Casino Room— player complaints: 7 in English

Funds where spent on my account without my consent and the company won’t reimburse the funds that were lost due to their security

Ticket Reference: FKH-WGXTQ-043 (by MGA)Mail from [EDIT] Mail from [EDIT] The plaintiff, [EDIT], demands from the defendant - Casino Rooms - your legitimate winnings of € 1.2000 and asks for a payout. The defendant refuses to pay out on the grounds that the plaintiff operates two player accounts. The plaintiff refuted this claim by stating that the second account belongs to her sister [EDIT]. Both persons are real and registered with their own account at Casino Room. The defendant states that the IP and the bank account used are identical. In this regard, the plaintiff stated that both people temporarily use the same WiFi network or the same mobile phone to play, but NOT with the other person's account. If payments and transactions have been made from the other person's account, this was done with the consent of the defendant and with the consent of the sister. Testimony: [EDIT] and [EDIT] as well as mail correspondence. The defendant requested a verification of the account from both persons, unfortunately this verification cannot be carried out by the plaintiff and her sister because the defendant has blocked access to the account for both persons. The defendant wants to unlawfully and unjustifiably enrich itself from the plaintiff's profits. To prove that the named persons and the different accounts are 2 different persons, a common photo with ID and two separate photos of the persons are attached. I ask for a quick legal remedy and payment. Many Thanks.

I'm having an issue withdrawing a large win from Casino Room. They fully allowed me to deposit via my revolut card. No issue or warning that it may not work. Fully allowed it. I even then gambled the money and fully wagered it out to then be able to withdraw. I was then told I couldn't withdraw to my card as it is a revolut card...I even went ahead and set up a Skrill account to withdraw the money and again I was blocked as it was against their Anti Money-Laundering rules as I had to withdraw to the same card I deposited from. Which was still being blocked from happening. They even requested me to add a card from an Irish Bank so I could withdraw but this is literally breaking their own anti money-laundering rules!!!! They're the ones breaking the rules here as they allowed me to deposit and game with my revolut card and now al of a sudden since I've won I've been blocked from withdrawing. The casino are entirely in the wrong here. I've followed their rules and I believe they should to

Dear Sir or Madam, I need your help and support in a case. I am a resident of Germany and have registered and logged on to www.casinoroom.com for the first time. I have wagered a total of 2,000 EUR there. However,due to my complaint and contact,I have received 250 EUR back so far. So I am still concerned about the refund of 1,750 EUR. Unfortunately,I only found out afterwards,after I had registered there and played,that online gambling is prohibited or illegal in Germany. I was not aware of this before. Thus,it is not legally permissible for the provider to make registration possible for people in Germany. The provider has nowhere proactively communicated this as a notice in its registration process. In the terms and conditions - to which the provider refers - the responsibility was transferred to the player to make himself clear about the legality in the country of residence beforehand. I find this procedure not serious and,moreover,the business may not and can not be done for German customers. I have corresponded with the provider twice so far,but I have not received any response from the provider to my last reply. I therefore ask for your support to get my deposited money,which is not rightfully retained,back. I can send them the correspondence if necessary. Thank you in advance for your help! Best regards

i signed up few month ago after few losses and few wins 2 moths ago i won 1400€ and cashed out and i immidiatly applied acount closere for 3 months to protect my win till 03 feb 2021 .now on 05 of januari i wanted to check for how long the closure will continue and reached out for the chat and asked how long exactly acount would stay closed the guy told me till 03-feb so i thanked him but he asked me if i wanted to play now i told if it possible why not after 30 seconds acount was accesible again .so i began to deposit and play i lost 1250€ experiencing black screens and lag and i was not able to win anything .so i reached for the provider chat and told them i had my concerns about fairnes of games she told me she would contact the casino room managment about my behavier.next day i get email to send all available documents like proof of income ,proof of wealth and checks for terrorisme to the casino .i told them my acount was verified 4 weeks ago upon 1400€ cash out and now i dont have money on my account and why they think i will play here again after what happend . their replay was your account is now blocked and self excluded. i am fed up with casinos tthat use every instrument to harras players to apply with their license rules but they self breach those rules .hypocrites. since they do not replay to my emails anymore i want the pogg as pointed ADR to casinoroom to ask the casino to refund my deposits in the time that my acount was closed and they breached their own terms wiere state that acounts can only be opend only after acount closer time has passed .very clear. i would not play and lose 1250€ if my account was kept closed till 03 feb. i want them to admit and take responsibility and refund my deposits 1250€ the acount can stay closed i will never play here again since this happend i dont trust this brand . sincerlly kind regards

I requested a cash out of $150.00, I have been told it was processed dec 21, 2020 but I have not received it. I have provided multiple bank account documents as they keep changing what format they need to investigate. At this point they are insisting a $144.00 transaction which clearly states it is a credit for NSF fees x3 is their payment. I have been unable to get their cooperation in the matter, and it's been a month. I am hoping you can intervene and review the information to move this forward. Thank you

Hello, I am contacting you regarding an issue I have with the online Casino "Casino Room". My account number there is [EDIT]. I had a loss limit of 10€ a day at Casino Room. One day I wanted to gamble again so I cancelled the limit. According to the terms and conditions of Casino Room, after cancelling such a limit, the limit stays in effect for another 7 days due to a so called "cooling-off period". This period is for a players safety, and therefore a big part of Responsible Gambling. I also asked live support, and they confirmed the cooling-off period to me. I have screenshots of both, the terms and conditions stating the 7 day cooling-off period as well as the conversation with the live support which confirms this to me. Unfortunately for me, I was able to deposit and furthermore play again without any loss limit after only 24 hours, instead of after the 7 day cooling off period. This is clearly against the terms and conditions of Casino Room. I deposited 3.840,00€ and lost all of it. Due to the fact that according to the 7 day cooling off period which is stated under point 4. "Addiction and Self Exclusion" of Casino Rooms Terms and Conditions, my 10€ loss limit should have still been in effect. Therefore, I only lost the money because Casino Room was not acting according their Terms and Conditions. In my opinion, Casino Room has to pay me back 3.830,00€ (3.840€ of deposits minus 10€ which I should have been allowed to lose = 3.830,00€). I contacted Casino Room about this issue, but unfortunately they are not willing to pay me back the money nor to cooperate. My Account Manager there says that they are acting in accordance with their Terms and Conditions and that there is a cooling off period of just 24h. This is clearly NOT true and I can prove this. I mean just take a look at their Terms and Conditions under Point 4. In my opinion this case is very clear. Casino Room has to pay me back 3.830,00€ since they were not acting in accordance with their Terms and Conditions. If they would have, I would not have lost the money. Therefore they have to pay the amount back to me. For me, this is clear, but since they do not want to cooperate I contacted you now. By the way. As you know the 7 day cooling off period is for a players safety and therefore a big part of Responsible Gambling. .I really hope and believe that you guys can solve this problem for me. Thank you very much in advance, Best regards.