Casoo Casino

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...

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:

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

Can you Help?

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.