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Casoo casino refuses to pay. The player is accused of forgery
A complaint of € 45,000 was published on AskGamblers. Since September 16, the parties cannot figure out who has to provide documents for verification to Casoo casino and what kind of documents requested.
Player Shxxx won 55,000 euros without accepting any bonuses. After winning, he took small bonuses that were lost. He gambled away 10,000 euros from 55,000 won. However, the casino refused to withdraw the rest of the money, making reference to the bonus policy of the casino. The player exceeded the maximum bet of 3 euros for wagering. That is why they decided to wipe out his previous legal winnings and close the account, despite the fact that the money was won without any bonuses.
“They’ve started completely ridiculous verification process with making up requirements on “format” & “language” of document, during which I’ve provided:
- 3 IDs
- proof of address
- photos of credit card and debit card
- employment contract in Slovak
- confirmation of income from Employer in English certified by notary
- PDF banks statements from credit and debit card in Slovak language (clearly showing legal income)
- scans of paper version of banks statements in Slovak
- scans of bank statements notary translated to English (as they were making up new rules like documents must be in English)"
The casino reported that the player intentionally gave them inaccurate information during verification. However, it took more than half a month for the casino to simply send AskGamblers their evidence, which was called unconvincing. Casoo casino makes mention of some paragraphs of the terms and conditions, which have been violated, in their view:
5.4 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarised ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references and any documentation that validates your source of funds. Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You in relation to the Account or we may, where we reasonably believe that deliberately incorrect information has been provided by You, keep any amount deposited on the Account following the closure of the Account by us.
You have deliberaly provided inaccurate and incomplete information to us, therefore the above serves as an additional reason to keep your account closed.
Answers regarding this case have been provided to you numerous times with the oversight of the regulatory body.
Kind regards, Daniel"
As we said before, Askgamblers called the arguments unconvincing:
However, in late October, probably after the case was discussed at Casinomeister (forum thread), AskGamblers and Casoo casino reopened the complaint, saying that the player needs to go through verification and then the money will be paid.
But the problem is that they have already received a whole bunch of documents, including notarized ones, which confirmed not only the player's identity and payment method but even the source of income and a certificate of employment. It seemed to the casino that notarization was a fake.
After reopening the complaint, the player was asked for a document that proves that he is not guilty of forging notarized documents. In particular, the casino wanted to receive:
- confirmation of income issued by another notary;
- a document issued by a government agency that confirms that a past notary and a new one are accredited locally and internationally. But that is not all!!
- the third document is a player's labor contract translated into English.
They ended their letter with a note that having received these documents, they will see if they need other assurances. The player has attached a screenshot of this email.
The AskGamblers team considered the requirements to be excessive:
The casino representative replied that without these documents the player would not pass verification.
Both sides have more than 40 hours to resolve the conflict. In our turn, Onlinecasinopolice is following the matter and we want to remind you to play trusted and accredited casino only. Be careful and good luck!