Casoo Casino - La cuenta del jugador ha sido bloqueada.

Hello last week, following the recommendation of my brother who is also registered at Casoo Casino, I deposited € 100 there. After I implemented my bonus and sent my documents, I drove to my brother on the same day, who lives 400km away. When I got there in the evening, I checked my account to see if my documents had already been verified. The next day I received an email from the casino stating that my account was blocked and the money was withheld because there was a conflict with the IP address. On the same day I sent an email to the support of the casino to clarify the matter why this conflict occurred, wrote in the email that you should check the server log to see that I can only convert the spins and so on from my address of the bonus. My brother's IP address only appeared because I checked my documents over his router. Unfortunately the casino has not contacted me for 3 days and has not responded to 2 of my emails because you suspect that my brother made a second account under my name in order to get another bonus. I hope you can help me with the matter because I don't see myself in any debt and the casino just doesn't find it cheeky to notify customers if they have a concern. In addition, they simply transferred € 100 that I used to deposit from my bank account to his casino account, which is certainly not legal. Thank you in advance for your time and I hope for a positive answer because I'm really slowly desperate.

Hallo letzte Woche habe ich nach Empfehlung meines Bruders der auch bei dem Casoo Casino angemeldet ist 100€ dort eingezahlt. Nachdem ich meinen Bonus umgesetzt und meine Dokumente hingeschickt habe, bin ich am gleichen Tag zu meinem Bruder gefahren der 400km weit weg wohnt. Abends dort angekommen habe ich dort meinen Account gecheckt um zu sehen ob meine Dokumente schon verifiziert wurden. Am nächsten Tag habe ich dann eine Email des Casinos erhalten indem steht das mein Konto gesperrt und das Geld einbehalten wurde da ein Konflikt mit der IP Adresse besteht. Ich habe am gleichen Tag eine Email an den Support des Casinos geschickt um die Sache aufzuklären warum dieser Konflikt aufgetreten ist, habe in die Email geschrieben das sie bitte das Serverprotokoll checken sollen um zu sehen das ich nur von meiner Adresse die Spins und so das umsetzen des Bonus getätigt hab. Die IP Adresse meines Bruders ist nur aufgetaucht da ich überseinen Router meine Dokumente gecheckt habe. Leider hat sich das Casino seit 3 Tagen nicht gemeldet und ist auch auf 2 meiner Emails nicht eingegangen da Sie vermuten das mein Bruder unter meinem Namen einen 2.Account gemacht hat um nochmal einen Bonus zu bekommen. Ich hoffe Sie können mir bei der Angelegenheit helfen da ich mich in keiner Schuld sehe und es frech von dem Casino finde sich einfach nicht bei den Kunden zu melden wenn dieser ein Anliegen hat. Außerdem haben diese dir 100€ die ich von meinem Bankkonto zur Einzahlung genutzt habe einfach auf sein Casino Konto übertragen was sicher auch nicht rechtens ist. Vielen Dank schonmal für Ihre Zeit und ich hoffe auf eine positive Antwort da ich wirklich langsam am verzweifeln bin.

Dear Philipp,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please indicate whether your brother claimed any bonuses too, please? Have all your funds stayed untouched, or did you play with your bonus?

Also, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Philipp:

"Hello Kristina, yes, my brother also claimed bonus money. And I deposited € 100 and wagered the € 5000 and ended up with € 1400 that I wanted to pay out. They took € 1300 from me precisely because of the alleged duplicate of an account and The € 100 that I deposited was transferred to my brother's account "

We received this email from Philipp:

"Hallo Kristina ja mein Bruder hat auch Bonusgeld beansprucht. Und ich habe 100€ eingezahlt und die 5000€ umgesetzt und am Ende 1400€ stehen gehabt die ich auszahlen wollte. 1300€ haben sie mir genau aus dem Grund genommen wegen angeblichem Duplikat eines Accounts und 100€ die ich eingezahlt habe, haben sie bei meinem Bruder auf den Account transferiert "

Thank you for your email, Philipp. From what I understand from your initial message, you claimed the bonus when you were at your home. Would you be so kind and clarify where were you playing with the bonus from?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. 

