Hello there, 

i had recently very bad experience on casino casollo and i would like to make a complaint.

 I have recieved promotion on email for first deposit. I like to play time to time so i was interested and made registration there. Mostly when casino is restricted country you are not even able to register there. So i wasn′t aware about while support knew this information and lead me through all stages of my experience there.

It was little tricky from beggining becouse they send me email with 200% first deposit bonus. When i registered i saw advert on their site banner for 300%. In promotion there was only 100% but in the end on deposit method i saw 500% bonus. I Started to chat with support and was asking how is this possible that there is so many differences in offer and they just said that i am able to get the 500% deposit bonus. I had issue with my deposit becouse it was saying my visa payment is not avaible so it took some time before this was sort it out. They said it might be becouse of i am from UK and that it will be sorted within day. Next day it was all ok and i made the deposit. I have recieved only 150% so i contact support again and they said to not worry and added the 500% bonus. In terms they had 35x wagering requirement of deposit+bonus but when this bonus was added there was 55x wagering i asked again and they said it is due to bonus higher then 150%. I was ok with that and was about to start playing when i spotted that i am not able to start any pragmatic games due to country restriction. I went to support and ask them (got everything recorded on video) how is that possible that i was said i can play any sort of games or providers. They told me that i can use proxy connection and all will be avaible that it is normal experience. I asked if it is legal and if it is ok with their terms they told me that it is ok. I managed to do wagering of almost 33 000 € and made the cashout of 2000 € next day i was playing with some rest of the money and then i realized that my account is blocked. I recieved email from them that was saying that i am from UK so they need to void all my winnings and resend me my deposit of 100€. I checked later reviews and i see there is so many people having same bad experience with them that i am wondering how this site can be still running. I would like to report this behaviour to look closer on it please. If it is needed i can provide with transcripts or video recorded with informations i mentioned before. If they knew that i am not able to play from UK why they advised me and support me untill they were suposed to pay me out my winnings? Now i feel scamed since they void my winnings and they just blocked me on chat and don′t want communicate with me.

Best regards

P. Just

Dear Petr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://casollo.com/terms/:

"Due to legal regulations casollo casino games are not available to players from the following territories: Belarus, France, Hungary, Latvia, Portugal, Singapore, The Kingdom of the Netherlands (Netherlands, Curacao, Aruba, Bonaire, Saba, Statia and St Martin), Turkey, Ukraine, United Kingdom, United States."

"Absolute Restriction

United States of America, United Kingdom, Spain, France and Italy."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much for fast reponse. With your informations i feel much more hopeful. But as i said problem is that they probably perma blocked me on chat since rude support just told me that it is a done thing and i never get any reply on emails i have sent even when i send those proofs. Someone told me to contact curacao egaming comission but unluckily they replied that Cura?ao eGaming has no connection with that site and therefore any references made to Cura?ao eGaming as one of the Master License holders

are false and misleading.

So i am now bit stucked and don′t know what to do as a next step. I can confirm that account was open with Uk ip without any modifications and was open aproximatelly 1 week before i even made the deposit. Same as i send the documents to veryfy KYC. Casino allows to play on many providers even on uk based ip so i was never ever thinking that i cant play there. The only thing was that pragmatic provider was clearly saying its not allowed from my country. So i asked support and they just said bypass with proxy. this is one of my saved transcripts i have video of first conversation about this where they told me just use proxy and you are good but cant upload it here sice there is not such option:

Chat on casollo.com

Conversation started on : Monday, October 05, 2020, at 16:11 (GMT+0)

[16:12]Customer Support: Welcome to our site, if you need help simply reply to this message, we are online and ready to help.

[16:14]V1601914297562607: hello i got question about pragmatic games and some other i was said that i am able to play any sort of games that there are no restrictions to play. But once i made deposit i realized that pragmatic start up shows this Sorry, you cannot use our services from this country.

We apologize for the inconvenience.

[16:14]Aleksandro has joined the conversation

[16:14]V1601914297562607: i was advised to use proxy on support i wanted to try it becouse pragmatic games are one of my most favorite but i have no clue how to run proxy

[16:14]V1601914297562607: is there any chance that somone would help me bit more

[16:16]V1601914297562607: i think i could do manual proxy but i have no idea what sort of IP etc i shoul put in settings

[16:18]Aleksandro: You can read everything on google. I can't explain this to you here, and neither am I allowed to.

[16:20]V1601914297562607: but doest it work as vpn? i was asking if its legal since it clearly say its restricted but if it was advice from your support so i hope if i would do that there will be later nothing like fortifying my winning that i used proxy or something just like that

[16:20]V1601914297562607: all i would need to know what country i should use for that proxy

[16:21]Aleksandro: I can't explain this to you here, and neither am I allowed to. To withdraw is not a problem because you have to verify your account. No matter which country.

[16:22]Aleksandro: This is just an IP number. You have to send your personal date later by email.[16:22]V1601914297562607: ye i understand i was more likely afraid that it would somehow breaking your policies that i played game that i wasnt allowed to play from my country[

16:23]Aleksandro: Everyone uses vpn

[16:23]V1601914297562607: if you are ok with that i will try out then...Its weird anyway since pragmatic is on other websites normaly open for uk...

[16:24]Aleksandro: much fun I wish you

[16:24]V1601914297562607: thank you have good day

[16:25]Aleksandro: Thank you, too

[16:25]Aleksandro has left the conversation

So i think it is clear..But this guy on support later on when i tried ask him why he didnt stop me or something he arogantly said. He can say whatever he wants and cut me off line. If you would help me out i can promise you that i would reward you for support as well ??.

Thank you very much, Petr, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: you can forward any other relevant proofs to [email protected].

ok thank you very much i can send over the transcript and video from suport is it [email protected].com? becouse it is not completed ??

Hello Petr.

My complete email adress is [email protected] without the .com, let me know if you have any questions.

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

Sorry for missunderstanding of adress ?? i sent over some additional info/proofs.

Hello so i tried contact even few other given comissions and cooperations that would be able to control casollo unluckily last week was absolutly without single response. I see the time countdown is on 0 so what will happen next are there any new informations? They keep sending me promotions every day on new % deposit bonuses and it is even unable to unsubscribe...how anoying.

Hello Petr.

I have just sent you a testing email. Let me know if you have received it.

We would like to ask the Casollo 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’.

Hello Jozef, yes i have recieved that email. As last option if we will not get further i wanted to send this complain to some sort of comission that is licensing this website but i barely can get some information since it looks well hidden. I tried some other supports to help me out but their contacts were without response. So if there would be any chance that i could get at least this sort of information i would be grateful.

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 Petr.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. 

Best regards, Jozef

www.kpvfaw.com

[email protected]