Casoo Casino - Player has been accused of opening multiple accounts.

I decided to open an account at this casino, but after registering, it gave me the feeling that I had already played in a similar one with the same graphics. When in doubt, I contacted livechat, after entering my personal data, asking if I had a duplicate account to be sure if I was not violating the duplicate account terms and rules. After reviewing my registration, people confirmed that I didn't have a duplicate account and that I could play.

After several deposits, totaling 162 euros, I requested a withdrawal, and to my surprise, I received an email saying that my account was blocked because it was duplicated. The most interesting thing is that the casino detected this through the payment method, on the first deposit, made by skrill, and even then it did not inform me that the account would be duplicated. I made 4 more deposits, and nothing, no warning. When I won something, and requested a withdrawal, I was told that the account was duplicated. Well, I feel hurt by the false information that the casino agent gave me, because if you told me that the account was duplicated I would not make the deposit. But even if the agent did not have information about the payment method, right after the first deposit that was made by skrill, the casino detected the duplicate account for that reason, and even then it did not warn me of the situation, continuing to receive my deposits . Only after 162 euros paid in 5 deposits, when a withdrawal was requested, did the casino remember that it had a duplicate account. I was deceived by the casino for the false information of duplication of accounts, and fortunately I managed to win some prizes which allowed me to make the withdrawal, because if it had not happened, I would continue to deposit at the casino, unaware that the account was duplicated, all this simply by the false information that the agent gave me, which gave rise to my confidence in depositing at the casino. Therefore, if I broke the rules without knowing it and was penalized for the suspension of my account and the cancellation of a withdrawal of 400 euros, the casino also broke them, receiving my deposits after the system recognized the duplicate account by my first deposit . At the very least, due to the false information they gave me, they should return the amount of the deposits made to me, since they would not be valid for a possible withdrawal

Dear Bufalo42,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your problem.

We will contact the casino and ask for their standpoint, but, before we do so, could you please advise how many payment methods you’ve used to deposit funds into your account? Were they all registered under your name? Could you please advise if you’ve redeemed any promotional offers from this casino?

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

The methods I used were 3, ATM, paysafecard and skrill.

The first deposit was by skrill, and apparently it was there that they detected duplicate accounts.

Not knowing that my account would be duplicated, after the information the agent gave me, I made 4 more deposits, on different days, and the casino never mentioned that my account was duplicated. The first 4 deposits enjoy a bonus, in which despite not having won anything, the wagering requirements have been met. The last deposit of 40 euros, without bonuses, made by skrill, I managed to obtain some prizes having a balance of 700 euros and asking for a withdrawal of 400. After sending the documentation, the casino blocked my account for the reason of being duplicated, and only then did I learn that I had duplicate accounts. I have been playing for over 10 years and have had over 100 online accounts from different casinos and I am familiar with the rules and conditions of duplicate accounts, so I asked the agent (since the site seemed identical to the one I had already played), if I would have my account duplicated.

As he said no, I was rested and made some deposits calmly. The most recent information that the casino transmitted to me is that I was going to close my account, and that the decision was irreversible, since in addition to the same payment method, I took advantage of the bonuses on both accounts, and decided to return the amount of 40 euros corresponding to the last deposit, which had no bonus. Interestingly, it was in that deposit that I got a balance of 700 euros that were blocked by the casino. I know that in total I deposited 162 euros in 5 deposits, and thankfully I requested the withdrawal, because otherwise I would almost certainly have deposited more money, and the casino would continue to receive and not report duplicate accounts. The terms and rules of the casino regulations are very explicit. If you had not asked the agent if you had a duplicate account, you would not be making this claim and the most certain thing would be to ask the casino, which account would be duplicated, in order to confirm the veracity of the decision. In this case, I still don't know what the other account was because the casino didn't tell me. That said, it was fair for the casino to pay me the withdrawal and not the deposit I made without a bonus, because my winnings were not with bonus money, but with real balance, and I don't even talk about the other 300 euros I had on balance. Or in the worst case scenario, return the total deposits to me, of 162 euros, since they were made in good faith, following the wrong information from the casino agent.

Thank you very much, Bufalo42, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Bufalo42!

I will try my best to help you with your issue. I would like to ask Casoo Casino to join this conversation in order to resolve the complaint.

As I already mentioned, I have already opened accounts in several casinos, from different companies, and in the overwhelming majority when an account is opened and you get a first deposit bonus, with payment by e-wallet with the same email from the customer, it is a sign that there is another duplicate account, since it has happened to me in some casinos, requiring a deposit with bonus and it is not credited, because the system recognized that the payment method was the same as a previously registered account and the bonus was not granted. Other casinos, like the example of the nv direx company, which owns a lot of casinos, when I make a deposit in an account that I registered new, through skrill (my first deposit is always through my skrill account), they won't let me do the deposit because they recognized that the payment method was already registered in a previous account. Now, if your system when I made the first deposit with bonuses and acknowledged that the account was duplicated, following your reasoning, how was it possible to obtain 3 more deposits with bonuses, since the account was already marked as duplicate?

