The player from Germany has been accused of opening multiple accounts. All the winnings have been voided and account frozen. Casino has provided relevant proof and we decided to close this complaint.
Cadoola Casino - Player has been accused of opening multiple accounts.
Amount: €3,500
Cadoola Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello, I deposited € 20 at cadoola casino and won € 3500. I applied for this to be paid out. 1 day later the withdrawals were canceled and my account was frozen. The reason for this is alleged double accounts which I am accused of. In livechat I wanted to know what the username or email of the alleged account was called. But the window is closed immediately and gives me no answer. What can I do against it?? If there is such a thing, why not name the username? They just don't want to pay me my money, that's the reason.
Automatic translation:
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4 years ago
Dear Kuro,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Please forward any relevant communication to petronela.k@casino.guru. Lastly, could you please advise if you have accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Dear casino guru team.
I close a registration from my neighborhood or family because my WiFi is protected and I am the only player in my family.
I only have 1 account on Cadoola.
The support of the casino is very questionable when it comes to seriousness. Since no one talks to me and wishes me a nice day and the chat window closes. You don't give information and you are not customer friendly.
And yes, I received a bonus and played it around without violating the bonus guidelines. The maximum bet was 5 €.
The support confirmed that the € 3,500 in my real money balance is and can be paid out.
1 day later, all the money was canceled and the account blocked.
If you have any further questions, please report immediately. I thank you for any help.
Many thanks.
Edited
Automatic translation:
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4 years ago
Thank you very much Kuro for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.
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4 years ago
Hello Kuro,
I am very sorry to hear about your issue. I will do my best to help you.
Cadoola Casino, could you please shed some light on this case? Thank you very much in advance for your reply.
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4 years ago
Dear @Kuro93,
We would like to kindly inform you, that after the thorough check your account was recognised as duplicate by our Security Department.
In accordance with our Terms&Conditions, this is a direct violation of point 3.3, namely: "Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were taken out of the Duplicate Account, they will be lost and the Casino retains the right to ask for them back. Casino reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotional activity, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation."
Taking into consideration this direct breach of our rules, our Administration decided to close your account and to return your last deposit to your payment system. The deposit has already been returned to you.
This decision is final and non-negotiable.
Our administration wishes you all the best in your future activities.
Best regards,
Cadoola Customer Support Team
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4 years ago
May I request all relevant evidence showing the player had duplicate accounts? You can send it to zuzana.r@casino.guru, it would help us to decide in this case. Thanks in advance for your reply.
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4 years ago
Hi Zuzana,
We would like to inform you that the evidences were sent to your email on August 10th.
Please take a look at them.
Best Regards,
Cadoola Customer Support Team
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4 years ago
Dear Kuro,
We have received relevant evidence from the casino that you used two accounts. I am afraid we will be forced to closed this complaint. I am very sorry but we are not able to share this evidence with you. If you are not satisfied with our decision you can still contact Curacao license authority. Here is the email from Cadola casino website complaints@gaminglicences.com. I hope you understand our hands are tight in this case, license authority may have more options to investigate.
