Octocasino - Player's account has been blocked.

After I opened an account and deposited 987$ I played slots then I tried to deposit more money but I got surprised when it asked to log in again and when I tried it showed the self exclude has been set which I didn’t. I contacted the support they told me that because I was blocked from another casino Bruno casino. My question how the system allowed me to create an account and deposit money and I’m using same correct information !!! they said that they will investigate and solve the problem. Now they should return my deposits back as I was blocked from their other casino and it is not right & illegal that their system let me open an account it should have informed right away i’m blocked as soon as I used my email / name / birthdate/ address.

please I need help to get my money back because this is unfair. Imagine if I won big amount and got blocked the same way, do you think that they will let me make a withdraw..!!! I way.

by the way the support agent admitted that the system should let me open an account from first place or beginning.

kindly see the attached.

thank you 🙏 for your always support

Dear Alprince2001, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I agree that ideally, you should not be able to create an account at all. Unfortunately, technology is not perfect and sometimes the system detects this too late. However, it seems that the casino is trying to resolve the issue and we believe that the correct approach in situations like this would be to keep your account blocked and refund all your deposits.

Could you please advise when exactly the casino started the investigation of your case?

Looking forward to hearing from you.

Best regards, 

Kristina

2 days ago started the investigation

thank you Kristina for your support 🌹

They sent me email & asked to send documents to verify my information & also my bank account info.

I have sent already all the requested info & documents & I’m waiting for a reply from them.

I’ll keep you updated.

thank you 🌹🌹🌹

Thank you for your reply, Alprince2001. So let's wait until the casino reviews your documents and hopefully the issue will be solved soon. Please, let us know if there is anything new, so we can proceed with this complaint accordingly.

Thank you Kristina, see the latest reply for them.

hello,

the attached is the updates from them. I think they keep stalling because I don’t think take that much time to refund and should be easy as when I deposit as and already verified my documents.

Hello

i still didn’t receive any updates from the casino and it is been a week. I don’t think needs a long time to refund after I have provided all the requested info & documents.

Hello Kristina,

the casino support is telling me the same thing everyday that they will notify, they just making long progress & it is easy bank transfer takes 3 business days only and that’s standard everywhere.

kindly Advice me what should I do.

Latest updates:

Dear Kristina,

I would like to inform you that I have received my refund just 15 mins ago from the casino in my Skrill account.

Thank you for your support & you may close the complaint now.

Awesome news, Alprince2001. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.