Casoo Casino

Casoo Casino - Problem with my witdralaw

€600

At first, I had trouble getting verified because they wouldn't verify my card, and when I did, they now refuse to withdraw. I have emails for everything I want to send you. They lie that I deposited 20 euros and the required turnover is x3 for me to withdraw, but in fact, my last deposit was 50 euros, which I turned over to 3,000 euros. They lie and do everything to withdraw it. I want the prosecutor's office to investigate this casino. Today they wrote me an email saying I canceled the withdrawal and to request a withdrawal again, which is not true because I didn't do anything. Yesterday I only deposited 20 euros to play and did nothing else, and they are cheating and writing that I canceled the withdrawal. They are liars and fraudsters who rob people.

Casoo Casino - Deposit not on my casino balance

€3000

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...

Casoo Casino - Does not give 36Euro

€27

Hello, I deposited yesterday 36€ on casoo and they dont give me my money. I play every day and my transactions via Credit Card are arriving within seconds but on casoo888 im waiting now 12h.
They are lying and playing with me in the livechat and they don't care about my situation.
They are telling me it's in a few mins there and I should contact them 1h later If it's not there. So I did 5 times and they can't do anything. It's just sad and a shame.

And something like this happend to me like 10 times on Casoo but after 1-2h the money was there. But now nothing. Really bad service and buggy website.

Casoo Casino - Allowed me to KYC and Deposit from restricted country

€36

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:

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

Can you Help?

Casoo Casino - Pending withdrawal is delayed

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.

Casoo Casino - Profile incorrect information

€1000

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.

Casoo Casino - Delay payment of 900euro and rejection of withdrawal without any reason

I made a withdrawal request and it was cancelled due to uncompleted verification. I was informed by email.
After my verification was completed i requested again a withdrawal using bank transfer.
The next morning i received an email that informed me about the rejection of my withdrawal. Of course there was no reason written this time.
So it is obvious that they try to delay the pay out.

Casoo Casino - Missing Deposit of €20

€900

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.

Casoo Casino - Depositing amounts exceeding deposit limits

€20

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

€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

hedge_g000

10/10

Casoo is all that I expected from a casino app. It’s compact, it operates smoothly, and the selection of games is staggering. That said, I do find myself playing the same handful of favorites, but it’s nice to have the option if I ever want to explore other titles.

The promotions are great, but it’s not as expensive as other casinos. I don’t think it’s a loss, though. I still find something fun daily. I think it’s all designed for my personal pace.

JasmiinaVainio

10/10

I’ve really enjoyed my time playing at Casoo Casino. The site has a clean design and is super easy to navigate, even for someone like me who isn’t the most techy. What I love the most is the huge selection of games. There’s something for everyone, but I always find myself going back to the slots since they’re my favorite. Casoo definitely makes online gaming fun and stress-free.

However, the minimum deposit is set at €20, which goes past my personal daily limit. If it were a bit lower, I’d find it easier to work with and play more comfortably. For now, I’d give the site these stars, as everything else has been smooth and enjoyable.

Dear JasmiinaVainio, Thank you so much for taking the time to share your experience with Casoo! We’re thrilled to hear that you’ve enjoyed the clean design, easy navigation, and especially our wide selection of games - it’s great to know you’ve found your favorite slots! We also appreciate your feedback about the minimum deposit. Your point is completely valid, and it’s always helpful to hear what can make the experience even more comfortable for our players. If you’d like to share more thoughts or need any assistance, our Support Team is always available via live chat or at [email protected] - they’ll be happy to help. Thanks again for your kind words and thoughtful feedback. We’re glad to have you as part of the Casoo community and wish you many more enjoyable sessions ahead! Warm regards, The Casoo Team

Casoo Casino 2 months ago

kariMAN

10/10

As a total beginner, I really appreciated how easy it was to get started on this site. The interface feels intuitive, and I didn’t get lost trying to figure out where to play or how to make my first bet. It made learning fun instead of intimidating. I also love that the platform is mobile-friendly; I can play on my phone while commuting or waiting around, and it runs just as well as on my PC. Another big plus is the live chat support being open 24/7. As someone new, it’s reassuring to know that if I have questions or run into issues, I can get help immediately without stressing. These small touches make a big difference for a beginner like me.

I noticed the limited selection of table games. For a beginner, it’s fine to start with slots and casual games, but if you want variety in classic table options, it can feel a little short.

szilagyizo23

10/10

As a mum of two, I don’t get much free time, so I love how easy Casoo Casino makes payments. They take so many options like cards, e-wallets, and even crypto like Bitcoin (BTC) and Ethereum (ETH). I can deposit fast, and most withdrawals only take a few hours with e-wallets, which is a huge plus. I also like that the site works well on my phone, so I can play while waiting for the kids. The live chat is always there if I need help, and that gives me peace of mind. Casoo feels safe, quick, and simple to use.

While I enjoy Casoo Casino, there are some things I wish were better. The withdrawal fees can be annoying. A 10% fee when cashing out feels steep, and as a mum, I watch my budget closely. The daily and monthly withdrawal limits also make it hard to take out larger wins. Still, the payment speed is nice, but the fees and limits hold me back at times.

