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,
