Cadoola Casino - プレイヤーは複数のアカウントを開設したとして非難されています。

I want to complain to this casino as my account was immediately blocked when I asked for a bonus in the chat. The reason was that I have a double account. I didn't know this when I registered and the software should actually have blocked me. I am therefore requesting my payouts back, because if I had won I would probably not have been able to make a payout anyway. If I had known all this, then of course I would never have registered at this casino. I have deposited a total of 2819 € and I ask for this money back. I hope that this portal can help me with my concern.

Ich möchte mich bei diesem Casino beschweren, da mein Konto sofort gesperrt wurde, als ich im Chat nach einem Bonus gefragt habe. Die Begründung war, dass ich einen Doppelaccount habe. Dies wusste ich bei der Anmeldung nicht und die Software hätte mich doch eigentlich sperren müssen. Ich verlange deswegen meine Auszahlungen zurück, da ich im Gewinnfall vermutlich sowieso keine Auszahlung hätte vornehmen können. Hätte ich das alles gewusst, dann hätte ich mich natürlich niemals in diesem Casino angemeldet. Eingezahlt habe ich insgesamt 2819€ und dieses Geld verlange ich zurück. Ich hoffe, dass mir dieses Portal bei meinem Anliegen helfen kann. 

Dear Marianne777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Have you had an opened account in this casino in the past?

Do I understand correctly that the active balance at the time of your account closure was null? If that's the case, most likely, we won't be able to help you retrieve your deposited funds. If any winnings have been held by the casino on the ground of the accusation of multiple accounts it would be different.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Marianne777,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.