As of April 27, 2020, the company "Casoo.com operated by SGS International" contacted them in order to withdraw my

money bank that I had in the account, this is rejected by them and then they proceed to block my account and with it they keep the money I had, without any type of refund on their account.

According to them, they do this because I broke the rules because I was duplicating accounts. Something implausible, to which I have come to the conclusion that it was that I live with a roommate in the same house and when making deposits in the casino it was done by two different cards, one mine and the other my partner's .

Then I have also verified that this company continues to operate in Spain with offering bonds which is prohibited in this country, also in its rules it does not appear at any time that the deposit cannot be made in these ways.

With all the technical support workers that I spoke, they do not answer my emails, moreover, they have blocked me so that I can not send them anything else.

My purpose is to return the money I had earned (since this has happened because I have had profits, if I do not think they would not have blocked it)

In addition to the investigation of this company, which is registered in a tax haven.

Also add that at no time did this company ask me to send them my identity document or any document to verify my identity.

A dia 27 de Abril de 2020 la empresa "casoo.com operado por SGS International" me pongo en contacto con ellos para poder retirar mi

banco de dinero que tenia en la cuenta, esta es rechazada por parte de ellos y a continuacio?n proceden a bloquearme mi cuenta y con ello se quedan con el dinero que teni?a, sin ningu?n tipo de reembolso por su cuenta.

Segu?n dicen ellos, esto lo hacen porque incumplo las normas debido a que estaba duplicando cuentas. Algo inverosimil, a lo que he llegado a la conclusio?n que fue que yo vivo con un compan?ero de piso en la misma vivienda y a la hora de realizar depo?sitos en el casino se hizo por dos tarjetas distintas, una la mi?a y otra la de mi compan?ero.

Luego adema?s he comprobado que esta empresa sigue operando en Espan?a con ofreciendo bonos lo cual esta prohibido en este pai?s, adema?s en sus reglas no aparece en ningu?n momento que el depo?sito no se pueda hacer de estas formas.

Con todos los trabajadores del soporte tecnico que hable? no me contestan a mis correos, es ma?s me han boqueado para que no les pueda enviar nada ma?s.

Mi propo?sito es que se me devuelva el dinero que habi?a ganado ( ya que esto ha pasado porque he tenido ganancias, si no creo que ni me lo hubieran bloqueado)

Adema?s de que se investigue esta empresa, que esta? inscrita en un parai?so fiscal.

Tambie?n an?adir que en ningu?n momento esta empresa me pidio que les enviara mi documento de identidad ni ningu?n documento para verificar mi identidad.

Dear Eduardo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:

"Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts".

"Bonuses can be received once per person (Customer), per household, per address, per mobile phone, per shared computer and per shared IP address. Risk-free bets on any games or services do not count toward the wagering requirements. Winnings from free spins are added to the bonus money balance."

We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you, or your roommate, have redeemed any bonuses in the past? 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

With my account, no voucher was accepted or redeemed. My partner I think so, but not money if not spins.

Thank you

Con mi cuenta, no se acepto ni canjeó ningún bono. Mi compa?ero creo que si, pero no de dinero si no de spins.

Gracias

Thank you very much Eduardo for your quick reply. 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.

Hello Eduardo.

I am very sorry to hear about your negative experience. We will now try to get in touch with the casino.

Dear Eduardo.

I have finished with evaluation of the case. Since you have clearly breached a few casino T&Cs, we believe you are not entitled to the requested amount and we are forced to reject the case.

Please be aware that the rules below are common in the whole gambling industry and can be also found in the Casoo Casino T&Cs.

By making a deposit you confirm that the payment method used for the deposit belongs to you only and cannot be used by anyone else.

Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services.

We highly recommend you use only your own card for gambling purposes.

If you wish to play with your partner from the same IP adress we recommend you tchoose different casinos or contact the casino support before the deposit, explain the situation and they may provide you with additional solutions.

Please, let us know if you have any questions or require further assistance. 

Best regards, Jozef

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