Beschwerde #22
Casoo Casino
Admitting fault of random removal of funds from account then closing my account
vor 6 Jahren
Hello,
I have been playing at Casoo Casino a hell of a lot over the past 4-5 months. I am Level 49 in their loyalty program. (no idea what the top level is though). Tonight I was granted 40 free spins. I played the free spins, wagered the amount 35 times successfully and didnt violate any of the terms and conditions relating to bet size or betting manner. I checked the bonus terms over and over again before I even played the free spins to ensure that I knew what I could and couldnt do with this bonus. I completed wagering of the bonus and my balance was $482.53, a few minutes later I returned to Casoo to find my balance was suddenly missing $388.81. I did like anyone one would and jumped on live chat and opened up the terms and conditions to triple check for the 20th time that they werent mistaken.
In the terms and conditions it states the following:
9.9 The maximum amount of money that can be won from a no deposit bonus (eg. glimmer rewards, cash-back, bonus money, complimentary free spins and other free awards) accounts to €1,000 and other currency equivalents. Any winnings resulting from such bonuses exceeding €1,000 will be kept by the management.
Example 1: The player is credited 100 free spins on Book of Dead. The player manages to win €5,000. From the €5,000 €4,000 will be kept by the management and €1,000 will be available for the player to withdraw.
Example 2: The player is credited 1,000 glimmer. The player buys free spins, bonus money and or any other shop item that can be used for playing games at Casoo. The player wins €1,500. €500 will be kept by the management and €1,000 will be available for the player to withdraw.
Example 3: The player is credited a €50 bonus with x10 wagering. The player proceeds to win €6,500. €5,500 will be kept by the management and €1,000 will be available for the player to withdraw.
9.10 The customer acknowledges that bonuses for leveling up will be credited to the customers account and automatically activated. Such bonuses may wagering requirements applied to them. The bonuses may have varying expiration times. If the customer wishes not to receive bonuses the customer must contact the customer support and inquire a bonus block in order not to receive bonuses when leveling up and them not activating. If the bonuses and wins thereof expire and bonus balance burn the casino shall take no responsibility to recoup the lost sum.
Naturally having read all of that again. I proceeded to chat to live support and ask them to assist.
After some time, live support admitted that in fact I was correct and they proceeded to stall and make excuses and ask for me to wait 5 hours for the manager to come online. I was told within 30 minutes they would have an answer for me. Fast forward an hour and my account has been closed and I have been left absolutely disgusted with Casoo's attitude toward their own customers and TERMS AND CONDITIONS they themselves wrote and demand customers abide by.
I have been playing at Casoo Casino a hell of a lot over the past 4-5 months. I am Level 49 in their loyalty program. (no idea what the top level is though). Tonight I was granted 40 free spins. I played the free spins, wagered the amount 35 times successfully and didnt violate any of the terms and conditions relating to bet size or betting manner. I checked the bonus terms over and over again before I even played the free spins to ensure that I knew what I could and couldnt do with this bonus. I completed wagering of the bonus and my balance was $482.53, a few minutes later I returned to Casoo to find my balance was suddenly missing $388.81. I did like anyone one would and jumped on live chat and opened up the terms and conditions to triple check for the 20th time that they werent mistaken.
In the terms and conditions it states the following:
9.9 The maximum amount of money that can be won from a no deposit bonus (eg. glimmer rewards, cash-back, bonus money, complimentary free spins and other free awards) accounts to €1,000 and other currency equivalents. Any winnings resulting from such bonuses exceeding €1,000 will be kept by the management.
Example 1: The player is credited 100 free spins on Book of Dead. The player manages to win €5,000. From the €5,000 €4,000 will be kept by the management and €1,000 will be available for the player to withdraw.
Example 2: The player is credited 1,000 glimmer. The player buys free spins, bonus money and or any other shop item that can be used for playing games at Casoo. The player wins €1,500. €500 will be kept by the management and €1,000 will be available for the player to withdraw.
Example 3: The player is credited a €50 bonus with x10 wagering. The player proceeds to win €6,500. €5,500 will be kept by the management and €1,000 will be available for the player to withdraw.
9.10 The customer acknowledges that bonuses for leveling up will be credited to the customers account and automatically activated. Such bonuses may wagering requirements applied to them. The bonuses may have varying expiration times. If the customer wishes not to receive bonuses the customer must contact the customer support and inquire a bonus block in order not to receive bonuses when leveling up and them not activating. If the bonuses and wins thereof expire and bonus balance burn the casino shall take no responsibility to recoup the lost sum.
Naturally having read all of that again. I proceeded to chat to live support and ask them to assist.
After some time, live support admitted that in fact I was correct and they proceeded to stall and make excuses and ask for me to wait 5 hours for the manager to come online. I was told within 30 minutes they would have an answer for me. Fast forward an hour and my account has been closed and I have been left absolutely disgusted with Casoo's attitude toward their own customers and TERMS AND CONDITIONS they themselves wrote and demand customers abide by.
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