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Caxino: [solved] Account blocking after chat traffic

Topic created on 01st Oct. 2021 | Page: 1 of 1 | Answers: 6 | Views: 1,839
P1989D

[solved] Account blocking after chat traffic

1st Oct. 2021, at 01:48 pm CEST#1
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Hello GambleJoe Community,

i'm getting back to you today with my first post, which unfortunately is directly a complaint about Caxino (Rootz Limited).

I am a casual gambler and have deposited and withdrawn 2-3 times at Caxino before. Everything went smoothly, even my account was verified and everything was great.

Tuesday (28.09.2021) I deposited 2x150,- Euro at night and played Wild Frames with small stakes (0,80 Cent). I made a 2400x win and had over 2,000 euros in my account. After that I contacted the Live Chat and asked what I still had to wager in order to completely convert and withdraw my deposit. Here they told me another 93.60 euros and then everything is done. I then made several spins at Reactoonz for one euro and was then far above the required turnover. Afterwards renewed inquiry in the chat and a very nice coworker confirmed to me the full conversion. 2.055.55 euros I have then paid out.

In the course of Tuesday I got the message to have to verify my account again, there I was already slightly suspicious - but thought, with the amount is probably normal and have executed it. So I sent again my ID card and my bank statement including address and IBAN (first you wanted a service charge statement of the past 3 months, but I do not have in the middle of the year and so it was said that a bank statement in PDF format is also possible) I then also directly sent my whole August 2021, since I have nothing to hide. On the statement is even a Deposit at Rootz to recognize, which again proves the legitimacy.

I am from the bottom of what concerns Online Casinos, sometimes a little anxious, with sports betting providers such as Bet3000 or Interwetten I do not have this fear that something goes wrong. But if an online casino writes me I have to verify again, then it seems like a deliberate time buffer. Especially if the payout amount is over 2,000 euros, I honestly get cold feet.

So I then (possibly) made a small mistake, I have to get the money as soon as possible and lose my worries the casino by email that I have run the Verification again and "hope that the money is in the next two days on my account".

After that I received a message from Caxino that money from casinos should never be used to generate income, you should only play for fun and with money you can lose.

My account was directly blocked.

I was first very perplexed, because I did not want to express it that way at all, or I think it is just in the nature of man that you want to have your win as soon as possible.

I then had to answer that I play purely for fun, have never borrowed money from friends and know all the information channels regarding gambling addiction.

I answered all this in the correct form and simply told it like it is. I play exclusively with money, which can also be lost.

For over 70 hours now I have heard nothing from customer service, my account is still blocked, I have no confirmation of verification (as I said documents completely flawless, same ID as before and also the account statement flawless and unredacted). Of course, I do not have my money in the account either.

I am now very afraid that Caxino will permanently block my account (which I would even accept, although I have actually made no mistake), but I would like to have my money very much and also completely justified.

What do you think I should do? As I said, customer service by mail does not answer, the live chat says for 3 days that it is checked and I should wait.

The question is, how long? Do you have any experience?

Kind regards

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S****d

[solved] Account blocking after chat traffic

1st Oct. 2021, at 04:37 pm CEST#2
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hi,

that is also brazen of them


best to ask here at the Gambejoe team to help you or get in touch with the casino in connection

Caro ->>&gt

--->> https://www.gamblejoe.com/profil/caro/

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mdm41
Rookie

[solved] Account blocking after chat traffic

1st Oct. 2021, at 06:08 pm CEST#3
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There is one good thing about it. With a blocked account, you can't gamble away the win again. When the matter is over, hopefully positively, I would have my account closed directly there.

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P1989D

[solved] Account blocking after chat traffic

4th Oct. 2021, at 10:01 am CEST#4
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Hey,

short update. I had already contacted Caro on Friday.

A short time later the account was opened again.

Nevertheless, everything is strange. In the account itself it says under "My account - Verification" that I am completely verified. Parallel to the message that my account was unlocked, I was asked to send my ID again, because yes not all four corners are recognizable, this is 1. wrong and 2. I was exactly with this ID already verified before (as described above).

Be that as it may, my account is open, the program says verified, I had now also sent my ID again via mail to support@caxino.com, because it does not work in the system itself, since verified.

Nevertheless, I'm now waiting for almost 7 days for the payout and to the thing with win not gamble again... that would now be possible again, because at the payout still the button "cancel" appears... but I will beware ever again a cent at Caxino to implement.

I hope that now finally something happens.

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P1989D

[solved] Account blocking after chat traffic

4th Oct. 2021, at 02:11 pm CEST#5
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Watch out people, now it gets really wild or should I better say "Wildz" ?
Or let's say it's absurd.

I just logged into the Live Chat again and asked how it looks like with my withdrawal. I was told there that I need to verify my secondary account and change my name...

That's when I got suspicious because a) I don't have an account with Wildz and b) why change names, never entered my name by mistake or anything.

I said that can't be and where is the problem.

Then the support told me that on my address is still someone registered with the initials PN...

it took me a moment until it rang in me. I live in an apartment building and one of my neighbors has the initials PN...

I asked cautiously if this is so and got a "yes" through the flower.

So I was told that my neighbor also does online gambling, which is an insane misuse of data and what is even worse, my payout depends on my neighbor, whom I only know through stairwell meetings and who is possibly no longer active, if he was at all? Nobody knows if the mail still exists and if he ever verifies himself.

I find this incredibly insane. Wildz/Caxino can't ask me to ring his doorbell and say, "Hey, verify yourself, I know you play at Wildz and my payout depends on you"

That is so unbelievable...

I have no more words for it. Big thanks to Caro who is taking care of this insane case in parallel...

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P1989D

[solved] Account blocking after chat traffic

4th Oct. 2021, at 03:49 pm CEST#6
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Liked this post: Avatar von Cole666 Cole666, Avatar von RiverSong RiverSong
Last but not least, I would like to announce that the case seems to be solved.

Again, I can direct my thanks to Caro. Caro contacted the manager directly and brought about the solution.

She was able to make the manager of Caxino believe that my neighbor and I are indeed two different people.

The manager has assured that everything has been clarified internally and that the payment will now be arranged.

So it should actually be done.

THANKS CARO!

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Caro
Expert

[solved] Account blocking after chat traffic

5th Oct. 2021, at 01:56 pm CEST#7
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P1989D has just informed me that he has received his payout. So I can close the thread.

This thread was closed

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