Complaint #22
Casoo Casino
''Duplicate account'' problem
6 years ago
I am usually resolving all the problems through casino support team, becouse I don't want casino to have a complaint that lasts here forever, but this is getting really out of hand and support is not responding to anything I write.
So, A month ago, I decided to try out new casino. I deposited my money, and claim my welcome bonus. I asked live support directly about every single thing, to make really sure I am not breaking anything from ToS. After everything was cleared out to me, I started playing.
The next day, I managed to win over 270 EUR and decided to cashout the money. After that, all of the withdraw methods were unaviliable becouse I made a deposit with PSC, and I can withdraw only with deposit method (Which was impossible)
After I started politely complaining about this (Becouse I believe I have right to withdraw after I make a deposit) The support agent was unable to anwser me. The same day, I decided to make a deposit with my credit card or Skrill, to be able to withdraw the money. I joined the live chat asking which method suits them better. They probably did not expect me actually depositing again, so there was a long delay, and after like 25 minutes, they told me that I do have multiple accounts.. They showed me a screenshot, where they have registration date of over 2 months earlier, when the site was probably not even on AskGamblers (That is how I found out about the site) And said that there is matching phone number on it. (Different name, different mail, but somehow matching phone?)
So, after that, I said that it is impossible, becouse phone number used, was issued to me after the initial date of registration (The date they claim I registered before was in 17.5, but this phone number was created for me by T-Mobile in 10.6.2019). (I can prove that if needed)
That's when I started to be suspicious about their claims.
I contacted them once again, and they said to provide them with selfie with my passport.
I did that on the same day it was requested, and waited.
After a week of no response, I decided to contact them once more. No response.
After another week, I contacted them again, no response.
After 2 weeks and a few days, I managed to catch them on live chat, and I asked them about my situation. They said I am banned, and after I explained them my situation, they said sorry and said that I should expect an anwser from their security team the same day.
I waited another week, but they was not able to respond. Even though they said it will be in the course of one day.
From that time, I contacted them again and agin, but with no reposne, so it seems like there is no other way then submit a complaint.
I was always writing politely, and tried to resolve it with calm, since it could be just a mistake in their system, and not intention.
I am willing to send anything that is needed to support my claim that I indeed dont have any duplicate account in this casino. I can even send you all payments I made with my bank account/Skrill/Any other methods from that date, to prove that I did not claim any bonus twice. I can also send you confirmation from T-Mobile about date the phone number was issued to me.
So, A month ago, I decided to try out new casino. I deposited my money, and claim my welcome bonus. I asked live support directly about every single thing, to make really sure I am not breaking anything from ToS. After everything was cleared out to me, I started playing.
The next day, I managed to win over 270 EUR and decided to cashout the money. After that, all of the withdraw methods were unaviliable becouse I made a deposit with PSC, and I can withdraw only with deposit method (Which was impossible)
After I started politely complaining about this (Becouse I believe I have right to withdraw after I make a deposit) The support agent was unable to anwser me. The same day, I decided to make a deposit with my credit card or Skrill, to be able to withdraw the money. I joined the live chat asking which method suits them better. They probably did not expect me actually depositing again, so there was a long delay, and after like 25 minutes, they told me that I do have multiple accounts.. They showed me a screenshot, where they have registration date of over 2 months earlier, when the site was probably not even on AskGamblers (That is how I found out about the site) And said that there is matching phone number on it. (Different name, different mail, but somehow matching phone?)
So, after that, I said that it is impossible, becouse phone number used, was issued to me after the initial date of registration (The date they claim I registered before was in 17.5, but this phone number was created for me by T-Mobile in 10.6.2019). (I can prove that if needed)
That's when I started to be suspicious about their claims.
I contacted them once again, and they said to provide them with selfie with my passport.
I did that on the same day it was requested, and waited.
After a week of no response, I decided to contact them once more. No response.
After another week, I contacted them again, no response.
After 2 weeks and a few days, I managed to catch them on live chat, and I asked them about my situation. They said I am banned, and after I explained them my situation, they said sorry and said that I should expect an anwser from their security team the same day.
I waited another week, but they was not able to respond. Even though they said it will be in the course of one day.
From that time, I contacted them again and agin, but with no reposne, so it seems like there is no other way then submit a complaint.
I was always writing politely, and tried to resolve it with calm, since it could be just a mistake in their system, and not intention.
I am willing to send anything that is needed to support my claim that I indeed dont have any duplicate account in this casino. I can even send you all payments I made with my bank account/Skrill/Any other methods from that date, to prove that I did not claim any bonus twice. I can also send you confirmation from T-Mobile about date the phone number was issued to me.
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