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Cozyno Casino - Unfairly accusing me of using 'roulette strategies'

RESOLVED

Complaint Info

Disputed casino

Cozyno Casino

Amount

€ 2450

Posted on September 29, 2018

This is what happened:

I opened an account at Cozyno. I did my first deposit of 900 euro and started playing liveroulette. I bet one number with 50 euro stake a few times. After five, six spins my number won and it gave me 1800 euro. I didnt win anymore and when my balance was 2450 i made a withdrawal.

This way of betting Cozyno think is systematic betting like martingale or whatever systems there are. So because of this they dont want to pay me. I didnt use any bonus or anything.


This email i got from them instead of my money:

Hi Patrik

As part of our regular review, we have seen that our general terms and conditions were not met.

The general terms and conditions prohibit the use of Martingale, duplicate and similar systems and strategies. (You can review the terms and conditions by clicking the "General Terms" link at the bottom of our page.)

We have therefore canceled your withdrawal request and removed the profits.

If you have any questions, please reply to this email or contact our customer support via Live Chat on our website.


Sincerely,
verification team


Ticket Details
Ticket ID: SAI-907-98947
Department: Cozyno Casino Finance

Posted on October 1, 2018

Hello PUTRIKNR1,

We are very sorry for not getting back to you sooner.

Your account was tagged as a fraud by a pattern detector for roulette players and after manual review of your case the payment should have been accepted.

This will be sorted for you in a short time and the amount will be paid. We apologies for the inconvenience caused,

Best Regards,
Cozyno team

AskGamblers
Posted on October 4, 2018

Dear @Putriknr1,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on October 5, 2018

well, i still havent got my money. But they say they have just sent it now so ill just have to wait little more. I think its about three weeks now since i started to withdraw and get my money. I will tell you if the money comes.

Thank you for all help!

Posted on October 7, 2018

Fantastic! I got the money now. Case is resolved.!

Thank you very much!

AskGamblers
Posted on October 8, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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