Home Complaints Woocasino - Player has accidentally created multiple accounts.

Amount: A$3,000

Woocasino - Player has accidentally created multiple accounts.

Woocasino
5.2/10 Questionable reputation
Submitted: 12 Jul 2020 | Unresolved : 03 Aug 2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

319 days ago - 03 Aug 2020

The player from Australia accidentally signed up with 2 email addresses. His account was blocked and winnings confiscated. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.

Public

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

Public

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

Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

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.

Public

Thanks for your time Kristína I really appreciate it

Public

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?

Public

My original account I had $3,000 I was trying to withdraw.and In the other account 1111waken@gmail.com that I made by mistake I did not use this account or deposit money into it

Public

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.

Public

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.

Public

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