Casoo Casino - Igračeve pobede zaplenjene su i račun mu je blokiran.

I created my account and made my first deposit on December 12, € 200 + € 200 bonus. The maximum bet was 2 euros with this bonus and I did not bet more or less than 2 euros during the entire turnover process. I requested a withdrawal of 2000 euros and was asked to submit documents. December 18 my documents were verified and I requested a withdrawal again, was told that they could not issue money mastercard so I had to make an account on ecopayz.com so I created an account there and made a deposit through ecopayz to verify that account. Asked for a new withdrawal after that and they have asked me to wait and wait .... I have emailed them 2-3 times a week and they have just said every time that I should be patient. Now last week I got a phone call from them, they asked a lot of questions like what games I had played and how much my biggest win was and so on. I answered everything I could remember because it had been over a month since I played and won there. They were not happy with my answers and wanted to have a skype conversation with me while they saw my face so it really was me. We did it last week and now I got this email - https://gyazo.com/3c387b0d8d288cba0986f92ee0d9fbcb I was watching a twitch stream when talking to the guy, I had no idea I had to have eye contact with phone the whole conversation. It just felt stupid to stare into a black screen. All rules etc he links in that email I have followed to 100% abused none of the terms. I don't know what to do now, any advice?

Jag skapade mitt konto och gjorde min första insättning den 12: e december, 200 euro + 200 euro bonus. Maxbet var 2 euro med denna bonus och jag satsade inte mer eller mindre än 2 euro under hela omsättningsprocessen. Jag begärde ett uttag av 2000 euro och ombads att lämna dokument. 18 december var mina dokument verifierade och jag begärde ett uttag igen, fick höra att de inte kunde ge ut pengar mastercard så jag var tvungen att göra ett konto på ecopayz.com så jag skapade ett konto där och gjorde en insättning via ecopayz för att verifiera det kontot. Begärde ett nytt uttag efter det och de har bett mig att vänta och vänta.... Jag har mailat dem 2-3 gånger i veckan och de har bara sagt svarat varje gång att jag ska vara tålmodig. Nu förra veckan fick jag ett telefonsamtal från dem, de ställde en massa frågor som vilka spel jag hade spelat och hur mycket min största vinst var osv. Jag svarade på allt jag kunde komma ihåg eftersom det hade gått över en månad sedan jag spelade och vann där. De var inte nöjda med mina svar och ville ha en skype-konversation med mig medan de såg mitt ansikte så att det verkligen var jag. Vi gjorde det förra veckan och nu fick jag det här e-postmeddelandet - https://gyazo.com/3c387b0d8d288cba0986f92ee0d9fbcb Jag tittade på en twitch-stream när jag pratade med killen, jag hade ingen aning om att jag var tvungen att ha ögonkontakt med telefonen hela konversationen.  Det kändes bara dumt att stirra in i en svart skärm. Alla regler etc han länkar i det e-mailet har jag följt till 100% missbrukade inget utav villkoren. Jag vet inte vad jag ska göra nu, några råd?

Dear Sebastian, 

Thank you very much for submitting your complaint. I’m very sorry to hear about the problem you are experiencing. It seems that this casino has a very strict verification process, in which the casino representants make sure they are sending the winnings to the right person and try to avoid players suspected of a fraudulent activity. 

Before I contact the casino, I would like to know if you received a deposit refund of €200. Please, let me know.

Thank you in advance for your reply.

Best regards,

Kristina

That's right, the 200 euros I put in from the start I got back.

Det stämmer, dom 200 eurona jag satte in från start har jag fått tillbaks.

Hello Sebastian,

Thanks for the confirmation.  I contacted the casino, so hopefully we will receive some answer. I will let you know.

Thank you for being patient.

We would like to ask the Casoo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. The casino wrote us an email and I would like to ask for some kind of proof. My email address is kristina.s@casino.guru. Thank you in advance.

Are you asking me for some kind of proof or the casino?

Hi,

Requested evidence has been sent to the kristina.s@casino.guru email

Thank you!

Regards

Andrei

Hello Andrei,

Thank you very much for your email, I replied a coupple of minutes ago with the request of some additional information.

Hi,

I have sent a mail to you, thank you.

Regards

Andrei

After gathering all the necessary information we are rejecting this complaint as unjustified. The casino provided proof, that the player created multiple accounts connected by various factors such as IP, browser, last login, etc. The casino blocked the account and returned his deposit.