Ag Awards

Casoo Casino - Account closed after requesting withdrawal alleged duplicity Over 5K

Complaint Info
Disputed casino Casoo Casino
Reason Refund declined
Manuelsolisc Chile
Posted on December 23, 2019

Dear friends of askgamblers, please ask for your help.

Far away, the worst experience in online games that I have had in this casino, I spent 1 week validating my documents before the first deposit I asked them to give me the approval of all the documents uploaded to be 100% safe and not have this type ghost problems
After I proceeded to deposit money from my neteller account. That day I was able to make a good amount to withdraw (5000 USD) I proceed to the withdrawal when they inform me that my account has been closed for "duplicity", I ask them to send me proofs and they tell me only "Contact @ .." are you saying that an email from a site X contact is my duplicate account? so little serious
Then they tell me that it is because the same password was used ... imagine how many people should be banned for occupying the unusual abcd1234 password that this is a security parameter by a site.

I clarify the following and that is why I need your help because it does not violate any of these rules.

Did the same bank or neteller account work? NO
Did he occupy the name of the same person? NO
Did the same address work? NO
Did the same email work? NO
Did you take a bonus? NO

What else do you need to really validate the information? I am completely open to talk about this because this really surprises me.
Clearly this type of behavior of these sites are what make customers distrust this type of platform always act from the beginning of the FAITH and not to go to double standards as they raise.
I would like to complement that the entire session was recorded for my twitch channel, so I don't know how to show you that I AM THE ONLY USER of that account on this computer.
imagine the publicity that would have given a 1200X victory to add people to join the case page

Manuelsolisc Chile
Posted on December 23, 2019

I would also like to complement the following:

"IP addresses are not unique; in almost all cases, your IP address is allocated to you from a pool owned by your ISP, and from time to time, this will change.

It’s therefore entirely possible for your current IP to have been used there before, whether or not you or anyone in your house has been there. "

Also mention that the key can not be a parameter to decide duplicity of a person since this is not explicitly informed in the ToS
The browser should also not be a parameter of duplicity since the vast majority of us occupy Chrome what kind of additional information can you provide for example
Mozilla / 5.0 (Linux; Android 9; SM-A105M) AppleWebKit / 537.36 (KHTML, like Gecko) Chrome / 79.0.3945.79 Mobile Safari / 537.36

Posted on December 24, 2019


Please be advised that your account has been closed due to having a multi-account at Casoo which is strictly forbidden per the Terms and Conditions of Casoo.

Casoo Terms and Conditions state the following:

4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be “Duplicate Accounts“. We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

Any winnings have been voided and your deposit is refunded.

Proofs have been sent to the AG support team.

Please refrain creating new accounts at Casoo. Any new accounts made by you will be closed immediately and balances seized without any refunds.

Wishing you luck in your future endeavours,


Posted on December 24, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casoo Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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