I am not going to comment on how verification is carried out on your system, but it is regrettable that after your system accuses the duplication of accounts, it authorizes the continuation of deposits, and even more with bonuses. Regarding the withdrawal, it was obtained with gains from a deposit without bonuses. My luck was to have won something and to request a withdrawal, if not today I could be depositing in your casino, with bonuses or without bonuses, and my loss would be even greater.

Dear Casoo Casino representatives,

I would like to ask you, do the two accounts of the player share the same personal details?

Also, I would like to kindly ask you to provide the relevant details via email. You can reach me on 'martin.d@casino.guru'.

Hi team!

The required screenshots were sent to the email

Thank you.

Best Regards

Andrei

I never enter personal data in the register other than. All registrations I make in casinos, my name, address, date of birth, country, etc., are always the same.

Hello all!

After careful examination of the evidence provided by both the casino and the player, our conclusion is following:

We strongly believe that the player should be able to withdraw his winnings in their entirety. We see that the casino's system or procedure was not sufficient to discover multiple accounts since the registration and even after the player himself asked for it and was then led to believe he is able to play without any problems.

Hello

We ask the esteemed representatives of Casino Guru to tell us how we could find a customer's account if:

Client does not have a password match

Client does not have an IP match

Client used a different email

Client used a different nickname

Once again, we can't use first name + last name search. We have more than 150,000 customers in the casino, a huge part of them are Spanish customers. We have over 300 matches with a similar last name.

Verification is always arranged at the time of payment or upon request. No matches were found at the time of the request. Dear team Casino Guru, how were we supposed to find this client? All screenshots were provided.

The client violated the rules - he created a second account in the casino. If the client changes his email again, make a new account, we have to pay again?

Please ask other Casino Guru managers to get involved in this issue.

If I had been referred to the duplicate account, even though I said I didn't have it, after the first deposit by skrill, and that was the reason why you discovered the duplicate account, I would even understand, but you continued to receive my deposits, more 4 precisely and your system never accused anything. I feel hurt. I still await confirmation of resolution.

Dear Casoo Casino representatives,

I am pretty sure, that if the player had a nickname match, we would not be solving any complaint right now. Please note, that password and email matches are quite not relevant, as it is not uncommon for one person to have various email addresses nor the password is important in this discussion at all. According to the documents you sent us, I can clearly see that there was in fact an IP match upon registration. Another fact worth mentioning is, that registration process requires the phone number. The player used the same phone number with both accounts, which is something that your system failed to recognize. Also, the information in the account of the player, that he provided after registration should have been enough to discover any duplicate accounts, if the check was done properly.

Please, bear in mind that the number of your customers and accounts with similar last name is not a relevant factor in this situation, rather an excuse, which we simply do not accept.

The fact that player asked your staff to check if he does not possess another account with the same credentials and you failed to do your check properly and let him use this account is the main reason of our conclusion.

Hello Martin

Could you please indicate where the customer has the same number in both accounts? The customer got one digit wrong - the system didn't recognize his phone as the same one. Due to the blocking of SMS servers, we disabled the SMS check function more than a year ago. We are not obliged to have it.

Also, I don't see where you found an IP match. The client doesn't have an IP match; otherwise, the system would show it. But no. I probably send you screenshots of poor quality, or did you lose them? I can send them to you again.

For our part, we can see that the nickname Buffalo41 was taken, the client created an account under the nickname Buffalo42, this fact did not stop him.

If we were talking about a customer who did not use bonuses, the conversation would be much different, and probably we wouldn't even be here. But the same as with the first account - the client is interested in playing only with bonuses. For us, it is a fact that the client created the second account for the purpose of using the bonuses.

If the respected representatives do not consider the documents sent, then why send anything at all?

Once again, let's focus on the facts I wrote to you above.

1) The client does not have an IP match

2) The client does not have a password match

3) The client does not have a match by email

4) The client does not have a nickname match

5) The client does not have a phone match

The client has a slightly different spelling of his name in both profiles; the same situation is with his address - different spelling in both accounts. The system does not check these parameters, but even if it did there wouldn't be any match.

Next, say that the phone number is the same? Did you look at the screenshots I sent you? I understand that the client got one digit wrong, but what does that have to do with us?

As I asked earlier, take this case to a senior manager.

P.S. I've attached a screenshot of an example of what a customer's account looks like if he has a phone number, password, IP and browser match.

Dear Casoo Casino representatives,

Please, be aware of the fact that the conclusion was discussed internally with the company's management.

As I mentioned earlier, password and nickname match are completely irrelevant factors within this topic. Regarding the phone number match, although, the spelling of the phone number is different, it is the same number, with regards to number of digits and the numbers itself.