Hello, I play in Baden-Württemberg

Hallo ich spiele in Baden-Württemberg

Thank you Philipp, however, I was trying to find out whether you played with that bonus from your home, or from your brother's home.

I played alone from my home.

Ich habe alleine von mir zuhause aus gespielt.

Thank you very much Philipp for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina

Vielen Dank Kristina

Helo Philipp.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello, everyone. 

Unfortunately, this case is very straight forward from our side: 

These are two brothers that most likely have combined financial interests, and even if that is not the case, there is no physical way to prove it for 100% otherwise.

Both of them played with bonuses and entered their accounts from the same IP address and same browser.  

We have rules in our Terms and Conditions specifically about situations like these: 

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;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

Generally speaking, we are a very forthcoming casino, and if no bonuses were used, the payout would be processed, but we can't make any exceptions in this case. If you are relatives, who are playing from one location, then using bonuses for both accounts is strictly forbidden. This policy is implemented in every online casino, and it isn't anything controversial - standard procedure.

Furthermore, because there are a browser and IP match, we can't claim with any certainty who is playing, who is the owner of the account, and who is the owner of the money. That's why we have blocked Philipp's account, left Sven's account opened, and refunded the deposit.

The only thing that we could discuss is re-opening Philipp's account for future game-play, with an agreement that only one account will use bonuses. 

That's the best we can do; unfortunately, winnings won't be paid out. 

If any other information is needed, please let us know. 

Best regards, 

Andrei

Then just check your server log to see that I have converted my bonus from a different IP address than my brother! What's so difficult?

Dann checken Sie doch einfach ihr Serverprotokoll um zu sehen das ich von einer anderen IP Adresse meinen Bonus umgesetzt hab als mein Bruder! Was ist daran so schwer?

And I will certainly not be depositing any more money in your casino. All I want is that my money is paid out, which is due to me because I don't see any mistake in how I implemented my bonus, these are all excuses on your part not to have to pay out the money

Und ich werde sicher in Ihrem Casino kein Geld mehr einzahlen. Alles was ich will ist das mein Geld ausgezahlt wird das mir auch zusteht weil ich keinen Fehler sehe wie ich meinen Bonus umgesetzt habe,das sind alles Ausreden ihrerseits um das Geld nicht auszahlen zu müssen

Dear Philipp.

I am very sorry about your situation however the rules you have breached are pretty serious and if the casino statements are correct there is nothing much we can do. These rules are the same in most of the casinos and I advise you to refrain from such activity or at least contact the casino support before the registration.

Pĺease, could you confirm the casino statements or should we request evidence?

Hello Jozef, because I didn't break any rules, the casino has to provide evidence that I broke the rules. It should be easy to see from which IP address was played and from which IP address was logged in to see whether the account was verified. Please request evidence

Hallo Jozef da ich gegen keine Regeln verstoßen habe muss das Casino Beweise vorlegen das ich die Regeln gebrochen habe. Es sollte doch ein leichtes sein zu sehen von welcher IP Adresse gespielt wurde und von welcher IP Adresse sich eingeloggt wurde um zu sehen ob das Konto verifiziert wurde. Bitte fordern Sie Beweise an

Dear Casoo Casino team.

Thank you very much for your cooperation. Since the player has not confirmed your statement, could you provide us with the evidence to sustain your claims? You can post it into this thread (it will be marked as sensitive - not visible for the public) or you can forward it to my email address (jozef.k@casino.guru).

Hello, everyone. 

All necessary information and evidence has been sent to jozef.k@casino.guru

If anything else is needed, please let us know. 

Best regards, 

Andrei

Dear Philipp.

I can confirm that we have received relevant proofs from the casino. I am very sorry, but we believe that you are not entitled to receive your winnings since you and your brother have used the same IP address (location) and even the same browser.

Unfortunately, we are forced to reject your case.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. Although I do not recommend it, I can help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru