Codere Casino IT - Аккаунт игрока заблокирован.

Good morning,

I have been a Codere customer since 10 October after having lost the welcome bonus on slots and having won, it seems to me just over 100 euros at roulette (I don't remember the exact amount and Codere has not confirmed it to me via email), on 22 October they block my bill.

To my requests for explanations they answer me:

We inform you that during the game session you have made complementary and equivalent bets, in order to make the amount withdrawable. The account was therefore suspended for 180 days.

Considering that I have never done anything even remotely connected to this, having never requested a withdrawal, having always played roulette and considering that my every bet was placed on no more than half of the numbers on those available on the wheel, with a probability therefore always greater than 50% in favor of the casino;

Since I have never requested a withdrawal, nor did I intend to do so,

I consider the suspension of my account (and the balance within it) for 180 days to be unjustified.

After having pointed this out, Codere has been telling me for a month that he will carry out checks, in the meantime my account is still suspended as a precaution .

When customer service replies, it simply copies a standardized response.

Buongiorno,

Sono cliente Codere dal 10 ottobre dopo aver perso il bonus di benvenuto alle slot e aver vinto mi pare poco più di 100 euro alla roulette (non ricordo la cifra esatta e Codere non me la ha confermata via mail), il 22 ottobre mi bloccano il conto.

Alle mie richieste di spiegazioni mi rispondono:

  La informiamo che durante le sessione di gioco ha effettuato puntate complementari ed equivalenti, al fine di rendere prelevabile l’importo. Il conto pertanto è stato sospeso per 180 giorni.

Considerando che non ho mai fatto nulla di nemmeno lontanamente collegabile a ciò, non avendo mai richiesto un prelievo, avendo sempre giocato alla roulette e considerando che ogni mia puntata è stata effettuata su non più di metà dei numeri su quelli disponibili sulla ruota, con una probabilità dunque sempre maggiore al 50% a favore del casino;

Visto che non ho mai fatto richiesta di prelievo, e nemmeno avevo intenzione di farla,

Reputo immotivata la sospensione di 180 giorni del mio conto (e del saldo al suo interno).

Dopo aver fatto notare la cosa, Codere è da un mese che mi dice che effettuerà verifiche, nel frattempo il mio conto è ancora sospeso in via precauzionale.

Il servizio clienti quando risponde si limita a ricopiare una risposta standardizzata.

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, the winnings were accumulated without the use of bonuses as the bonus paid was lost in full.

I have sent you the history of the conversation

Thank you for the help you are giving me

Buongiorno, le vincite sono state accumulate senza l'utilizzo di bonus in quanto il bonus erogato è stato perso integralmente.

Ho provveduto a inviarle lo storico della conversazione

La ringrazio per l'aiuto che mi sta fornendo

Thank you very much Marco for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marco!

From now on, I will take care of your complaint. I would like to invite representatives of Codere Casino IT into this conversation in order to provide us with some insight on the situation and help us resolve the issue.

We would like to ask Codere Casino IT to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.