Cobber Casino - Player’s winnings confiscated due to alleged multiple accounts.

Cobber casino would not pay me my legitimate winnings, claimed I already had an account with them and the account that I had just set up and made the winnings in was as such a second account in violation of their t and c’s.

After setting up the account I made 3 deposits totalling around $450, I did not utilise deposit bonuses. Quite soon after playing I had a big win and after losing some of it I withdrew the remaining $4,500 having completed the verification steps and had my account confirmed by cobber.

Around 24 hours later I got the email about having multiple accounts and they had cancelled my withdrawal we’re going to refund my $450 in deposits and wanted me to withdraw that and they would delete my account. There was no chance I had another account from an earlier time with cobber and I spent days sending emails trying to get them to provide some evidence - they would not and I came to the realisation that their casino was a scam

Hello zy52g5rb6p,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cobber Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Does anybody else from your household owns an account in this casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

The account was opened only a few days before this correspondence I will attach which was when they informed me of the cancellation of my winnings

i live alone and no one I know has an account with this casino to my knowledge. I did not play with any bonuses

the last correspondence I had with them was on around the 8 may - I have also attached screenshots - as I was threatening legal action they had someone who seemed like a legal counsel responding at this point but were basically stonewalling my requests for evidence of the second account which they were using as the basis to steal my winnings

anything else you would like to know I’m happy to help

Thank you zy52g5rb6p for all the information provided. As it would be great to see a concrete evidence from the casino regarding the multiple accounts, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Many thanks

Dear zy52g5rb6p,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I want to inform you that I've already contacted Cobber Casino's representatives and currently am awaiting their response. I will keep you updated on any developments in this case as soon as possible.

Thank you in advance for your patience!

Best Regards,

Kubo

Hi Kubo,

very much appreciate your assistance with this. There has been no new developments since the information you have alteady.

i have been using online casinos for over 10 years and never experienced anything like this so I believe it to be a deliberate tactic by the casino to deprive me of my winnings, perhaps because I was a new customer and had not yet made any deposits

if there was a second account with my name or email etc associated with it, it wouldn’t hard to show me some supporting evidence without revealing sensitive information or at least some specific information like when it was set up etc. they flat out refused to do any of that which was a big red flag to me

I came to this site because it was based on this sites excellent reviews and rating of cobber that I joined in the first place so I thought you would also be particularly interested in their actions

once again I appreciate you n helping me

kind regards

j****

also just lastly - my account was. Verified by cobber prior to any mention of a second account - I always make sure my account is verified before I start playing at a new Casino because I am wary of tricks like my like this, so une second account if there was one luck surely have been picked up during the verification process, in my experience it would normally be picked up when you try and sign up

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you i really do appreciate your effort and hopefully we may save another person from this experience. I very much doubt you will hear from them, what they did to me was so obviously cheating me of my winnings it was almost like they werent trying to hide it, it was shockingly blatant - they should not have a safety rating of anything other than high risk

Dear zy52g5rb6p,

I must inform you that I have already received a response from Cobber Casino's representative outside of this thread, which, unfortunately, includes evidence substantiating the accusations of opening multiple accounts at the casino. While I am unable to disclose specific details due to their confidentiality, I must objectively state that I find these proofs compelling in this case. There is significant matching data between the two accounts, both of which have records of depositing and gameplay activity.

Based on these reasons, I must reject this complaint as unjustified. Creating duplicate accounts, even with good intentions, constitutes a serious violation of the Terms and Conditions of most casinos, and is typically subject to penalties.

However, if you are confident that you have not violated any casino rules, I recommend contacting the Curaçao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo