Woocasino - Player created multiple accounts.

Hello, I opened an account in a woocasin and deposited about 10,000 CZK (by card).

Subsequently, my game was interrupted and I had a balance of about 800 CZK. Re-login did not work for me, so I contacted support and informed them that I had tried to register again with the same account details and there was nothing on it. Following the sending of the ID, I was provided with the original login where there was an error in one letter (typo). I successfully signed up and continued playing, I made a new deposit of about 2000, -CZK and then won about 100.000, CZK. I made a withdrawal of 20,000 CZK and 4 days later another 25,000 CZK. The casino then wrote to me: We would like to inform you that we have performed a security check and found out during it that you have a double account. Please note that only one account with or without bonuses is allowed per player / IP / device. Due to this policy violation, we have decided to cancel your account.

The casino absolutely does not tolerate playing with benefits, especially to have more than one account and thus use the benefits of the casino.

Our complete business conditions can be viewed on our website.

Please note that you agreed to these terms and conditions during registration.

The decision was made by the casino management and is final.

At the casino's account, I still have 30,000 CZK for nothing ....

Can you advise if this can be solved in any way?

Thank you.

Pavel

Dear Pavel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General T&Cs (https://www.woocasino2.com/terms-and-conditions):

„Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts.. ..."

Did you make any deposits, or claimed any bonuses with the second (new) account?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see the message in which you informed the casino that you created another account.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Pavel for your emails. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Pavel.

Thank you very much for sharing your negative experience with the Woo Casino. We will now try to get in touch with them.

Thank you for your help.

This problem was caused by typing a letter and an unfortunate solution to this problem. I think the reaction of the casino I find is inadequate. Thanks again for the help.

Pavel Rus

We would like to ask the Woocasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Pavel.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Woocasino team, 

Could you provide some context for the situation, please?

Hello!

We would like to clarify this situation. There was no write-off of funds. We requested the necessary documents for verification, and after the successful completion of this process, the funds were successfully withdrawn by the player.

If you have any questions or misunderstandings about this issue, please clarify the details and we will be happy to help you resolve them.

Dear Pavel,

can you please confirm?

Dear Pavel,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.