The player from Sweden has been accused of opening multiple accounts. Subsequently, the account has been closed. Casino provided us with sufficient evidence which shows fraudulent activity on player's account. We rejected this complaint.
Casoo Casino - Player has been accused of opening multiple accounts.
Amount: €12,000
Casoo Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
deposited money at casoo casino I have never been a member there before and have only created 1 account.
I started playing the slot machine and won
12,000 euros with real money. I did not use any bonus. when I would then request a withdrawal, I had to verify my account and it was verified. then they explained to me that it was only possible to withdraw money with jeton or cryptocurrency. so I created a jeton account and was going to request a withdrawal from casoo. but then my account was blocked! I wrote to the chat and got the answer that my account was under investigation and that I would wait.
today monday the 13th of july i got the answer that they closed down my account due to double accounts. I only have 1 account with casoo and only used my mobile network and home internet.
I will send over all the evidence needed for account balance / chat conversations with casoo to you at askgamblers.
casoo refuses to pay my winnings of 12,000 euros. they claim that I have violated their t & c rules
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4 years ago
Dear Dojan,
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? Have you redeemed any promotional offers in the past in this casino? Any relevant communication can be sent to petronela.k@casino.guru. 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
Hi no no one has opened an account, I'm just playing on my Wi-Fi and my mobile network. They lie because everything was approved first they would pay out then they block my account. I have pictures when I wrote with them. Yes I did not do anything wrong so would be grateful if you help me with this.
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4 years ago
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I have not used any bonuses or promotions.
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4 years ago
Thank you very much Dojan for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
I looked at your complaint and will do my best to help you. I would like to invite Casoo Casino into this conversation. Could you please forward any relevant evidence proving that the player has opened multiple accounts to my email: viliam.v@casino.guru. Thank you in advance.
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4 years ago
Translation
Hello,
I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.
I also ask myself the questions:
Can casoo prove that we have been logged in at the same address?
How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?
I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.
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4 years ago
Translation
Hello,
I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.
I also ask myself the questions:
Can casoo prove that we have been logged in at the same address?
How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?
I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.
can also add how I even found casoo casino.
Sebastian called me and told me he won at casoo. That's when I logged in and created an account. We were never with each other or played under the same roof. but only talked on the phone.
that casoo then think I'm sebastian?
Is very strange to me.
how do you get this together?
why do you mix him in with me?
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4 years ago
Translation
Hello,
I do not think the evidence holds. both me and sebastian can verify us as real people.There is no fraud attempt in this. we / I will be happy to provide you with what you need for it to be proven. we do not share accounts and we have our own identities. we do not live at the same address either.
I also ask myself the questions:
Can casoo prove that we have been logged in at the same address?
How can casoo link me with Sebastian when we have not been logged in at the same address but know each other in real life?
I think it feels like casoo is just trying to come up with something to avoid paying out the winnings. there is no indication that I have abused your t & c and or committed any form of fraud. I'm asking you casino guru how can we move forward with this? I feel so cheated.
can also add how I even found casoo casino.
Sebastian called me and told me he won at casoo. That's when I logged in and created an account. We were never with each other or played under the same roof. but only talked on the phone.
that casoo then believes that:
A: the customer uses two accounts and got confused which has an active withdrawal.
B: two customers from one household use each other's accounts.
Is very strange to me,
when it's not true! We are only two completely different people who have created an account each in their own place.
how do you get this together?
why do you mix him in with me?
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4 years ago
Dear Dojan97,
Casino provided us with sufficient evidence which shows fraudulent activity on your account. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with our solution you can contact license regulator under which operates Casoo Casino, just write an email to address: certria@gaminglicences.com
Thank you for understanding.
