Octocasino - Player's winnings have been confiscated after account closure.

So I signed up to Octocasino as they seemed to be a reputable site. Did the welcome bonus no bother but soon after wagering out one of their bonuses that had been emailed to me, I had won €2433 but my withdrawal was cancelled and account closed without reason.

I had also bought into another bought for €300 as it was going to expire to wager once my previous winning had been paid out but that never happened.

I have emailed them twice in the last 2 weeks asking for an explanation but have been ignored.

If they want my account to remain closed then so be it but I would like the €2433 I fairly won and also a refund of the €300 deposit.

John C

Dear coleej199,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Octocasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly you made another deposit, while your withdrawal was pending?

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

Best regards,

Tomas

Hi,

I had literally been at the casino for about a week, signed up on the 8th February

and got an email on the 15th February saying my account had been closed, a day after I got an email about the €2433 being cancelled (14th February) . My account had been verified as my first withdrawal attempt was cancelled but then after sending KYC they paid the €650 out no bother.

I was just using the one slot and also played some blackjack hands.

Yes I made a deposit to buy into another bonus as it was due to expire, since my other withdrawal had successfully paid out, I didn't think it would be a problem but then I got the email about my account being closed and nothing about the winnings being honoured.

John

I am sorry but the screenshot of an email with the explanation from the casino is missing. Please let us know about the justification you received from the casino.

I'll await your reply.

They gave me no reasoning from the initial email they sent me. I did follow up twice asking about my winnings and as to why they closed my account but they just ignored those.

Thank you very much, coleej199, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello coleej199,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have found this rule in the casino bonus T&Cs

But I will still 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

The bonus that I won the initial winnings from would have been completed so two bonuses shouldn't have been activated at the same time unless its something I missed. I completed the first bonus, made the withdrawal and then bought into the second one to do the next day as it would have expired but I'm sure one bonus was only active at one time.

Hello, dear jondeaves871.

Thank you for contacting us regarding your issue, we will try to find a solution for you.

Our specialists have requested your documents via email, could you check it please and provide us with an answer?

Thank you in advance.

Best regards,

OctoCasino Team

Hey there. Just saw your email. I will sort your request as soon as possible thanks!

Hi, dear coleej199!

Thank you for your collaboration!

Let us know please when you provide all the necessary documents.

Best regards,

OctoCasino Team.

Afternoon. I have got the selfie with today's date on it. I have been asked to upload it via my Octo Casino account but as it's disabled I cannot login to upload it.

Is there an email or anything I can send to?

John

Hello, coleej199!

You can reply to the email received from the specialists by sending photos of the necessary documents.

If you can't find the email, here is the address where you can send the documents: support@octocasino.com. Please put "CasinoGuru" in the subject of your message.

Best regards,

OctoCasino Team.

Okay thanks, will take an up to date selfie and send that over as soon as possible.

Hello, coleej199!

We haven't received your documents yet, could you tell us if you have any difficulties?

Best regards,

OctoCasino Team.

I am currently dealing with a family matter which takes priority. Apologies but I will send over the documents within the following week.

I have now sent the documents to your support email. Sorry for the delay

John

Hello , dear coleej199!

Thank you for being in touch with us and sending all the necessary documents. We are pleased to inform you that your refund has been successfully paid. Funds should be credited to your bank account within 5 business days. If you have any other question, don't hesitate to contact us.

Best regards,

OctoCasino Team.

Thank you for your response, OctoCasino Team. I'm glad the situation could be sorted out.

Dear coleej199,

According to the response from the OctoCasino Team, your refund has been processed from their end, and you should expect to receive it shortly. Please inform me once you have successfully received it, so I can close your complaint as resolved.

I have received what was promised.

Thank you Casino Guru for your assistance and also appreciation to Octo Casino for your cooperation with the situation at hand.

Great news, coleej199. I'm glad to hear that you successfully 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.

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