Octocasino - Player’s account has been closed with money being withheld.

Hello

I joined Octo Casino a few weeks ago, and had been depositing and withdrawing without any issue, having verified my ID, address, deposit methods and live selfie.

On the 11th January, my account was closed at the exact same time here as several others which I now know to be the same company.

Since the closure, none of the casinos will reply to me, and I still hold funds at several. At Octo Casino, I have $6593.60 still in my account which is blocked.

I have requested a payout several times but my emails go unanswered. I think I've left them a fair amount of time to respond and I don't appear to have an opportunity to make a complaint with them directly, so I've come here instead.

Many thanks

Livia

Dear livinitup,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're facing with Octocasino.

To better understand and assist you, could you please provide additional details about your situation?

• Were there any specific events or transactions leading up to the closure of your account on January 11th?
• Have you received any communication from Octocasino regarding the closure or the status of your funds?
• Can you confirm if you have attempted to contact Octo Casino's customer support through various channels, and if so, what responses, if any, have you received?
• Were there any recent changes to your account or any actions taken by you that might have triggered the closure?

If possible, could you forward any relevant communication with Octocasino to petronela.k@casino.guru for further review?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Hello

There wasn't really any change in behavior on my side. They were sending me a lot of deposit bonuses on the run up, more than I could actually deposit for. I was also depositing outside of those bonuses with my own money, some of those won and some of them lost.

My accounts at four separate casinos were all closed in the exact same instant, so my presumption is that it was something to do with that. There is no correspondence to forward to you as the email just says 'your account is closed' and offers no explanation. No logged out live chat seems to be available, and they have not responded to me via email since the closure.

Getslots is exactly the same and you'll see I have a complaint open with them as I'm in the same situation. There is no term that says you can't play at more of their casinos than one, and I had ensured that I fully abided by all terms and conditions.

Livia

Hi livinitup,

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your recent winnings accumulated with or without an active bonus, please?

Thank you.

Hello

I was betting with my own money on table games, and then my deposited money linked to bonuses was wagered on slots, all of which were eligible per the terms and conditions, and always below the maximum allowed bet.

Thanks

Livia

Thank you very much, livinitup, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello livinitup,

It's Michal again and I have taken over this complaint as well. I have reviewed your case and just to confirm, are you located in Ontario Canada by any chance?

Dear livinitup,

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.

Hi there, sorry about the delay!

I am located in Ontario, Canada, unless I'm away travelling.

Dear livinitup,

Thank you for the confirmation. Please be patient while I wait for more information from the casino team. An update will be provided once there is a development.

Dear livinitup,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you’ve experienced. We have already received a solution for your case. Our payment team has already processed the refund on our end. Remaining balance on your gaming account was refunded, the funds must arrive as soon as possible.

The crediting time depends on the provider and can take up to 5 banking days.

Thank you for your understanding and cooperation.

Best regards,

OctoCasino Team.

Hi all

Thank you for responding to my complaint, and thank you to Michal for mediating.

I've received the remainder of my winnings this morning, and this dispute can now be closed.

Livia

Great news, livinitup. I'm glad to hear that you successfully received all of your winnings.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru