Woocasino - Dobici igrača su konfiskovani.

I am submitting this complaint regarding WooCasino, which has confiscated my legitimate winnings of approximately €4.800, claiming a "duplicate account" violation.

The casino only provided an email address and did not present any evidence that this account belongs to me or is controlled by me. No technical data, IP information, device data, or identity proof has been shared.

I have repeatedly asked for clarification and evidence, but the casino refuses to provide any further information and keeps sending automated responses.

Despite acting in good faith and using only one verified account, my winnings were confiscated without transparent justification.

I believe this practice is unfair and violates basic principles of consumer protection and transparency.

I respectfully request assistance in resolving this matter and obtaining the payment of my legitimate winnings.

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Dear niklqs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• What types of games did you play at this casino?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hello,

Yes someone in my household also has an account on woocasino. I think i used a vpn one time because i was in a foreign country. My verification got approved. I played games like: legacy of dead, blackjack, royal coins 2, thunder storm… I did not play with any bonus, only my deposit.

Thank you.

• Does the other person from your household have a fully verified account?
• Do you each use separate devices to access your respective accounts, or has the same device ever been used to log in or play on both accounts?
• Do you use separate payment methods to deposit funds into this casino, or has the same payment method ever been used for both accounts?
• Do both of you play the same types of games?

No the other person does not have an verified account.

The same device has been used, because we have the same computer.

We also share a Bank Account, so yes the same payment method.

No, i do not think we played the same games.

I know this sounds unrealistic, but my Brother and I share everything thats why.

Dear niklqs,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same device has been used to access both accounts.
• The same payment method (shared bank account) has been used for deposits.
• A VPN was used at least once.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device and funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your brother share a household, computer, and bank account, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared device and payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, and avoids VPN usage, to prevent similar situations.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika