Complaint #129 Casoo Casino

Problem with my witdralaw

By Sławomir W.

1 year ago

At first, I had trouble getting verified because they wouldn't verify my card, and when I did, they now refuse to withdraw. I have emails for everything I want to send you. They lie that I deposited 20 euros and the required turnover is x3 for me to withdraw, but in fact, my last deposit was 50 euros, which I turned over to 3,000 euros. They lie and do everything to withdraw it. I want the prosecutor's office to investigate this casino. Today they wrote me an email saying I canceled the withdrawal and to request a withdrawal again, which is not true because I didn't do anything. Yesterday I only deposited 20 euros to play and did nothing else, and they are cheating and writing that I canceled the withdrawal. They are liars and fraudsters who rob people.

Disputed Casino Casoo Casino

Reason Delayed payment

Amount €3000

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

1 year ago

Dear @Walleiceland,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casoo Casino

• Representative

1 year ago

Dear WALLEICELAND,

Thank you for providing the information regarding the case.

First and foremost, we sincerely apologise for the inconvenience and frustration caused by the issues mentioned above.
With regard to your concern relating to the deposit turnover requirement, we have carefully reviewed your account. We can confirm that at the time of your withdrawal request, the deposit turnover requirement had not yet been met. In line with our Terms and Conditions, a 10% fee was therefore applied.
However, we also confirm that you subsequently made an additional deposit, which was successfully wagered in full. Consequently, all subsequent withdrawal requests were processed without commission.

We would also like to address the issue with verifying your credit card. Our Security Department requested that you compress the image of your credit card to ensure a successful upload. We are pleased to confirm that this issue has now been resolved and your card has been successfully verified.

Regarding the withdrawal delays, we acknowledge that several attempts were cancelled due to technical issues on the provider's side. We truly regret the inconvenience this has caused. Please rest assured that your most recent withdrawal request has been processed successfully on our side. Your funds are now on their way and should be credited to your bank account within 1–3 banking days.

We genuinely appreciate your understanding and patience throughout this process. From our end, the case has now been successfully resolved.

Should you have any further questions or need additional assistance, please don’t hesitate to reach out.

Best regards,
Darja

Casoo Casino Complaint Stats

Resolved 27 / 27

Avg. Amount $2,589

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Casoo Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Casoo Casino Complaints

See all complaints for this casino

Payment delayed for 10 days

As per casoo rules withdrawals process instant .

I have two successful withdrawals within 2 hours.

But after they told there is technical difficulties to transfer my withdrawal.

But again after they asked me to submit video verification and i done it next day.

But after withdrawals are still in pending no response from customer support and all the tickets for support has been closed.

Please askgamblers help me.

Resolved

Will not refund my money despite operating without license in Denmark and several requests to permanently delete my account

I am submitting this complaint regarding Casoo Casino and its refusal to refund my deposits.

I am a resident of Denmark. At the time of registration, Casoo's website, customer support, Terms and Conditions, and customer-facing policies were available in Danish. Denmark was selectable during registration, and I was able to create an account, make deposits, gamble, and withdraw funds without any restrictions.

After reviewing the casino's Terms and Conditions and contacting support, I discovered that:

Casoo has confirmed in writing that it does not hold a Danish gambling licence issued by the Danish Gambling Authority.

Section 6.6 of Casoo's own Terms and Conditions states that citizens or residents of Denmark are restricted from using and accessing the platform.

Despite this restriction, Casoo accepted my registration as a Danish resident, accepted my deposits, allowed me to gamble, and processed transactions on my account.

In addition, I repeatedly requested that my account be permanently closed:

13 February 2026 – Request to delete my account.

2 April 2026 – Request for permanent deletion of my account, explicitly stating that it should never be reopened.

14 April 2026 – Request to block my account.

Despite these requests, my account remained accessible and I was able to continue using the platform and making further deposits.

I contacted Casoo directly and requested a voluntary refund. Casoo rejected my request and stated that their decision was final. In their response, they relied on a clause stating that it is the player's responsibility to determine the legality of gambling in their jurisdiction. However, they did not address why a Danish resident was accepted despite Denmark being listed as a restricted territory in their own Terms and Conditions.

I am requesting AskGamblers' assistance in obtaining a fair review of this matter and an explanation from Casoo regarding:

Why Danish residents are listed as restricted users in their Terms and Conditions while Danish customers are accepted in practice.

Why did my account remain available after multiple requests for permanent deletion and blocking?

Whether a refund of my net deposits should be considered in light of these circumstances.

I have supporting documentation including:

Written confirmation from Casoo that they do not hold a Danish gambling licence.

Casoo's refusal of my refund request.

Extracts from Casoo's Terms and Conditions.

Evidence of my requests for account deletion, permanent closure, and blocking.

Evidence that the website and contractual documents were presented in Danish.

Thank you for your assistance.

Kind regards,

Resolved

€4,000

Not getting my money withdrawn

I have been a member of this casino since 2024. During my first year, I had no issues with withdrawals. However, this year I have experienced major problems when trying to withdraw funds.

I made my first withdrawals on the 9th (two withdrawals) and another one the following day. I used the same bank card that I used for deposits and that I have previously used for withdrawals without any issues. All of these withdrawals were returned to my account after six business days, and I was informed that my bank had declined the transactions. I contacted my bank and the card issuer, and they confirmed that they have not received or declined any transactions and that there are no restrictions on my card.

I then contacted customer support, who asked me to make another withdrawal. I did so, and the following day I received a message stating:

"Our Finance Department has informed us that your withdrawal has been unsuccessful and has been cancelled. We'd like to kindly ask you to try making the withdrawal again, or try making the withdrawal using an alternative payment method, such as instant banking, if suitable."

