The player from Ireland had accidentally created two accounts with an online casino. When he tried to withdraw his winnings, the casino had closed one account and nullified the winnings, returning only the last deposit and not all of them. The player had disputed this action, citing it as contrary to the casino's terms and conditions. We had explained to the player that creating multiple accounts violated the casino's terms and conditions and that the casino was not obligated to refund all deposits when multiple accounts were detected. The player had understood the explanation and confirmed the receipt of his last deposit, requesting the closure of the complaint. The issue had been successfully resolved.
Joo Casino - Player demands a refund of his deposits after a multiple account closure.
Amount: €2,000
Joo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Last year I accidentally opened a double account at this casino, I made several deposits from 1 to 5 e. When I tried to withdraw my funds, I was informed that my winnings would be canceled, the account closed and the deposit would be sent back to my account because some time ago I have already opened another account. I forgot that I had another account and I completely agree with the decision to close the double account and void the winnings. However, I believe that giving me back only my last deposit not all of them was unfair, as the Terms and Conditions state that only refunds, winnings and bonuses will be confiscated, not my deposits:
"8.2 Besides, any returns, winnings or bonuses that the Player received or accumulated during the time when the Duplicate Account was active the account will be forfeited and may be reclaimed by the Casino. The Player will return to the Casino on demand any funds which have been withdrawn from the Duplicate Account."
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9 months ago
Dear Konradek877,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Joo Casino.
Creating multiple accounts is strictly against the Terms and Conditions. It's important to understand that the casino is not obligated to refund all deposits if multiple accounts are detected, especially considering that these funds were used for gameplay and unfortunately resulted in losses.
Verification checks are typically conducted when a withdrawal is requested, specifically when players win and wish to withdraw their winnings. If the casino identifies the existence of more than one account for a player, any associated winnings are invalidated, and only the last deposit — essentially the "winning" deposit — is returned.
Please let me know if there is anything else I can help you with, otherwise, this complaint will be closed.
Thank you for your understanding.
Best regards
Veronika
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9 months ago
Hi Veronika,
Thank You so much for quick answer,
I wasnt sure how it work in casino but now is clear.
Thank You so much!
Konrad
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9 months ago
I’m glad to be of service. Do you wish to keep this complaint open until you receive your last deposit, or may we close it? Please let me know.
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9 months ago
Please close the complaint, I aleready got my last deposit back 🙂 thank you so much 🙂
Konrad
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9 months ago
Dear Konradek877,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
