Giuseppe, a player from Italy, found his account locked two days after he requested withdrawal. He hasn’t received any explanation.
Casoo Casino - Player’s account suspended without explanation.
Amount: €700
Casoo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 years ago
Public
Public
5 years ago
Translation
I poured in this casino on November 18th, the same day I won 700 and made the withdrawal. This remained pending until today November 20th, until I could no longer log in to my account and nobody replied to my mails. I'm afraid I lost the money that I had legitimately won since I never had any problems in paying it until November 18th
Automatic translation:
Public
Public
5 years ago
Hello, Giuseppe.
Thank you very much for submitting your complaint. We are very sorry to hear about your negative experience. The casino should always inform you if they lock your account. Sometimes, the casino emails are recognized as spam or advertisement. Have you checked the spam folder, too?
Best regards, Jozef
Public
Public
5 years ago
Translation
Good evening, no email had arrived before the account lockout.
Only later did I receive emails informing me that my account had become blocked and my withdrawal completely confiscated. We are talking about € 700 that I had legitimately won. Depositing normally and playing normally
Edited
Automatic translation:
Public
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5 years ago
Hey.
Did the casino specify, in email you have mentioned, any reason of blocking and confiscation?
Best regards, Jozef
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5 years ago
Translation
They said it was due because I paid with my mother's ATM and not mine, at that point I explained that I was an inexperienced player and I was ready to send all my mother's documentation for the regular checks, but I didn't never received a reply from that day
Edited
Automatic translation:
Public
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5 years ago
Hey, Giuseppe.
Thank you for sharing your experience with us. Unfortunately, we’re forced to reject this complaint, since, based on the information you have provided, you have obviously breached the casino T&C. We completely understand that if you knew you would have never done it. But it is highly against the rules in most of the casinos.
Best regards, Jozef
