Woocasino - Player’s account has been blocked.

They have rejected mutiple withdrawels over the last week (totalling around $1500) - originally thought they wanted an update of my identification and the 2nd mastercard i'd recently added to the account (in my, the account owners name, so I uploaded the new documents for them, as they DID request it and assured me that was all that was necessary) Since then they have given no explanation as to why every further withdrawel request has declined, until last night, when I tried to withdraw another $2000

Their reasoning behind the now "withdrawel block" is i've played on another device linked to an account (my brothers computer while he is away for work) in the meantime, between rejecting many withdrawels over the passed 7 - 10 days they never communicated that the account is no longer "active" and able to withdraw ever again. But that didn't stop them from accepting thousands of my dollars to play, knowing full well that any winnings will be void and unable to be claimed. Is there anything I can do? Not happy, absolutely despicable practice to be taking my money while giving no information that at the end of the day it's quite literally being thrown away with no hope of withdrawel. The account at this very moment is STILL active and ready to steal my money had I not pushed them to reveal what the issue was...

EDIT - Sorry, scratch that last bit, i've just noticed the account has now been deactivated and shows "your account is disabled" when trying to log in

Dear Bianca,

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 if your account has been verified successfully in the past? Have you redeemed any promotional offers? Do I understand correctly that your brother has an account in the same casino too?

Furthermore, 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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yeah, my account has been verified for maybe 8+ months. I have successfully withdrawn funds heaps of times, had a fairly decent VIP status too, until I used my brothers computer to play on the big screen while he's away from home working for a few weeks. Then every withdrawel request since then would decline, for about a week or so, with no communication from them that i'd even done anything wrong. Using the live chat service I asked what the problem was and one of their staff said I just need to verify my other mastercard i'd added recently to the account (around the same time things started going bad) which I did, and it was approved shortly after, but that obviously didnt fix the problem (as that wasn't the issue and they knew this. All withdrawels still kept on failing after it was approved) - while they STILL continued to accept my money deposits, until finally I emailed their support address directly to be told the account was "disabled" .... a week later, with thousands of dollars taken, without a care in the world.

Yes that's right my brother owns an account with woocasino too (which he plays on his computer when he is home from work, he is FIFO at a mine site so he isn't home all that often often)

And yeah I've claimed a few promo's over my many months of playing on woo, never the deposit bonus's though. Just the free spins and what not for the VIP rewards etc.

Thanks so much! Any help is appreciated!

-Bianca

Thank you very much, Bianca, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Woocasino to join us and help us resolve the player's issue.

So I have also just found out that the "other duplicate account" my brother who only just verified his account yesterday has been able to withdraw 1000$. I have asked them why this is and they stated its because they closed my account!!? I opened my account with woo and verified qith them months and months ago and have deposited thousands of dollars through them. Why was my account shut down and my winnings confiscated when I opened my account through them first. I asked them to escalate this to the security team and explain why and they just simply can't dont understand.

Unfortunately, we have't receive any answer from the casino yet so we don't know the answer for that. I'll be extending the timer by 7 more days so the casino has still time to respond to us. However, if they won't get back to us within the given time, the complaint will be closed as unresolved, which will negatively affect the casino's rating.

The complaint will be closed as unresolved as the casino did not respond to us within the given time. I'm really sorry we could not help you more with this case but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

We’ve reopened this complaint at the request of Woocasino.

We've received evidence from the casino, that there were indeed multiple accounts logged in from the same device. Unfortunately, this is considered as a breach of terms and conditions and the casino had right to close the player's account.

We will be now closing the complaint as rejected.

Regards,

Nick