Not issuing my withdrawal, claiming i have multiple accounts

Providing no evidence to support their allegations

Customer service refusing to answer my questions

Dear Urnxtmistake, 

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 I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to alter your true location when accessing the casino website? 

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

There is a slight possible chance the same ip address may come up because myself and my brother share the household wifi

But i dont think this is the issue

It feels they just trying to scam me

I dont use a vpn because this website allows ppl from Australia

And yes i have passed all verification procedures

Thank you for your help with this i do appreciate it

Does your brother also have an account at Woocasino?

I have asked my brother and he has said"No"

Thank you very much, Urnxtmistake, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Urnxtmistake, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Woocasino representative to join this conversation. 

Dear Woocasino, could you please provide more information about this case? 

Looking forward to your reply.

Hello Katarina!

We have sent you detailed information to your email. If you have any further questions feel free to contact us.

We wish you a great day!

Hi Katrina

I would like to know if woocasino has provided any evidence on this matter regarding my apparent multiple accounts

Thanks

Andrew

Dear Woocasino,

thank you for providing the information and for your cooperation.

Dear Urnxtmistake, 

I have received and reviewed the evidence relevant to the casino's decision and, after thorough consideration of all pertinent information, we find the complaint to be unjustified due to a violation of the casino's terms and conditions regarding the use of multiple accounts.

We regret that we are unable to assist you further in this matter. However, please feel free to reach out to us in the future should you encounter any issues with this or any other casino. We are here to provide support.

If you remain dissatisfied with the outcome of your complaint, we advise you to contact the relevant gambling authority that regulates the casino.

I wish you all the best,

Katarina

Casino Guru