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They denied me my deposit and winnings because the first name that I registered with them did not match my IDs. They did not allow me to change my first name and they unilaterally seized my 15000usd without merit. I made only one deposit before I tried to seek verification. They frivolously accused me of being involved in illegal activity without evidence in order to confiscate my money. Utter scam operation.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.casoo.com/en/static-texts/terms-and-conditions:

"When You Open Your Account You will be asked to provide us with personal information, including Your name and date of birth and appropriate contact details, including an address, telephone number and e-mail address (" Your Contact Details ")."

"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 (eg schools, workplaces, public libraries, etc.) and / or account in respect of the Services."

"You warrant that: the name and address You supply when opening Your Account are correct"

Could you please explain in more details what mistake has been made? Did you try to communicate this issue with the casino? Please forward any relevant communication to petronela.k@casino.guru. Thank you in advance for your reply.

Best regards,

Petronela

I have provided them with Daniel as my first name. It is the first name I have used to registered on most if not all websites. It was not a fictitious name or something I did with malicious intent. During the verification process, I provided numerous legitimate identification documents. My government registered first name is Wei Chee. I asked to change it on my Casoo profile. They did not state that the first name must match my IDs during verification process.They deny me stating that the rules do not allow them to change the first name on my profile despite me providing them with all the identification documents. After that they state that due to the verification process being incomplete. They disabled my account and seized my money. Their terms and conditions do not state explicitly the right to unilaterally seize my money. They are extremely dishonest and unscrupulous.

Dear Daniel,

I have checked terms and conditions again, and this is what I found https://www.casoo.com/en/static-texts/terms-and-conditions:

"If you will provide incorrect personal details (e.g. name, surname, or date of birth), we won’t be able to verify your account fully.

Our Security Department may fix three-letter errors in your name/surname only if it’s not the first or last letter of it.

In case of mistakes in the date of birth, our Security Department may change only one digit.

If you noticed that you had provided incorrect personal details during the registration process, please contact us immediately, without depositing."

Have you tried contacting the casino before placing any deposit? Please understand that you have submitted completely different, made up name instead of your real one. Could you please advise if there’s any official personal document issued on the name that you’ve submitted? Looking forward to hearing from you.

Dear Daniel,

We are extending the timer by 10 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.