Woocasino - Hráč vytvořil více účtů.

Hello, I opened an account in a woocasin and deposited about 10,000 CZK (by card).

Subsequently, my game was interrupted and I had a balance of about 800 CZK. Re-login did not work for me, so I contacted support and informed them that I had tried to register again with the same account details and there was nothing on it. Following the sending of the ID, I was provided with the original login where there was an error in one letter (typo). I successfully signed up and continued playing, I made a new deposit of about 2000, -CZK and then won about 100.000, CZK. I made a withdrawal of 20,000 CZK and 4 days later another 25,000 CZK. The casino then wrote to me: We would like to inform you that we have performed a security check and found out during it that you have a double account. Please note that only one account with or without bonuses is allowed per player / IP / device. Due to this policy violation, we have decided to cancel your account.

The casino absolutely does not tolerate playing with benefits, especially to have more than one account and thus use the benefits of the casino.

Our complete business conditions can be viewed on our website.

Please note that you agreed to these terms and conditions during registration.

The decision was made by the casino management and is final.

At the casino's account, I still have 30,000 CZK for nothing ....

Can you advise if this can be solved in any way?

Thank you.

Pavel

Dobry den, zalozil jsem si ucet ve woocasinu a vložil jsem cca 10000,-CZK(kartou).

Nasledne se mi prerusila hra a zustatek jsem mel cca 800,-CZK. Opetovne prihlaseni mi nefungovalo tak jsem kontaktoval podporu a informoval jsem je, ze jsem si opet zkusil zaregistrovat se stejnymi udaji ucet a nic na nem nebylo. Nasledne po odeslani ID mi bylo poskytnuto puvodni prihlaseni kde byla chyba v jednom pismenu(preklep). Uspesne jsem se prihlasil a dale pokracoval v hrani, Provedl jsem novy vklad cca 2000,-CZK a nasledne vyhral cca 100.000,CZK. Provedl jsem vyber 20.000,-CZ a o 4 dny pozdeji dalsi 25.000,- CZK . Nasledne mi casino napsalo:Chtěli bychom vás informovat, že jsme provedli bezpečnostní kontrolu a během ní jsme zjistili, že máte dvojitý účet. Prosím pamatujte, že na hráče/IP/zařízení je povolen pouze jeden účet s nebo bez bonusů. Z důvodu tohoto porušení podmínek bylo rozhodnuto váš účet zrušit.

Casino absolutně netoleruje hraní s výhodami, zejména pak mít více než jeden účet a využívat tak výhody casina.

Naše kompletní obchodní podmínky jsou k nahlédnutí na naší internetové stránce.

Prosím pamatujte, že jste tyto obchodní podmínky odsouhlasili během registrace.

Rozhodnutí provedlo vedení casina a je konečné.

Na ucte casina mam jeste 30.000 CZK asi k nicemu....

Poradite zda se da toto nejak resit?

Dekuji.

Pavel

Dear Pavel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General T&Cs (https://www.woocasino2.com/terms-and-conditions):

„Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts.. ..."

Did you make any deposits, or claimed any bonuses with the second (new) account?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see the message in which you informed the casino that you created another account.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Pavel for your emails. 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.

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. Your cooperation in this matter is highly appreciated. 

Hello Pavel.

Thank you very much for sharing your negative experience with the Woo Casino. We will now try to get in touch with them.

We would like to ask the Woocasino 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’.

The casino can reopen this complaint anytime.

Dear Pavel.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru