Casoo Casino - Spielerkonto ohne Erklärung gesperrt.

I poured in this casino on November 18th, the same day I won 700 and made the withdrawal. This remained pending until today November 20th, until I could no longer log in to my account and nobody replied to my mails. I'm afraid I lost the money that I had legitimately won since I never had any problems in paying it until November 18th

Ho versato in questo casino giorno 18 novembre, lo stesso giorno ne ho vinti 700 e ho fatto il prelievo. Questo restava in sospeso fino a oggi 20 novembre, fino a che non sono riuscito più ad entrare nel mio account e nessuno risponde alle mie mail. Ho paura di aver perso i soldi che legittimamente avevo vinto dato che non mi hanno mai fatto problemi nel versarli fino a giorno 18 novembre 

Hello, Giuseppe.

Thank you very much for submitting your complaint. We are very sorry to hear about your negative experience. The casino should always inform you if they lock your account. Sometimes, the casino emails are recognized as spam or advertisement. Have you checked the spam folder, too?

Best regards, Jozef

Good evening, no email had arrived before the account lockout.

Only later did I receive emails informing me that my account had become blocked and my withdrawal completely confiscated. We are talking about € 700 that I had legitimately won. Depositing normally and playing normally

Buonasera, nessuna email mi era arrivata prima del blocco account.

Solo successivamente ho ricevuto email in cui mi è stato comunicato che il mio account fosse diventato bloccato e il mio prelievo interamente confiscato. Parliamo di 700€ che avevo legittimamente vinto. Depositando normalmente e giocando normalmente

Hey.

Did the casino specify, in email you have mentioned, any reason of blocking and confiscation? 

Best regards, Jozef

They said it was due because I paid with my mother's ATM and not mine, at that point I explained that I was an inexperienced player and I was ready to send all my mother's documentation for the regular checks, but I didn't never received a reply from that day

Hanno detto che è stata dovuta perché ho versato con il bancomat di mia madre e non con il mio, a quel punto ho spiegato che ero un giocatore inesperto ed ero pronto ad inviare tutta la documentazione di mia madre per i regolari controlli , ma non ho mai ricevuto risposta da quel giorno 

Hey, Giuseppe.

 Thank you for sharing your experience with us. Unfortunately, we’re forced to reject this complaint, since, based on the information you have provided, you have obviously breached the casino T&C. We completely understand that if you knew you would have never done it. But it is highly against the rules in most of the casinos.

Best regards, Jozef