The player from Portugal had his account blocked and winnings voided after his wife created an account under her name. Additionally, the funds deposited in the wife’s account where from the player’s card. After a closer examination, we rejected this complaint as unjustified.
Casoo Casino - Player’s account has been blocked after his wife opened another account under her name.
Amount: €1,000
Casoo Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
Casoo Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
well the situation is as follows, i registered my account at the casino and everything was going well, in the meantime i asked to be part of the casino's affiliate program, in order to be able to help promote the casino in my contact network, by speaking with my wife on the matter she created an account to see how it worked and give her opinion, i paid her account with my neteller card, now they accepted the payment and one day after my account was blocked and without access to 600 euros of earnings, they don’t give me back the money they say I violated two accounts with duplicate accounts, well I didn’t even do two accounts, I just paid my wife’s bill so she could try something that normal households do, I’ve tried to explain but they don’t want to know, they even told me to talk to your friends and acquaintances and promote the casino. now they take people to experiment and keep their winnings, in my wife's account there was no win, at no time try to cheat the casino it is not part of my life to be a knocker
Automatic translation:
Public
Public
4 years ago
Dear Pedro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"You warrant that: You are the rightful owner of the money which You at any time deposit in Your Account."
This rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case.
Furthermore, another rule hasn’t been followed when your wife opened another account under her name:
"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".
I’m very sorry but we can’t help you with this case. If there is any additional information, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
Public
Public
4 years ago
Translation
for me things are very simple, casino accepted my card, and also accepted my wife's account, received all of her money, and then comes to claim duplication of accounts and fraud, well if I didn't accept the money at the beginning,, but they don’t accept the money they keep it and then block it. sad world of the corrupt
Edited
Automatic translation:
Public
Public
4 years ago
Dear Pedro,
Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are generally annulled. I recommend checking our Fair Gambling Codex for more information:
https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts
Unfortunately, I’m forced to reject your complaint now. Please understand, that breaching these essential rules led to confiscating your winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case.
