Casoo Casino

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.

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.

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.

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.

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