The player from Spain has been accused of opening multiple accounts. His deposit was seized, and account closed.
Casoo Casino - Player has been accused of opening multiple accounts.
Amount: €250.03
Casoo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
Public
4 years ago
Translation
As of April 27, 2020, the company "Casoo.com operated by SGS International" contacted them in order to withdraw my
money bank that I had in the account, this is rejected by them and then they proceed to block my account and with it they keep the money I had, without any type of refund on their account.
According to them, they do this because I broke the rules because I was duplicating accounts. Something implausible, to which I have come to the conclusion that it was that I live with a roommate in the same house and when making deposits in the casino it was done by two different cards, one mine and the other my partner's .
Then I have also verified that this company continues to operate in Spain with offering bonds which is prohibited in this country, also in its rules it does not appear at any time that the deposit cannot be made in these ways.
With all the technical support workers that I spoke, they do not answer my emails, moreover, they have blocked me so that I can not send them anything else.
My purpose is to return the money I had earned (since this has happened because I have had profits, if I do not think they would not have blocked it)
In addition to the investigation of this company, which is registered in a tax haven.
Also add that at no time did this company ask me to send them my identity document or any document to verify my identity.
Automatic translation:
Public
Public
4 years ago
Dear Eduardo,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:
"Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts".
"Bonuses can be received once per person (Customer), per household, per address, per mobile phone, per shared computer and per shared IP address. Risk-free bets on any games or services do not count toward the wagering requirements. Winnings from free spins are added to the bonus money balance."
We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you, or your roommate, have redeemed any bonuses in the past? 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
Public
Public
4 years ago
Translation
With my account, no voucher was accepted or redeemed. My partner I think so, but not money if not spins.
Thank you
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Eduardo for your quick reply. I will now transfer your complaint to my colleague Jozef 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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Public
4 years ago
Hello Eduardo.
I am very sorry to hear about your negative experience. We will now try to get in touch with the casino.
Public
Public
4 years ago
Dear Eduardo.
I have finished with evaluation of the case. Since you have clearly breached a few casino T&Cs, we believe you are not entitled to the requested amount and we are forced to reject the case.
Please be aware that the rules below are common in the whole gambling industry and can be also found in the Casoo Casino T&Cs.
By making a deposit you confirm that the payment method used for the deposit belongs to you only and cannot be used by anyone else.
Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services.
We highly recommend you use only your own card for gambling purposes.
If you wish to play with your partner from the same IP adress we recommend you tchoose different casinos or contact the casino support before the deposit, explain the situation and they may provide you with additional solutions.
Please, let us know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
