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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Casoo Casino - Not getting my money withdrawn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

This is my favorite online casino!! It's very easy to use and the games they have are great. I love playing here so much that I think I am almost nearly qualified for their loyalty program! I am excited about that and their bonuses. You guys should try it too, it's definitely worth it :)

I don't actually encounter any problems with this amazing site. However, some of my mates struggle with the payment methods, so I'll be giving a 9 for now but I know they can improve that part. It's just a minor issue.

I’m not familiar with some of the game providers but they have a nice selection of games and bonuses. The customer support is quite accommodating so I can vouch for their agent, friendly with how they responded to my inquiries. I think I'm quite the expert already at Poker which is why I was expecting for more table games I haven't tried yet.

There's only 1 poker I can play. The table isn’t usually full anyway so I guess that’s alright. I wish there’d be other versions at least to have some variety since the lack thereof kinda makes it look sorry.

They have plenty games playable and I approve how the site is almost animated all throughout.
It is also easy to deposit funds and withdraw my winnings. I don't have to wait long and what makes me more excited is that there are a lot of promotions going on regularly.

Placing my bets on slots has been rather smooth and not laggy and to make things easier there's a starred feature to bookmark the games I want to replay again.

Super cool how there's a big selection of slots for the year 2021! I also saw that their welcome bonus seemed promising so I tried it. I don't regret spending here yet at all as Casoo has really given me a smooth betting transition both on fun mode and real money modes as a verified member. I delved in deeper and to my discovery I found my way to the amazing tournaments they're hosting!

Chat support team sounded like a friendly bunch to me. Helpful and they quickly delivered what I had asked about. Would be even fantastic to see new game providers added.

My online casino fave. No big negatives I can elaborate coz of their solid collection of games. Playing online casino games is just straight to the point. The providers that they put up on their casino are already known and have been standing strong with me since I started during early 2021. Payment options are widely acceptable, haven't tried other stuff except for these online wallets but I'm hoping to finally switch to other hyped methods to switch to like Bitcoin.

Not much of an attractive site at 1st look but then, I never thought that they'd the finest selection of games. Among any other game, I'm a fan of slot games the most because they keep me excited from start to finish. The mere fact that there are more quick paced games to choose from is already a fine takeaway.

Site loading speed could do some work though, make their site a little bit more friendly mobile-wise so that we can use it to the fullest.
That's all I can comment now.

Cool slots and table games. I appreciate how well Teen Patti is presented here. I love that game more than poker! The game categories aren't well organized but the selection of games is always great. You can go to any webpage and you're almost always guaranteed to find the screen filled with high-quality games! I tried a lot of them and they're all exciting in their own unique ways! Casoo Casino is definitely one of those websites built entirely for mobile devices. They are great on the desktop, too. It's just that there are some features missing.

It also doesn't seem to be changing its featured games. I can still see Book of Dead and Reactoonz. I get that they are popular but they can't just stay featured in... months?

I did get excited when I saw that there is a Terminator 2 inspired game! Well, it is actually awesome that there are a lot of games to choose from.
For a couple of days, I have been spending my free time on this site thanks to the bonuses that rev up my slot gaming sessions into a more rewarding full experience.
Aside from that, they also accept Bitcoin if you are a crypto bettor.

During my first few hours, I got confused how to navigate the site. Or was it just me lol? I do hope that they will improve this side, but been playing on my iPad without issues anyway.

It is such an outstanding brand! Hats off to the operators of Casoo casino.
As a computer programmer, I commend both its theme layout and on page execution. It really amps up my online casino gaming experience. But truth be told, it was truthfully their Welcome Package bonus that managed to get me here to begin with.
I would not say no to 200 free spins, took the risk and don't regret it! Albeit being pampered by the generous bonuses and their selection of games, I just recently noticed that it has some limitations in concerning language options.

I just think it would really be great for players to understand their terms and conditions if they paid more attention to localization, it'd be really helpful to have additional language support.

Casoo casino is superb. This site has the best games, they process payments quickly without too much waiting, and even their design isn't too complex to get the hang of.
They seem to have really taken a lot of positive user feedbacks. I registered for the welcome bonus. Only downside I could think of about that has to be me ending up spending way more than I had initially planned to, but that's entirely on me.
Total profits weren't so bad. Just guilty a little bit I consumed all of my free spins at the drop of the hat without me even realizing haha.

Some say their customer service line needs some attention, you need to be patient a bit when you connect to a live agent because they're not online 24/7. Wasn't a problem to me last week, they're sure to get back to and help you with your concern nevertheless.

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