Octocasino - Player's account simultaneously closed, seeking refund.

Hello. My account with Octo Casino was closed on the same day as a couple of other casino accounts (who I now know are owned by the same group). I had a $600 deposit that I'd made towards a new bonus offer. I had gone out for the night and woke up the next day to the simultaneous closure of my casino accounts.

Since then I've not been able to contact them, despite trying a few times. Could you help me retrieve my funds please?

Jon

Dear jondeaves871,

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?

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

My account was registered around 3 months ago, and I completed the verification through their ID partner Hooyu. I had to do this to get my first withdrawals processed.

I've been playing a mixture of slots and table games.

In this case, there's no bonus winnings. I had deposited $600 towards a $300 bonus offer, but the bonus was due to expire 72 hours after making that deposit. Given that my account was then shut, the bonus will now have expired and there will just be my $600 left in the account.

Thank you very much, jondeaves871, 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 jondeaves871,

It's Michal again. I have taken over this complaint as well. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Octocasino to join the conversation.

Dear Octocasino,

Can you please provide information on why was the player's account closed?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hi there, dear jondeaves871.

Thank you for contacting us! As we see from our system, you have already left your request regarding refund and the specialists have contacted you via email, requesting the details that we need to process the refund. Could you please check your email and provide us the answer?

Thank you in advance. If you have any other question, please contact us again.

Best regards,

OctoCasino Team.

Hello

Just to confirm I have responded to yourselves, and to Pino Casino too. Getslots Casino has not made contact.

Kind regards

Jon

Hi, dear jondeaves871.

Here we talk about your gaming account on OctoCasino, I am not responsible for other platforms.

Regarding your request, I inform you that the remaining amount on your gaming account balance has already been refunded.

If you have any other question, please let us know.

Best regards,

OctoCasino Team.

Hello

Could you confirm the amount that was refunded please?

Thanks

Jon

Hi, dear jondeaves871.

We have replied to you via email regarding your request, could you please check it?

Thanks in advance.

If you have any other question, don't hesitate to contact us.

Best regards,

OctoCasino Team.

Dear jondeaves871,

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.

Hello

I've responded to Octo Casino and they confirmed ten days ago that payment had been sent. I'm awaiting the $106.80 that they said they'd sent but it still hasn't arrived, so I think something has gone wrong.

My simultaneous dispute with Getslots is already resolved because their payment arrived the next working day, which is normal. Octo said that they'd paid me a few days before Getslots, could a representative from Octo please let me know if it has been sent?

Jon

Hello, jondeaves871.

If you didn't receive your refund, please contact us via email support@octocasino.com providing the bank statement from March 13th to today in PDF format, we will investigate the issue.

Thank you in advance.

Best regards,

OctoCasino Team.

Hi

I have just checked again, and found that the payment from yourselves and my other dispute were sent as one payment, whereas I was looking for two separate payments.

Thank you for processing the pay-out, and we can now close the dispute.

Jon

Dear jondeaves871,

I'm glad the situation has been clarified and you have received the agreed-upon funds.

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.

Best regards,

Michal

Casino Guru