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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Casoo Casino - Not getting my money withdrawn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

A perfect 10 for me! I love their unique and realistic rewarding system, this casino offers a massive selection of winnable live dealer games (such as exclusive titles, and including: cosmic realm themes), followed by a variety of payment methods I don't have to stress over about. All of these points are a big benefit to me who's still relying on both fiat and virtual currencies. I don’t have any fuss with Casoo casino.

All seems to be going well, but I'd like to add that they have limited live chat hours. Not 24/7. This may or may not bother your personal gaming experience, but I thought that others must know.

I can never be bored on this site. I suppose they have about more than a hundred of games and it just keeps on adding up whenever some new game developers keep on adding new ones.

I think that it is one of the factors that make it really great to visit. They also have a loyalty program and I think that's great since I am actually loyal to playing with them. It is really easy to use and a very fun site where you can play.

I have thought it best that it would be nice to not give it a perfect 10 yet, since I know that they can still improve themselves. Would've been a 10 if they had a mobile app but it's okay for me even if they don't have it at the moment.

This casino gets a perfect 10 from me as it's among of the best sites that I have played on. Never made me confused or whatsoever when I got in and registered with them for the bonus, really helped me how they're just upright straight to the point here. You'll know what you're in it for. Currently I'm stuck betting on Magic Stars slot, haven't consumed what's left of my free spins bonus just yet. I'm ok with how much profits I've won from it. I'm not really fond of cartoonised animation slots though.
+ Generous rewards from my first deposit gift, the rewards get even better as I progress
+ Got even more impressed when I realised that their live dealer ones and football themed games aren't so bad, there's plenty to choose from. Cool how their table games have different variants, Baccarat, Blackjack, Roulette, etc. you name it they probably have something for you. Don't really have any bad feedback about my player experience here.

Convenient online casino that has a lot of familiar and new quality games to try out and play. It is kind of overwhelming however, but the more choices, even all the more better. It is such a thrill for me to keep playing and betting here knowing that there's a high possibility of me finally earning achievements such as becoming the ‘Lord of Space’! The galactic tournaments are indeed a fun addition for a frequent unyielding player that's picky like me.

I did not have any problems with depositing and withdrawing funds or the whatnot since day one. I have also noticed that they offer loyalty rewards, hope I could claim mine as soon as possible.

I was playing at another casino until I found Casoo Casino, it has got all my favourite slots. It's great that they have a variety of payment options and this is a crypto friendly casino, very convenient for my preference. Never went through hiccups with my player account, Customer service has a schedule though, but they r hands on if I ever am in dire need of further assistance.

They may not have a lot of live dealer games but the available ones are those of which I don't see often at other casinos, so the current array sits fine. Think they should have more tournaments prepared to offer players. Other than that, I'm satisfied with how things are with this casino nevertheless.

Love playing here @ Casoo ! This casino has got everything I practically need and expect for it to have in store. Its services are top-notch and seamless. They have a wide variety of games, live dealer and tablegames library in particular. Plus, I am also loving their Glimmer loyalty rewards concept too.

Can’t really point out a big issue. Sometimes the homepage takes longer to load than I was expecting but it’s not a major concern for me and I’ve noticed no other site problems.

My experience here at Casoo Casino has been terrific. What I absolutely love most is their list of casino games that do not disappoint, especially their animated slot games that I've been really into these days. To top it off, I'm glad that they accept players from all around the world, so I would definitely recommend this casino for anyone who's looking a new online casino to play at. Can see myself play here again for a while.

Waiting time to withdraw my winnings acceptable, doesn't take me longer than a week for my chosen digi wallet. I did had my second thoughts over the availability of their live chat support at first, as other casinos I've tried before paid me no mind.. but fortunately Casoo proved me wrong :3

Right off the bat, I can definitely say that the most interesting about it is its unique reward system. By consistently playing is more rewarding and Casoo also has an amazing collection of games.

There really isn't much to complain about. However, I am kind of thankful that I can speak English and that I'm using euro. Its transaction speed is quite fast too.

Casoo Casino is one of the best choices that you can make while browsing the internet for platforms where you can play games.
The design has solid quality as it is both easy on the eyes but it is also functional to the point that navigation is a breeze.
The selection of games should be a big part of any platform and Casoo is such a great site for that.

Have been trying out their different offers from time to time but I’m mostly a big fan of online baccarat.
I have no problems with any of their games that I’ve played so far.

Casoo casino is a great site for me. This casino looks really exciting when I first visited so I played here right away. I believe that most people tend to skip on this one but it is always the bonuses offered and design that matter for me.

I like playing the slot games that I know for a long time in online casinos, I always play the titles featured by Casoo, hope they add new video slot games very soon I want to try other ones.

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