Regarding the "slightly" different spelling, I can see that the name of the city is written with no diacritics in one case, but since there is a postal code match, I do not see any problem with that. As for the name, in one case the name contains what seems to be a middle name and in the second case there is only first and last name. However, the matching names are spelled exactly the same.

Date of birth is also exactly the same, which in connection with the other details bring us on total of 5 undisputable matching credentials, that you could use to find out the old account, when the player himself was asking you to do so.

If it were not for the fact, that the player himself requested the check of his account, if it's not a duplicate, perhaps we would have a different opinion. That means, player used all the tools he had available to prevent of using a duplicate account and since it was confirmed by one of your staff members, he was lead to believe he is not doing anything wrong. So once again, we strongly believe, you could have done better with the account check.

We do not see any problem with players playing with bonuses only. The player also used the same payment method when receiving the welcome bonus for the second time. That brings us to question, why he was allowed to deposit again, if there was a payment method match?

Another question would be, would be this situation different if the player did not manage to win from the said bonus?

I would like to ask Casoo Casino representatives to evaluate their decision one more time.

In the case they would not take our conclusion into consideration, we will be forced to close this complaint as 'unresolved' which will have a negative impact on the casino's rating.

Good evening. Whenever I register at a casino, if I have the possibility to play with bonuses, I always do it, as it gives me the possibility to place more bets. Would it be unthinkable and surreal to register again just to enjoy the bonus?!?! It seems that this is what the casino is claiming to say, which is extremely stupid and making a judgment of me as fraudulent and cheating.

I still don't know what the outcome of this situation is going to be, but at least I see the injustice that I was subjected to in believing the CASOO casino agent recognized by the Guru's experts. And I continue to mention that my winnings were obtained on a deposit with no bonus, which invalidates the thesis of taking advantage of duplicate bonus for withdrawal.

Hello, everyone. 

Thank you for your patience. 

Our management has re-evaluated the case, and unfortunately, we still disagree with the decision that was made by CasinoGuru team. 

At the moment of duplicate check request, customer: 

1) Didn't have login IP match 

2) Didn't have password match 

3) Didn't have browser match

4) Used different email 

5) Haven't made any deposits, so payment method duplicate check was not possible

6) Used different spelling for name/surname 

7) Used different spelling for his address 

It was technically impossible to find the customer's second account if he didn't provide additional details 

(second email/correct spelling of a name, surname). We are confident in saying that it's upon customer's shoulders to monitor casino activity and duplications. Adding all this together, we can claim that this was not our mistake. 

But due to our satisfactory relationship with CasinoGuru team up till now and the general desire not to have unresolved cases on this platform that impact our rating, we will return customers winnings (610.44 EUR). Also - if the customer won't break any other rules, he can continue to play in Casoo with his new account. 

Vitor, please visit your Casoo account; 610.44 EUR have been credited to your balance. 

Additionally, we have upgraded our Terms and Conditions with a new rule that will prevent situations like these from happening in the future: 

5.8 Customer Support Team agents can check your account for a duplicate match. However, we cannot guarantee this check’s validity, as agents cannot verify a duplicate match by name/surname.

Customer Support Team can only check accounts based on a few duplicate criteria that our system displays.

More detailed account checks are performed at the time of payouts. Please note that payment systems cannot verify accounts prior to deposit. In order to make sure you do not have a duplicate account, please provide us with all possible email addresses that you may have used for registration.

According to the above-mentioned information, please note that if our customer support agents could not find a duplicate match, it does not exclude a technical possibility that you created a duplicate account and does not absolve you of responsibility for that action.

I want to emphasize one more time: we don't agree with the decision and don't admit our fault. 

I hope this solution is beneficial for all parties. 

Thank you, CasinoGuru team, for your input.

Best Regards

Andrei

Hello all!

Firstly, I would like to thank Casoo Casino's representatives for their willingness to resolve this complaint and their final decision.

Secondly, I would like to ask Bufalo 42 to confirm that you received aforementioned amount in your casino account.

Hello all!

Firstly, I would like to thank Casoo Casino's representatives for their willingness to resolve this complaint and their final decision.

Secondly, I would like to ask Bufalo 42 to confirm that you received aforementioned amount in your casino account.

Good afternoon. Yes, I confirm that I received the specified amount. I thank you for your understanding and I think that justice has been done. I would no longer count on the casino reversing the decision, but, therefore, my opinion on the same, despite this whole situation, becomes positive. I just wanted to suggest to those in charge of the casino if some aspects can be changed in the verification of new customers in the future, being more precise, namely in the case of electronic wallets, to avoid other problems of this kind. I just wanted to make it very clear that I never had any interest in harming the casino or trying to deceive it, and I hope that in the future, as you mentioned, I will be able to continue playing with this account. Well there and good week!

Vítor Oliveira

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.