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Casoo Casino - ''Duplicate account'' problem

REJECTED
Complaint Info
Disputed casino Casoo Casino
Reason Verification issues
Amount € 270
Inactive user
Posted on August 1, 2019

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.

Posted on August 1, 2019

Hi,

You have dupliate accounts at our casino which is strictly forbidden per the Terms and Conditions of Casoo.

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

Your winnings are void and your deposit can be refunded by using Ecopayz or Bitcoin as payment methods.

Relevant proof will be sent to the AG support team.

Kind regards,
Daniel

AskGamblers
Posted on August 1, 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.

In addition, AskGamblers Complaints Team maintains zero tolerance towards the players who are trying to abuse our complaints service and not using it in a good faith. We would like to use this occasion and warn the player once again, to refrain from registering new AskGamblers accounts in regards of submitting complaints, as it is considered as breach of AskGamblers Terms.

Based on all the above, AskGamblers Complaints Team took decision to reject this complaint and moreover, ban the player from using our services in the future.

AskGamblers
Posted on August 26, 2020

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.

In addition, AskGamblers Complaints Team maintains zero tolerance towards the players who are trying to abuse our complaints service and not using it in a good faith. We would like to use this occasion and warn the player once again, to refrain from registering new AskGamblers accounts in regards of submitting complaints, as it is considered as breach of AskGamblers Terms.

Based on all the above, AskGamblers Complaints Team took decision to reject this complaint and moreover, ban the player from using our services in the future.

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