When I contacted support again, they told me that I must use the same card that had previously been used for withdrawals, even though I already had done so. They also asked me to try again and assured me that this time everything would go through without any issues (see attached files).

When I tried again, I received yet another message a few hours later stating:

"Our Financial Department informed us that the withdrawals you have requested were returned to your gaming balance because of the rejection on your bank side.
We kindly ask you to try again and use a different card for your future withdrawal.
We sincerely apologise for the inconvenience it may have caused you.
Should you have any additional questions, please do not hesitate to contact us at any time."

I contacted my bank again, and they confirmed that this information is incorrect. This is also evident, as it would be impossible for the bank to receive and reject a card transaction within just a few hours on the same day.

Please see all attached files for reference.

Resolved

€600

Deposit not on my casino balance

I made a deposit on 19/03 but it is still not on my account. The payment provider - Mifinity - was already verified last year.

In the beginning, Casoo kept telling me they were investigating it. After sending the proof of the deposit, they now say they are waiting on an answer from Mifinity.

And this is now going on for a few days while I hot a reply from Mifinity within a few hours.

Casoo is just keeping me hanging on....I played there a lot a few months ago, and this problem started when depositing for the first time after I took a break...

I hope you take this seriously. Something very rotten about this...greetings...

Resolved

€27

Does not give 36Euro

Hello, I deposited yesterday 36€ on casoo and they dont give me my money. I play every day and my transactions via Credit Card are arriving within seconds but on casoo888 im waiting now 12h.
They are lying and playing with me in the livechat and they don't care about my situation.
They are telling me it's in a few mins there and I should contact them 1h later If it's not there. So I did 5 times and they can't do anything. It's just sad and a shame.

And something like this happend to me like 10 times on Casoo but after 1-2h the money was there. But now nothing. Really bad service and buggy website.

Resolved

€36

Allowed me to KYC and Deposit from restricted country

Dear AG Team, in AUG 2020 I registered an Account at Casoo Casino.

While registering, I gad to set a password, the Nickname , e-mail address and the country I live in. Made a small deposit. Played some games. Then - got some winnings and made withdraw. I'v got a personal LTC wallet address to made my deposits to casoo. Hash is - https://live.blockcypher.com/ltc/address/MJgtzkEKQsfCWwZwMDXagUtZAazc31SVJC/

As you can see - I deposit to this address 272,18 LTC. Logs from my account is attached.

In 2022 year, from January - to December - I made deposits around at 20k+ Euro. But I've got no luck and just played it - so I didn't made any try to withdraw money. But when I've got a bonus in January - I got some play and want to withdraw - then I see. I've got no withdraw methods and wrote to support.

Than security answer me. That they blocked my account because my country (Russia) is restricted from their site.

But when I made deposits - it wasn't restricted. And when they gave me bonuses - it wasn't restricted.

So it's clearly to see for me - It's not fair play from them. Because, they got all my deposits and NOTHING is tell me on site or smth that I can't play in casino. But when I want to take some money back - they just say "It's restricted". Not correct, they were Not allowed to accept me AS a Player neither to accept my deposits.

Answer from security last was like:

"Please kindly note that our security system is checking user profiles only upon a withdrawal request, which is why we only now were able to detect your account and its origin country."

So in my mind - Restricted and blocked - okay. But take money from me that I deposited - unfair. They shouldn't allow me or inform me.

So dear team. Please help to solve this issue.

I want to:

Void all stakes on my account
Refund to balance ALL balances with the calculation of the fair formula: deposits minus withdrawals

Can you Help?

Resolved

Pending withdrawal is delayed

Hello.

I have been a user at Casoo Casino for around 2 years Of time. Made tons of deposits and several withdrawals. I am KYC verified as well.

On the 12/11-2022 - 03:56 i wanted to withdraw 1000 euro which has been pending ever since. I have been in contact with support that claims I am in a queue and have to patience(fair enough), then getting told that there are minor problems with the financial system that they are going to fix.

Yesterday I got a mail which stated they are having some minor problems with all withdrawal requests at the moment and if I want to cancel the withdrawal I should reply back to the e-mail. That mail I haven’t responded to.

The terms clearly say that if the amount doesn't “exceed” 1000 euros, the withdrawal will be done in 72 hours.

Resolved

€1,000

Profile incorrect information

I made a withdrawal which was declined because the casino said my profile was marked as “politically exposed person”

I sent a screenshot to show that box is not ticked on my profile and advised them that I’m not a politically exposed person and they said they will advise the technical team and have it fixed in a couple of days.

It has now been over a week and I’ve still had the matter not sorted and my withdrawal not paid.

Resolved

Delay payment of 900euro and rejection of withdrawal without any reason

I made a withdrawal request and it was cancelled due to uncompleted verification. I was informed by email.
After my verification was completed i requested again a withdrawal using bank transfer.
The next morning i received an email that informed me about the rejection of my withdrawal. Of course there was no reason written this time.
So it is obvious that they try to delay the pay out.

Resolved

€900

Missing Deposit of €20

I made deposit 20€ at 25th April 2021 through Instant Transfer to Casoo Casino. Unfortunately after the money had taken out from my online banking, the payment webpage was frozen. So I was wait and open new web for Casoo Casino to see if my deposit already there. I did not find my deposit and I made complain to their CS trough Chat. They ask me to wait for several hours and come back again later if my deposit still not there. After 1 day wait, they send me email said that my deposit was not reached them because I was canceled the transfer. For me that was really wrong statement. I did sent them the screenshot payment from my bank with reference number of payment. The money already transferred to them.

So they asked me the statement from my bank account starting the date that i made deposit to them. I also sent it like what they want from me. But until today, 5 days waiting and still waiting, there are no clarity where is my money now. The money also not back to my bank account, also not visible in my Casoo Account.

Resolved

€20