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

Dear Sabin Alexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any promotional offers? Were those two accounts active at the same time and any of them fully verified? Could you please advise how much was the active balance at the time of your account suspension?

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

Hello, my mother has opened an account a long time ago, later than me, her account was verified but mine was not, when I opened the account I do not remember if I have redeemed any promotion but I think yes or maybe not, in At the time of account suspension, the balance was 0, it just doesn't seem normal to me, they have taken my money and I never have the possibility to collect this money that I have lost in the casino ...

Thank you, Sabin Alexandru, for your reply.

I have checked terms and conditions, and this is what I found https://www.casoo.com/en/static-texts/terms-and-conditions:

"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". We may close any Duplicate Account (but shall not be obliged to do so)."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account per IP address or household. There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. 

If you have won and there were funds being held by the casino we would intervene and try to negotiate. Unfortunately, you have played and lost your funds.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

It is that I do not have two accounts in my name, my mother has an account and I have mine, it does not seem normal to me that I can never recover the money lost in the casino, this is not fair! If I did not ask her in the Chat to the support and I would continue to play and one day I won something that happened, they took away the money I earned and the money that I lost until the day I won something stayed with them, we lose the money and we never have the possibility of recovering it, very unfair!

I truly understand your point of view, unfortunately, as I mentioned earlier you have breached general terms and conditions by registering an account from the same household (IP address, postal address). Even if you did it unintentionally, you went against casino rules which you’ve accepted when registering your account. There is no ground for us to request your lost funds. As I stated earlier, if you’ve won and the casino refused to pay you because of multiple accounts, we would try to help you (even if they had a full right to do so), unfortunately, that’s not the case as the funds have been played.

For the reasons I have mentioned and explained earlier, we will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Curaçao Licensing Authority here: certria@gaminglicences.com. You will find the relevant link if you click on the Validator on the casino’s website. Please let me know how you’d like to proceed. Thank you in advance for your reply. 

Dear Sabin Alexandru,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us 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.