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Woo Casino assume I have multiple accounts, I only have the one. Woo Casino have denied me of any winnings and have closed my account only after I had fully verified it and made a withdrawal of $5000 altogether. I have been going back and forth in communication with the casino and they keep saying that I breached the terms and conditions. My proof is not uploading as files may be too large

Dear carissamaycook, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 made any successful withdrawals? Have you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina,

I am a stay at home mother of two under two and there is no one I know that also has a Woo Casino account

I can't remember if I had maybe withdrawn $100 before, it may have been from another online casino

I had accumulated some winning from free spins on Elvis the frog game (small jackpot) and the rest I had accumulated afterward once I had wagered the free spin bonus. I got up to almost $6000 but I played it down to $5000

Thank you very much for your reply, carissamaycook. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi there, I have replied with an email. I will send more of the conversation between casino woo and I. Thank you

I have received two emails from you, but I don't see any conversation between you and the casino. Could you please send it to me so we can move forwrard with this complaint?

Dear carissamaycook,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi there, I have sent everything in the previous email

Thank you very much, carissamaycook, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much, I really appreciate this!

Hello, carissamaycook,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite WooCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear WooCasino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked/closed and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the 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’ which may negatively affect its rating.

Dear Mellanico80,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on several emails received recently from the casino representative regarding the case, we decided to reopen and update the complaint.

Dear Mellanico80,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts and bonus abuse. It is clear you had at least 2 casino accounts at Woo Casino and used bonuses on both of them.

In addition, if I understood it correctly, there was even another account (besides the 2 with your personal details) used from the same household/IP/device, which is also strictly prohibited, especially if bonuses are used. Last but not least - providing false/misleading information from the beginning of the complaint resolution process. After going through the whole thread again, some details indicate that you were aware of another account for the entire time. You even basically submitted the complaint with the email address associated with the first account, which was closed in August 2021 per your request and where no funds were left, so not with the correct email address.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was mentioned above.

Best regards,

Branislav, Casino.Guru