saiam sempre à mesma pessoa. jogamos e nao pagam premios sem ser a 1 jogador.

Dear Ana,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Good afternoon

They don't need proof because they have a list of jackpot winners. The Player player is on the lists.

Boa tarde

Não precisam de provas porque têm a lista dos vencedores dos jackpots. O jogador Player estas nas listas. 

Ana, please could you send me a link where I can see this list? Thank you very much.

Dear Ana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I’m very sorry Ana, please could you clarify if the problem is the winnings being paid to the same player or always in the same amount (but different players)? Thank you in advance.

The same player is always paid, the player's name is Player. I've been playing for weeks and never played that jackpot. I play in other casinos and have already left a few times, I have to say that I even question whether there really is that extra jackpot card game because I have never seen it before and I have friends who also play that they have never seen. At Betclic, Bet. PT, Esc online, Betano ... Everyone has this bonus jackpot cards and there is the name of the player who leaves and it is not every day and every game to the same player.

São pagos sempre ao mesmo jogador, o nome do jogador é Player. Eu jogo há semanas e nunca joguei esse jackpot. Jogo noutros casinos e já me saiu algumas vezes, estou com isto a dizer que até ponho em causa se existe realmente esse jogo extra jackpot cards porque até agora nunca o vi e tenho amigos que também jogam que também nunca viram. No Betclic, Bet. PT, Esc online, Betano... Todos têm esse bónus jackpot cards e está lá o nome do jogador a quem sai e não é todos os dias e todos os jogos ao mesmo jogador. 

Thank you very much Ana for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Ana, 

I looked at the complaint and your screenshots. I don't really think it is always the same player winning the prizes. It is quite improbable that somebody would use nickname "player". However, I will contact the casino and we'll see what its standpoint is. 

We would like to ask the CasinoSolverde.pt to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Hi Ana,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I was of more help.

Best regards,

Peter

We’ve reopened this complaint as per both the casino's and player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hi Ana, 

We received a reply from the casino. You are supposed to contact the casino via chat, telephone or email (onlinecasino@solverde.pt). I recommend you do that and let us know about the outcome. Thank you.

Dear Ana,

In order to help you, we suggest that you contact us directly through our secure and official support lines: our chat (10am to 1am every day at casinosolverde.pt), telephone (+351 220047800 from 4pm to 12am) or email ( onlinecasino@solverde.pt ). If you prefer, you can send us an email requesting a contact from us at the date and time that is most convenient for you.

We can guarantee that our online casino, with the largest offer of games in Portugal and belonging to the Solverde group, which has operated physical casinos for over 45 years, is licensed by SRIJ - Game Regulation and Inspection Service. All games are individually certified (including those with jackpots) and all activities are audited, ensuring the correct operation of all transactions.

Your comments and your satisfaction as a customer are very important to us, so please contact CasinoSolverde.pt through our channels.

Cara Ana,

Para a podermos ajudar sugerimos que nos contacte diretamente através das nossas linhas de apoio seguras e oficiais: o nosso chat (10h às 01h todos os dias em casinosolverde.pt), telefone (+351 220047800 das 16h às 00h) ou e-mail (onlinecasino@solverde.pt). Se preferir, pode enviar-nos um e-mail a solicitar um contacto nosso na data e hora que lhe for mais conveniente.

Podemos garantir que o nosso casino online, com a maior oferta de jogos em Portugal e pertencente ao grupo Solverde, que opera casinos físicos há mais de 45 anos, é licenciado pelo SRIJ - Serviço de Regulação e Inspeção de Jogos. Todos os jogos são certificados individualmente (incluindo aqueles com jackpots) e todas as atividades são auditadas, garantindo o correto funcionamento de todas as transações.

Os seus comentários e a sua satisfação como cliente são muito importantes para nós, por isso contacte o CasinoSolverde.pt através dos nossos canais.

Good afternoon

If so, answer the question posed weeks ago.

Boa tarde

Se assim é respondam à questão colocada há semanas. 

Dear Ana,

CasinoSolverde.pt, for the sake of data protection and privacy of its customers, does not publicly disclose the names of the winners.

The information available in our jackpots is related to the value that the last player won, hence the indication "Player".

As we had the opportunity to mention, our online casino is licensed by SRIJ - Game Regulation and Inspection Service. All games are individually certified and all activities are audited, ensuring the correct operation of all transactions.

We remain at your disposal on our official and safe channels to clarify this or any question, in greater detail.

The CasinoSolverde.pt team

Cara Ana,

O CasinoSolverde.pt, por uma questão da proteção de dados e da privacidade dos seus clientes, não divulga publicamente o nome dos vencedores.

A informação disponível nos nossos jackpots é respeitante ao valor que o último jogador ganhou, daí a indicação de "Player".

Como tivemos oportunidade de referir o nosso casino online é licenciado pelo SRIJ - Serviço de Regulação e Inspeção de Jogos. Todos os jogos são certificados individualmente e todas as atividades são auditadas, garantindo o correto funcionamento de todas as transações.

Continuamos à sua disposição nos nossos canais oficiais e seguros para o esclarecimento desta ou qualquer questão, com maior detalhe.

A equipa CasinoSolverde.pt

Thank you CasinoSolverde.pt team for the reply. Ana, can we consider the issue resolved?

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.