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Casoo Casino

Our Rating CasinoRank
9.1/10
CasinoRank
Player Rating 372 reviews
9.5/10
372 reviews
Complaint Response 26 complaints
2 days avg. 26 complaints

AskGamblers Quick Overview

Editor’s View

Casoo Casino takes you on an adventure in space! The endless cosmos isn’t empty – at least not when we talk about Casoo Casino. Players can find a wide range of casino games they can enjoy on PC, Mac or mobile.

What we like
  • Top tier software providers
  • Mobile friendly design
  • Live chat open 24/7
What we don’t like
  • Limited selection of table games
Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.


Casoo Casino Details

Here you can find all the specific details about this casino.

  • General
  • Payments
  • Games
  • Responsible Gambling
  • Customer Support
Website
https://www.casoo.com
Established
2019
Licences
Curacao Gaming Control Board
Affiliate Program
Languages
English, Norwegian, Polish, German, Danish, Spanish
Casino Type
Mobile, Instant Play, Live Casino, Crypto Casino

General Information About Casoo Casino

When you’re looking at the best casino websites, each of them is a part of a reputable gambling company and has a respected licence that allows them to provide gambling services. Casoo Casino isn’t an exception. It comes with a Curacao gambling licence and is owned and operated by SG International N.V.

Registration is simple, and some personal details are required to get started. Remember that you have to be 18 or older to enter Casoo Casino.

Before you take off to explore the vastness of Casoo Casino, we recommend you read our casino review, in which you will learn everything about this operator, ranging from the set of games offered to responsible gambling tools available.

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Complaints

Read the complaints other players have left for Casoo Casino. Learn more about complaints.

Show all complaints
Casoo Casino - Not getting my money withdrawn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.
staus Resolved
€600
Casoo Casino - 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:

  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?

staus Resolved
Casoo Casino - Depositing amounts exceeding deposit limits
Hello,

Firstly, I am re-submitting this complaint as my first attempt got rejected due to insufficient evidence. I will try to structure this one as best as I can, with evidence to support all my claims, and I hope that you will give it a chance because I believe I have a good case. Secondly, apologies in advance for the long post.

This complaint is in regards to Casoo casino allowing me to deposit amounts exceeding my confirmed deposit limit.

Before I start, I want to clarify that Casoo casino do not have any tools on their website that allow the user to set their own deposit limits. To be able to set a deposit limit, the user has to request it via email. Their terms and conditions state the following under section 8.4:
“8.4 You can set a deposit limit on Your Account in any one day. For details of how to set up a deposit limit please contact [email protected]. Any confirmed reductions to your deposit limit will be of immediate effect.”
I will also mention that my account has been fully verified since I started playing (ID, address and deposit method)

Below is the full timeline of events. I will try to attach evidence for each point.

1. My initial request
On the 5th of January 2020 I emailed [email protected] asking them to set a monthly deposit limit on my account. They replied the following day to say that the support department can not set limits and that I should contact the security department instead ([email protected]) . This email conversation is attached as “Attachment 1”
I believe that I had then forwarded the email to the security department immediately after. However, I think I deleted the email and could not find it.

2. Following request being ignored by the security department
On the 11th of January 2020 I emailed [email protected] asking them to set a monthly deposit limit on my account. They did not reply. Email attached as “Attachment 2”

3. Receiving confirmation that a deposit limit has been set
On the 13th of January 2020 I emailed again, telling them that I have been depositing more than I can afford to lose due to the lack of a deposit limit and asking for one to be set again. Email attached as “Attachment 3”
They replied asking for a more detailed explanation of why I want to have a deposit limit set. I replied to them 5 minutes later, giving them the information they asked for and requesting a limit of 20euro per month to be set.
Later that day, I received confirmation from their security department that they have set a limit on my account for 20euro/month. Emails attached as “Attachment 4”

4. Continuing to be able to deposit freely
After receiving confirmation that the deposit limit has been set, I did not play for a week. However, because I am an impulsive gambler and struggle to control my urges, I went back and tried to deposit. To my surprise, it worked. I deposited 20 euro, lost it, tried to deposit again and it worked. Rinse and repeat 100 times from January until present.
I lost much more than I can afford in this period of time. Two days ago, I asked Casoo support (live chat) to send me a summary of my deposits from January-March. They then emailed it to me – please see “Attachment 5”. You will be able to see that I deposited 1600 euro between February and March.
I had also deposited 2000 euro in January. A large part of this amount was deposited while being ignored by the security department but before they confirmed the deposit limits.

