Casoo Casino - Spieler beschweren sich, dass sein Konto gesperrt und Gewinne beschlagnahmt wurden.

Hey,

The casino closed my account and declined the winnings and has not provided further details as to why. About 2 weeks later I downloaded the first 3 documents for them and they were approved. It took 3 days and they asked for more documents, I sent them too.

It went on again for several days and then came up with a message, "Unfortunately, we can't verify your account yet.
Since you have many matches with other accounts, we are waiting for the rest of the accounts to send us their documents. In case we can't identify all the accounts you have matches with, your account will be blocked and your deposits will be returned. "

I knew right away that there would be no payment from them. And what do they mean "wait for the rest of the documents from other accounts ??? !! I don't understand this.

Well of course I asked for refinement but it didn't come. Went week and then came a call where were asking what and how I've been playing them and everything else aj, for example, what the game brought the biggest profit ?? couldn't remember when there were quite a few big wins.

Then came the final message:

"Our security department has made a final decision and your account will stay blocked and winning funds voided.

Based on your provided answers in verification call and different factors we have reasonable suspicions that your account is applicable with fraudulent activity's.

We will return your deposits to your Skrill account (25.00 EUR / 70.00 EUR)

Our management’s decision is final.

So, I realized that not all of my answers pleased me and take away the victory.

The casino in question recently committed the same offense to a few other players as well!

Hei,

Casino sulki tilini ja hylkäsi voitot eikä ole toimittanut tarkempaa tietoa mikä tähän on ollut syynä. Noin 2 viikkoa siiten latasin 3 ekaa dokumenttia heille ja ne hyväksyttiin. Meni 3 päivää ja he pyysivät 3 dokumenttia lisää, lähetin nekin.

Meni taas useita päiviä ja sitten tuli heiltä viestiä:  "Unfortunately, we can't verify your account yet.
Since you have many matches with other accounts, we are waiting for the rest of accounts to send us their documents. In case we can't identify all the accounts you have matches with, your account will be blocked and your deposits will be returned."

Tässä heti tiesin että maksua heiltä ei tule. Ja mitähän ne tarkoittaa "odottaa loppuja dokumentteja toisilta tileiltä???!! en ymmärrä tätä.

No tuosta tietysti kyselin tarkennusta mutta sitä ei tullut. Meni viikko ja sitten tuli puhelu missä kyselivät mitä ja miten olen heillä pelannut ja kaikkea muuta aj esimerkiksi mikä peli toi isoimman voiton?? ei voinut muistaa kun suht isoja voittoja tuli aika monta.

Sitten tuli lopullinen viesti:

"Our security department has made a final decision and your account will stay blocked and winning funds voided.

Based on your provided answers in verification call and different factors we have reasonable suspicions that your account is applicable with fraudulent activity's.

We will return your deposits to your Skrill account ( 25.00 EUR/ 70.00 EUR)

Our management's decision is final.

Eli keksivät että kaiki vastaukseni ei miellyttänyt ja otetaan voito pois.

Kyseinen Casoo casino tehnyt hiljattain muutamalle muullekin pelaajalle saman rikoksen!

Dear Timo,

Thank you very much for submitting your complaint through our website. I’m sorry to hear about the problem with your winnings and account. I would like to know if there is a possibility that you have more than one account opened at this casino. It is not unusual that casinos close duplicated accounts.

Thank you in advance for your reply.

Best regards,

Kristina

Hey,

I haven't opened more than one account and like I said I really don't know what they are referring to there waiting for other accounts documents ?? I really do not understand even that sentence what it means. At that time, I asked them where and what accounts they still look for. This is quite clear scam the casino side, I accept always have made a mistake if the casino just to give the necessary and what already asked for proof that what I have transgressed the rule of their opinion, and I have not received any response from them.

Hei,

En ole avannut kuin yhden tilin ja kuten sanoin en todellakaan tiedä mihin he viittaavat tuolla että odottavat muiden tilien dokumentteja?? en todellakaan ymmärrä edes tuota lausetta mitä se tarkoittaa. Kysyinkin heiltä tuolloin että mistä ja kenen tilien dokumentteja he vielä odottavat. Tämä on aivan selvä huijaus kasinon puolelta, minä hyväksyn aina tehneeni virheen jos casino vain antaa siihen tarvittavat ja mitä jo pyydettykin todisteet että mitä sääntöä olen rikkonut heidän mielestään ja siihen en ole saanut mitään vastausta heiltä.

Hello Timo,

Thank you for your reply, I contacted the casino regarding your issue. I will let you know as soon as I have more information.

Thank you for your patience.

Best regards,

Kristina

The player send us an email that he received his winnings. We are glad to hear that your issue got resolved. We will now mark your complaint as 'resolved' in our system.