Woocasino - Player created multiple accounts.

I have two email addresses one for a recovery account the other for everyday use when I have signed up with the casino I have used my primary email address then the next day when I wanted to sign back in I was logged into my other email account therefore it wasn't me allow me to login it was telling me to sign up so I signed up with my other email address I never deposited any money into my second email address knowing that this was a mistake then I won $3,000 try to withdraw the funds then they blocked my account and declined my withdrawal taking the money for my mistake

Dear Joshua,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have both your accounts been blocked? Did you receive any reply to your email with an explanation of what happened?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I hope, we will be able to help you to resolve this issue. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Joshua for your reply and email. I will now transfer your complaint to my colleague Peter 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.

Thanks for your time Kristína I really appreciate it

Hi Joshua,

I'm taking over your complaint. Firstly, I have to say, it is never a good idea to open multiple accounts in any casino. Let me ask you a question. How much money exactly did you have in the original account and how much in the new one?

Alright Joshua, it's a good thing you didn't use the account. If it was an honest mistake and there is nothing you earned from this, the casino could take it into consideration. I will contact the casino and see what can be done.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Joshua,

I tried to contact the casino repeatedly by email and Skype, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. As a last resort you could contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru). I wish I could help you more.

Best regards,

Peter

We’ve reopened this complaint at the request of Woocasino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Woocasino team,

Please send all supporting evidence to my email address (peter.m@casino.guru).

Hello!

We apologize for the delayed response. During our investigation, we found that the player had registered multiple accounts—our support representatives identified three. Unfortunately, this violates our rules, which led to the account being blocked.

Dear Peter, we've already e-mailed you the evidence.

Thank you for your understanding!

Dear Woocasino team,

I've sent you an additional question.

Hi Joshua,

So far we received evidence suggesting that you actually opened three accounts in the casino. We are currently waiting for more information.

Dear Joshua,

We received evidence indicating you opened three accounts and activated no deposit free spins on two of them. Unfortunately, opening multiple accounts, especially with activated bonuses, is generally not permitted in most casinos. I'm afraid we have no other choice but to reject your complaint. I wish I could be of more help.

Best regards,

Peter