The AskGamblers website states the below in the submit-complaint screen
a) "The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly. If it’s written that you have to wait at least 24 hours until the deposit changes take place, then you must wait for a day and that’s all, no exceptions would be accepted."

In my opinion, this was not the case. I believe I have a good understanding of the casino terms and conditions and my actions were in line with the terms.

b) "Did the casino accept deposits amounts exceeding the deposit limits? If so, then you are free to ask for a refund for all sums accepted by the casino, which are over the deposit limit, you have set. There are no exceptions for this rule and each casino is obliged to follow it."

In my humble opinion, this was the case here. This is why I am trying to obtain a refund.

I believe that any deposits made in February-March (which surpass the monthly limit of 20euro) should be refunded. This means 1540euro.
I also believe that deposits made between January 6thth-January31st should be refunded in good faith. From my calculations , this was 800euro.
Total refund amount I am seeking is 2340euro.

Please, if the format of the attachments is not good enough, let me know and I will send you the emails either in PDF or original HTML format

@AskGamblers, I hope you will find that this situation deserves a fair trial.

Thank you
Adrian
staus Resolved
€500

Complaint Statistics

Resolved 25
Avg. Amount $ 2,613
Avg. Complaint Duration 8 days
Avg. Response Time 2 days

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Player rating
9.5/10 372 reviews

Top reviews from our players

The welcome bonus package at Casoo, which features 200 free spins, has truly made my experience playing on their platform phenomenal right from the start. The bonuses offered are fantastic, but what sets Casoo apart is the extensive range of games they provide, including an impressive collection of live dealer titles. The combination of a generous welcome bonus and a diverse selection of games makes Casoo a standout choice.

As a new player, I am thankful for Casoo's 1st deposit bonus of up to 100% plus it also comes with 100 free spins. The site is also mobile optimized making it easy for me to play games on the go. Casoo also has weekly cashback bonuses which is a huge plus for me to extend my gameplay without overspending.

Casoo has everything I’m looking for in a casino from good games to great promotions. All of it in a concise mobile-friendly package. It runs smoothly, too. I’ve been playing games with lots of animations so it’s great.

I always have fun earning glimmers in their loyalty system. It's just the usual gathering of points as you play but their galaxy theme casino is pretty entertaining. Lots of games from Spinomenal on the site too which is one of my top providers!

I really appreciate the way Casoo handles categories. They really highlight great options under Win Huge. This is where I was introduced to Book of Shadows and I have loved this game since. Absolutely no regret.

I’m not sure why but the live casino tab showed no results. Does that mean they’re not partnered with providers licensed to provide games for me? I hope this updates someday I want casoo to be my go-to casino.

Very happy with how quick signing up on Casoo was. No extra info needed, I got to start playing right away. Plus, big thanks for welcome bonus I got when I made my deposit! Those 200 free spins were a blast, and I actually bag some wins from them!

The welcome bonus package that includes free spins is a phenomenal start to my time playing at Casoo. The bonuses are awesome but they stand out with the massive selection of games, including live dealer titles

I had some difficulties with the bonuses which I couldn't access when I was on holiday. The withdrawal limit was pretty low. I hope these issues can be looked into and resolved

Casoo is one of my go to casino sites. What made me give them a perfect rating is their user friendly interface. As a new player, I am easily confused with many casino interfaces but I never had this problem with Casoo. I also love their casino games which is a plus.

I haven't really encountered any issues when playing at Casoo. I just really hope that they continue to expand their casino game selection! although they have my favourites, it wouldn't hurt to add more!

Casoo immediately and easily became one of my favourite casino sites. Not only do they offer a generous welcome bonus, but I can also enjoy some of my favourite casino games on the site. Their live casino game titles are undoubtedly my favourites.

I don't really have any issues with Casoo. My experience was a smooth and enjoyable time. If I were to add a con, I do hope they fix some bugs the site experiences. although they weren't much of a bother, it will help improve the experience further.

Casoo is a fun casino because of its loyalty system. I wonder if it truly is infinite progression. It's been fun switching from one game to another but my real joy comes from leveling up this account. Everything can happen with bonuses and I have enjoyed the welcome bonus already.

Starting my journey with the welcome bonus got me hyped and none of the other bonuses have matched that so far. I wish there was another bonus I can claim that can do so.

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