Dear szilagyizo23, We sincerely appreciate your thoughtful and detailed feedback. It is truly rewarding to know that you enjoy the convenience, speed, and reliability of our payment systems, as well as the accessibility of our platform’s mobile version and live support. We take pride in offering a seamless, secure, and user-friendly experience for all our players, and it is gratifying to hear that these features have enhanced your gaming experience. We also acknowledge your concerns regarding the withdrawal fee and limits. Please note that a 10% commission fee is applied if the turnover requirement is not completed. We understand that certain policies, such as the turnover requirement, may sometimes feel inconvenient. However, this measure is intended to prevent misuse, where deposits are made solely for withdrawal purposes without any actual gameplay. Such practices place a significant financial strain on the system. The turnover rule is helping us maintain a healthy platform, ensure fast payout processes, and uphold high-quality service for genuine players. At the same time, our withdrawal limits are carefully defined in accordance with our licensing obligations and industry best practices. reflecting our commitment to transparency, compliance, and responsible operations. We highly appreciate your understanding and sincerely apologize for any inconvenience this may cause. Best regards, The Casoo Team

Casoo Casino 2 months ago

Padovesi02

10/10

I was so bored one night, and my buddy told me to check out this site, “Casoo.” Didn’t expect much, but that 100% deposit bonus + free spins had me hooked real quick LOL I’ve been playing for a month now, and the weekly cashback is pretty dope, it helps a bit when my luck isn’t on point. I also love that I can get my winnings back fast with their process, like legit instant withdrawals!!! Plus, they support crypto! Bitcoin makes it super easy, no cards needed.

One thing that bugs me a bit is the bonus rules, tho. They’re kinda tricky with all the wagering stuff. I had to play a bunch just to hit the requirements before I could cash out. Other than that, it’s still chill and fun enough to keep me coming back.

sirviantero464

10/10

Since I can't always sit in front of a computer (I'm a mum of twins), I'm really particular about the casinos I choose. Casoo is incredibly mobile-friendly, and I can easily play on my phone during breaks. The interface is smooth, simple, and very easy to navigate. And aside from my favorite wolf-themed slots, I also enjoy the wide selection of jackpot slots at Casoo. They bring an extra thrill to my plays, especially with high payouts (at least whenever I play). Also, I have to give credit to Casoo's chat support! Back when I was new to the site, they guided me through everything with patience. Their quick and friendly replies made it easy to adjust.

Honestly, I don’t have any complaints at all. Casoo has been nothing but enjoyable for me from the moment I signed up. Everything runs smoothly, the games are fun, and the overall experience has been really positive.

brucematthews27

10/10

Alright, so I’ve been around the block with online casinos (50+ under my belt yeah, don’t tell my wife lol), and Casoo really knocked me sideways in a good way. Support here is solid. Not the canned “please wait while I copy/paste this” type, but actual humans who know their stuff and don’t make you feel like you’re bugging them. My first deposit with a bonus was a bust, but on my second try €20 in, some free spins, decent wagering. I’m sitting at €170 pending withdrawal to my crypto wallet. RTP here actually feels fair. Most folks seem to stick with EUR and I think that keeps things consistent. Cashouts is about 20 minutes unless you did something shady (so don't). I was skeptical, but my crypto hit in about 8 hours without me sending a single doc. That’s a breath of fresh air compared to the ID parade other casinos put you through.

detective_nancy

10/10

Casoo Casino is out of this world! (yes that’s a pun since they’re space themed) Honestly, I stumbled upon it in the metro looking for something to try on my phone, and found out about it. They have full mobile support, which makes me so happy because I’m not fond of using desktops for gaming. And unlike other casinos, Casoo’s mobile version is very well-made because its fast, easy to use, and streamlined for better experience!

I want to see more games in it though. As of my current playtime there, I noticed there is a limited choice of games. Maybe in the future, they’ll add some, and I do hope they do because I’m planning to stay here.

Dear detective_nancy, Thank you so much for your wonderful feedback — we absolutely loved reading your review! It’s fantastic to hear that you’re enjoying Casoo on mobile. Our team has put a lot of effort into making sure the mobile experience is smooth, fast, and fun for every explorer out there.  We also truly appreciate your thoughts about the game selection. Feedback like yours helps us better understand what our players value most, and it’s always great to know what enhances your experience.  It means a lot that you plan to stay with us, and we’ll continue doing our best to make your journey through the Casoo universe as enjoyable as possible.  Warm regards, The Casoo Team

Casoo Casino 3 months ago

Johnybravo

10/10

Casoo has been my little escape on quiet nights. I'd pour a glass of wine and play a few rounds of live poker. Or, sometimes, spin some jackpot slots. Casoo's become the perfect way to unwind now that life's a bit slower on my end. The game selection is impressive, and I mean this not just in quantity but also in quality. I enjoy the live casino so much, as it feels so close to the real thing and it makes the room a little less empty. The providers that Casoo partnered with are some of the best too :) The site itself is smooth and easy to use. It works perfectly on my phone, and I like that it even supports different language options.

If I could ask for anything, it’d be more table games outside the live section. Still, that’s just a small wish. Casoo has been nothing but enjoyable for me.

francisgagne