Woocasino - Player's withdrawal cancelled due to alleged duplicate account.

I signed up on Woo last week but when trying to validate my phone number it said error - i contacted chat and they said it's fine ignore it

I deposited several hundred and withdrew $2200

Now they have said i have another account in my name and cancelled with withdrawal but i have no idea what account that is and they haven't told me.

I also dont use any bonsues or free spins etc - it is all raw cash so i was not trying to take advantage of the casino. I play at many so if i have an old account in a different email address it is from many years ago

Dear ace2117,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thanks Tomas

i have forwarded you details/emails to your address

Player's message:

"Hi Tomas

For your information Woo have reopened my account and returned my winnings.

Not sure if this was because of Casino Guru but if so thank you so much for your help!"

Dear ace2117,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru