Complaint #77 Casoo Casino

Rejected withdrawals no solution

By BILAN P.

6 years ago

Message on forum

Dear ASkgamblers,
I am a gambler and a positive Thinker when it comes to Gambling and having Fun. I am From Lao P.D.R also known as Laos located in south east Asia. We have a 2-3 famous Casinos here but i prefer to play online. Of all my years of online gambling i have never come across a situation like this. I know which online casinos restrict players from my area or not. Its just as you register info will be provided that service is not available to us and they will not accept any transactions. but i play at Bet 365, Pokerstars, Casinogods, and many more. But the issue here is both my payments visa and master went through swiftly to Casoo casino. upon withdrawal all off my withdrawal are rejected. They say my bank wont accept the funds. i checked with my bank they said they cant accept the funds because no funds have been submitted LOL. they also said that if a transaction goes through they see no reason in blocking the incoming funds. all the other online casinos have no problem with my withdrawal request. When i tried to argue with my bank all they said respectively was i cant help with the money if there is no money funded. i backed away in pain and knew they must be something wrong. i asked them if they could withdraw to my master virtual since my visa wasn't going to work on their behalf. the casino said u must deposit minimum to make another withdrawal request. i did as told and submitted another withdrawal which was to no surprise rejected again. they blamed my bank again. But i know that in order for my issue to be resolved is here submitting my story. Skrill Neteller and other e wallets are not used in Laos so there is absolutely no way to get my small funds back 266$ . the loses i made here are in the thousands so all i can say is some casinos just don't care. they even gave me glitter points for 10 free games on dead or alive in which the game does not exist in their collection searched for it nothing. so saddening or i even feel pity that such treatment is given to me.
Thanks a lot for hearing me out. i was recommended through jack gambling channel on youtube for the links of all casinos. this link for Casoo was far my worst.

Disputed Casino Casoo Casino

Reason Declined payment

Amount $266

Discussion

AskGamblers

• Support Team

6 years ago

Dear @laokillerz8888,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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

6 years ago

Hi,

The Terms and Conditions of Casoo state the following:

8.7 We will attempt to accommodate Your request regarding the payment method and currency of payment of Your withdrawal. This, however, cannot be guaranteed. Therefore, we may process and pay withdrawals in a different payment method than the one requested by You, such as through different payment providers, a bank draft or wire transfer (any charges associated with relevant payment methods are set out in the Website). Similarly, in certain cases, the currency of Your withdrawal may not be the currency in which Your deposit was made or that was otherwise requested by You and, in circumstances where we are required to convert Your deposits between different currencies, the conversion rate used by us will set upon our discretion.

Therefore it is the players responsibility to be able to accept and use payment methods provided and supplied by the casino not the other way around.

Payment institutions are separate entities the casino has no control over and have their own regulations, limitations and rules.

Please follow the instructions of the support department to receive your withdrawal(s) immediately.

Kind regards,
Daniel

laokillerz8888

• Laos

6 years ago

Hi Casoo Casino or whom it may concern,
Thank you you for the information provided in detail about the availability of deposit methods used at the casino, i am aware that the casino is saying they will solve the issue as soon as the solution is found which has a probability of 50 % success and 50% unsuccessful if i understood right.
The alternative provided Ecopyaz, BTC, ETH, LTC is not available at my country. Another option is an output to the card using orange pay.
Here are my clear thoughts on the process if i proceed through orange pay via my master card or visa card there is no doubt it will go through 150% as it went through wire card as a provider but what are the chances of my funds being funded to me via orange pay if i do another deposit? But again losing a few extra dollars to get more is worth the risk.
But as a customer from Asia Laos P.d.r i see huge flaws and gaps in your system if i may elaborate. Despite being able to deposit using international known cards as master and visa and providing the legal documents of identification which is all verified the casino failed to explain to the customer that withdrawal is not possible through the cards from my country or this might be the first case that have actually happened to a customer from Laos. Secondly the Casoo Casino can be very misleading saying it accept players from Laos, If the Casino do have customers from Laos please refer how they cash out their winning payouts. Or am i the only customer? i consider myself to be on the high end of Lao Citizens and if there are other available payouts i should know. But here are my other alternatives i have in order to accept incoming transactions.
1. Bank wire (simple but effective) requires swift code bank details etc 3-5 days
2.web-money account i have as well in the WMZ currency equivalent to USD which i can provide (instant)
3.Paypal account i can provide as well
4.Western union or Money gram (info available)
5.Paxful account for BTC
All 5 options if available i can provide the details and verification of the accounts.
i would like the casino to choose these alternatives if my deposit via orange pay goes through but still rejected to accept incoming transactions which will result in further deposit loses. As long as the casinos say i will be compensated in my winnings i will be happy to continue playing on the site even though the loses of future funds from future deposits. But there must be a way to get compensated for my winnings as any gambler would get.
Bet365, pokerstars, Casinogods,N1casino have in the past no issues compensating my winnings through my Cards Visa and Master. And my Bank confirmed me that any incoming funds via Gambling is not an issue unless it is in the millions which i must report for tax but again they will not halt the transaction. Please read my thoughts and give an alternative that will make me feel positive that my winnings are safe and can be compensated that is all i am wishing for.
Thank You.

Casoo Casino

• Representative

6 years ago

Hi Laokillerz

Unfortunately, at the moment we have no further information regarding the possibility of withdrawing funds to your bank. We have sent a request to the payment system, they will solve this issue as soon as the solution is found - we will definitely contact you.
At the moment we can provide you with an alternative, as we have written before:

Ecopyaz is an electronic wallet.
BTC Transfer
ETH transfer
LTC transfer
You can also use another card through the Orangepay system.
(you have a choice of two systems to output to the card, you only used Wirecard)

As we have already written to you, for this you will need to make a minimum deposit (10 USD) and put the total balance on the withdrawal.

To the question - about free spins on Dead or Alive slot - the spins have been given on the slot from betsoft (Viking Voyage) - as slots from NetEnt are not available in your country. Please note that the letter states that the slot may vary depending on your country and game availability. If a game is not available, it will be automatically replaced by another one.

Kind regards,
Daniel

Casoo Casino Complaint Stats

Resolved 25 / 25

Avg. Amount $2,613

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Casoo Casino Complaints

See all complaints for this casino

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,

95h left

€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

Problem with my witdralaw

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.

Resolved

€3,000

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