Allowed me to KYC and Deposit from restricted country

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,

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...

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.

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.

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.