Greetings all,
Based on several emails received recently from the casino representative regarding the case, we decided to reopen and update the complaint.
Dear Mellanico80,
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts and bonus abuse. It is clear you had at least 2 casino accounts at Woo Casino and used bonuses on both of them.
In addition, if I understood it correctly, there was even another account (besides the 2 with your personal details) used from the same household/IP/device, which is also strictly prohibited, especially if bonuses are used. Last but not least - providing false/misleading information from the beginning of the complaint resolution process. After going through the whole thread again, some details indicate that you were aware of another account for the entire time. You even basically submitted the complaint with the email address associated with the first account, which was closed in August 2021 per your request and where no funds were left, so not with the correct email address.
The casino acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was mentioned above.
Best regards,
Branislav, Casino.Guru
Greetings all,
Based on several emails received recently from the casino representative regarding the case, we decided to reopen and update the complaint.
Dear Mellanico80,
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts and bonus abuse. It is clear you had at least 2 casino accounts at Woo Casino and used bonuses on both of them.
In addition, if I understood it correctly, there was even another account (besides the 2 with your personal details) used from the same household/IP/device, which is also strictly prohibited, especially if bonuses are used. Last but not least - providing false/misleading information from the beginning of the complaint resolution process. After going through the whole thread again, some details indicate that you were aware of another account for the entire time. You even basically submitted the complaint with the email address associated with the first account, which was closed in August 2021 per your request and where no funds were left, so not with the correct email address.
The casino acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was mentioned above.
Best regards,
Branislav, Casino.Guru
Edited by a Casino Guru admin