Casoo Casino - Player has provided false personal data.

So i did creat one account on this casino and start playing. But, when i went to my profile to ADD my personal info i did a mistake and i put some random word in my surname and it ended up like "Tiago Vista" and not "Tiago Costa".

After talking with the live chat they told me to send an e-mail to their security team to change that. So i did that but they told me to send some ID to prove my identity. After that they told me that they can't solve that because they can't prove that's realy me, even with all the information of my ID matching with everything , like first name, adress age , etc etc.

So they blocked my account with 938 euros on it saying that's not possible for them to prove my identity.

Dear tftcosta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, there is nothing we can do for you in this matter. Please understand that providing false personal data is absolutely prohibited in all the online casinos. I would strongly recommend avoiding this kind of action in the future. I understand that you haven’t done it intentionally but unfortunately, it doesn’t make any difference. If you’ve opened your account and realized straightaway your mistake, it would be a different story, but you only fund out when requesting a withdrawal, is that correct?

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.

Best regards,

Petronela

Yes that's correct. I did type the first two letters of my surname wrong, looks like it wouldn't be a problem if it was the second and third letter but since the first letter it's wrong they won't fix that and they already closed my account .

Anyway you can close this topic, they won't change that.

Thank you very much, tftcosta, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck, however, please bear in mind, that it will be very difficult to win this case.

No need to transfer. You can just close, there is nothing to do here. They said they will send the money from last deposit which is the one with i won the money, and i guess that's all .

Dear tftcosta,

I’m really sorry to hear about your unfortunate experience. As per your request, we will now close the complaint as ‘rejected’. I’m sorry we couldn’t 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.