Woocasino - Player's winnings were confiscated.

Woo Casino cancelled all withdrawals and took over $40,000 of winnings as they say that I have duplicate accounts. I asked my VIP MANAGER well before I won anything whether any duplicate accounts had been closed. She closed them and advised me it was fine to continue playing. Now the casino is not paying me the $75,000 I won and requested withdrawal of or the $40,000 they deducted from my account.

Dear lucystokes33,

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 better understand the situation.

Could you please explain when was it found out by the casino you created multiple accounts and what consequences the casino informed you about and when? When exactly did you win the amount that the casino currently is disputing?

If there are any transcripts or emails relevant to the case, please either post them here or send them to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I have emailed you 🙂

Thank you for the email.

Could you explain when exactly the casino mentioned you have a 3rd account? Did you accumulate your win with the help of a bonus? Did you deposit any funds into your account after a duplicate account was identified and closed? Thanks in advance for your reply.

I was only made aware of this third account on Thursday the 30th of March when i was trying to withdraw, my VIP manager emailed me and told me I had Three accounts on this day when previously she had told me that i had two and she had closed one and asked me which one i wanted left open. I will attach email screenshots and send to you Tomas. I'm so upset by this whole process as i know over the years i would have spent triple this, it hurts to think that as soon as i win the casino do anything they can not to pay me.

I have emailed you my correspondence with WOO casino

lucystokes33,

Thanks for your email.

Was any balance removed from your account as a result of the initial account closure? Did you end up depositing any amount on your casino account, after you indicated you wish your duplicate accounts to be closed? Is the account the casino informed you about on the 30th yours, to your knowledge?

I made no more deposits to the duplicate accounts upon finding out about them. The duplicate account they advised me of on the 30th they won’t provide any details for. No amounts were ever deducted from my account upon initial discovery of duplicate accounts and I was in fact asked which account I wanted kept open. I asked Kylie my VIP Manager to close ALL DUPLICATE ACCOUNTS. Thank you

Thank you very much, lucystokes33, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok Tomas can you please tell me why my request is being transferred?

thank you

Hello, lucystokes33,

I am sorry to hear about your unpleasant experience.

As for your question directed to Tomas - he is a part of our First Response Team, which means he communicates mainly with the players. When this team considers it to be the proper time to contact the casino, and the issue seems to be justified, they transfer complaints to us.

Now I will contact the casino and try my best to resolve the issue as soon as possible. Therefore, I would like to invite Woocasino's representative to join this conversation and participate in the resolution of this complaint.

Dear Woocasino Team,

Could you please provide us with an explanation of the player's situation in more detail? Have any of the player's winnings been confiscated? If yes, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

WooCasino was made aware of duplicate accounts weeks before any Money had been won. My VIP MANAGER advised me she had closed duplicate accounts and even encouraged me to continue playing by providing deposit bonuses ect. Never once was it disclossed to me that because I could no longer access my old email address or the woo account that I was now not eligible for withdrawal of winnings, otherwise I would have ceased playing on the website.

only after winning close to $120,000.00 did the casino advise me that I was now in breach of their terms and conditions but when this was addressed via email with Kylie she never mentioned the breach of these conditions and asked me what account I wanted left open.

I won this money fair and square, no bonus, just pure luck. I’m so upset that woo casino is doing this to me. I enjoyed their casino, I was a loyal customer to woo and am so upset by this that I have been forced to seek medical care for stress and anxiety, I am currently documenting all transcripts for referral to my lawyers. Very saddened by this.

We would like to ask the casino 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’ which may negatively affect its rating.

Dear lucystokes33,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the reopening request from the casino representative, we decided to reopen the case and provide the casino with a chance to solve the issue.

Dear Woo Casino Team,

Please look at my last email regarding this case/reopening request and provide me with the requested information/details/supporting evidence.

Thank you. Looking forward to hearing from you.

Dear Branislav,

I hope this message finds you well. We have sent you an email and are kindly awaiting your response.

Thank you for your attention to this matter.

Thank you for your email, Woocasino team. I am waiting for your response to my last email regarding the matter and the requested details/information.

Dear lucystokes33,

I was informed that all your deposits you made to the casino should have been refunded.

Can you please confirm how much the casino refunded to you, and what is the current disputed amount - how much from the disputed winnings left confiscated?

If all your deposits were refunded, can you confirm the current disputed amount could be something over 92,000 AUD?

Thank you.

Dear lucystokes33,

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 are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, full cooperation from the complainant will be necessary.

Thank you, Woocasino Team, for your willingness to look into the matter and help us resolve it.

Best regards,

Branislav, Casino.Guru