Octocasino - Player's account abruptly closed, refund requested.

I created an account with Octocasino nearly a month ago. In the middle of a game, I was logged out and received an email notification about the closure of my account. I had 7 euros left in the account, which I requested to be returned. It seems that the casino is not interested in resolving the issue. It's possible that this is one of the other companies where I have a self-imposed gambling ban, and in that case, opening an account should not have been possible. Given the circumstances, it would be in good taste to return my entire deposit, which was 70 euros.

Dear Lelisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• What was the reason for your self-exclusion in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey. I registered the account on 12.10. 23. I didn't confirm the account right away, I usually do this when I want to withdraw winnings. I was playing slot games when suddenly the casino logged me out almost immediately after starting the games. I played without a bonus.

Thank you, Lelisa, for the clarification and forwarded email. Can you kindly share the reason behind your self-exclusion from other casinos, and did you consistently use the same email address and personal details for registrations?

I felt I was playing too much so I closed the game accounts. I have registered with the same email address. The personal information is the same, the address has of course changed when moving. Now I tested what happens if I register an account at another casino of the same company. Registration is successful, but after that, logging in is not. A notification will appear: account disabled. So you shouldn't have been able to log in to Octocasino, let alone make a deposit.

• Am I correct in understanding that rather than reactivating your previous casino account, you opted to create a new one with identical credentials, except for the home address?
• Did you use the same email address?
• Was your first account successfully verified?
• Have you already received a €7 refund?

Looking forward to hearing from you.

Hey. You misunderstood, I have not created another account for Octocasino but for another N1 Interactive Ltd casino, the login was not successful there either, but a message appears: your account disabled. I have not received a refund. The problem here is that customer service doesn't seem to handle the issue at all, a month has already passed.

I apologize for the misunderstanding. I observe that your prior player's account (in a different casino) was active and later blocked at your request because you chose to discontinue playing.

• When you requested the block for your previous account, did you mention having a gambling problem?
• Were all the personal details the same, except for the address, due to your recent move?

Thank you in advance for your reply.

Yes, I have mentioned the problem to all the casinos I closed. The personal information is the same.

Thank you very much, Lelisa, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Lelisa,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello!

Thank you for bringing this matter to our attention. After reviewing the situation, we've decided that deposit should be refunded, please keep updated, we will tell when refund will be made.

Thank you for your understanding, and we apologize for any inconvenience this may have caused.

Best regards,

OctoCasino Team.

Great thanks!

Dear Lelisa,

This is great news. Please let me know when you receive the refund.

I haven't received any kind of contact from the casino yet.

I am extending the timer by 7 days. Please inform us of any new information.

I asked about it, here is the answer I got:

Hello,

Thank you for reaching out to us. We appreciate your patience while the relevant department works on resolving your request. We will make sure to provide you with an update as soon as possible

possible. Thank you for your understanding.

Yes, understanding and patience start to run out when almost two months have passed since the first message. You don't get a very good picture of the casino.

Dear OctoCasino Team.

Please, is there any update on the case?

Hello, Lelisa!

Thank you for bringing this matter to our attention. Please check your email inbox

Thank you for your understanding, and we apologize for any inconvenience this may have caused.

Best regards,

OctoCasino Team.

Dear Lelisa,

Are there any updates?

Hey. Account information was requested by email. I'm waiting for payment.

Please, let me know when you receive it.

It hasn't come. It has not even been announced whether it has been paid.

It may take longer due to the holidays, but I am confident that you will receive it. Please inform us when you do.

Not yet. There hasn't even been an answer to my email when I asked about it a week ago.

Lelisa, do you still have no new information?

They don't even respond to shköposts anymore. I don't think I'll get any money, you liars.

Dear Octocasino team,

Could you please provide an update on the matter?

Dear Elisa,

We sincerely appreciate your bringing the matter to our attention, and we apologize for any inconvenience you may have experienced. Our team is diligently investigating the issue, and we want to assure you that the refund process is currently underway. We understand the importance of a swift resolution and appreciate your patience as we work to address this matter promptly.

If you have any further concerns or questions, please feel free to reach out to our customer support team, and we will be more than happy to assist you.

Thank you for your understanding and continued support.

Best regards,

Octocasino Team

Always the same answer and nothing happens. So much time has passed already that I can't believe it. Empty promises. I'm completely giving up on this matter now.

Dear Lelisa,

Doing a refund is not a quick and easy process. I believe we can rely on the casino's word. I am extending the timer. Please inform us of any updates.

Dear Lelisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

There is still no new information

Dear Lelisa,

still no updates?

Is not

Dear Octocasino team,

please, is there any issue?

Hello, Lelisa!

Thank you for bringing this matter to our attention. We've reached payment provider regarding the refund once again.

Thank you for your understanding, and we apologize for any inconvenience this may have caused.

Best regards,

OctoCasino Team.

Hey! I finally got my refund today. Thank you very much for the help!

Dear Lelisa,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef