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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Casoo Casino - Not getting my money withdrawn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

Great casino. I love the games here. Been a loyal depositing customer for years now :) Lovely customer support team, always speak to you with the best customer satisfaction.

Inactive user
1/10

Fast casino with many games. is look fear to play and they can answer fast only if it's positive to them. All my favourite games is there, I was enjoying playing there in beginning.

The story begin after I ask them close my account permanent Duo gambling problem I want stop. They closed in 1 second after 1 week receive message that I have bonus and my account is reopen again. This case was done 3 times and Duo the problem I had is the only Casino between 600 Casino online I was playing do this kind of illegal way to get back players who had problems with gambling.

They send me today email after I lose 3 deposit, you should confirm by email for permanent closure. I am so disappointed and angry from such Casino who don't respect choice of players. My process with Law is charging this problem but I want also share it with gamblers.

Love the easy navigation of the website. They also have a vast variety of games. Love the glimmer points for that little extra. Also had a minor tech problem and they solved it super quick. Payouts are also fast!

Good service and good agents. Helped me get out my winnings in a couple of days.
I ❤️ you. Want to play and have a smile on your face.
Casoo!

Fairly and fast working website in technical perspective. Big variety of games. I'm not really good at writing anything more positive, feels like a bit forced.

Lack of responsible gambling options for the end user to set by yourself & support processes / willing to help. That is a big minus for me.

You need to request exclusion from it from the support, and when they reply to you, they cannot fulfill your request like you wanted. They respond with automated message, that they can set only 1 week exclusion and you need to make separate request to different e-mail address. From that address, they are not replying at all, or at least in timely fashion. Been waiting for several days now. From players perspective, responsible gambling option requests should be reacted faster.

In my humble opinion, the first line support IS FULLY able to forward the request to the next department to fulfill players request to exclude him/herself - it shouldn't be that hard, they have all the information needed.

This casino is one of the best for me.
A lot of games, helpful support and very good design. Let's not even talk about the leveling system: it's simple and there are a lot of good options to choose from.
Rapid level development, etc.
Fast payouts.

Nothing, I am sure.
I don't know what to write. I didn't find something that I don't like. Try it out and draw conclusions.
I really like this casino.

Casoo offers for new players a very nice welcome package on your first deposit. You get 100% up to 300 euro, but that is not all. You also get 100 free spins on starburst. On your second deposit you can get a 50% up to 300 euro bonus and 100 free spins.
Casoo offers every week a lot of interesting promotions and bonuses. Love this casino it’s my number one choice :)
One thing I also like is this Glimmer thing :) Great games always a blast, they gave me great birthday bonus.

Nothing at all, everything is going great, wish it did have earnfer but easily manageable without. You never win all the time but it’s fun trying.
I’m fairly new, I haven’t had any issues or bad experiments yet.

Great casino that convinced me at first with the interesting presentation. Due to the wide selection of different games and providers, I quickly found almost all of my favorite games. They usually have great bonus offers, also after the first deposits.
One thing I also like is this Glimmer thing :)
You collect Glimmer while playing and can trade it for free spins or bonuses. Since I didn't notice it at first, I had already collected a lot of Glimmer when I became aware of it.
Very friendly customer service!
Payments also works fast and without any issues.

Until now, I did not have any bad experiences. Hope it won't change in the future.
Sure, I did not win every time, but that's a thing every player should be clear about :) (little joke)

Casoo is a relative new online casino. I found it on AskGamblers and thought, this casino is very interesting, so I joined the casino. The registration is very simple and quickly done.
The verification process doesn't take much time. You can choose a lot of deposit and withdrawal methods.
Deposits and withdrawals go very quick and uncomplicated.
Casoo offers for new players a very nice welcome package on your first deposit. You get 100% up to 300 euro, but that is not all. You also get 100 free spins on starburst. On your second deposit you can get a 50% up to 300 euro bonus, and again 100 free spins.
Casoo offers every week a lot of interesting promotions and bonuses.
In your treasury you can see what kind of bonuses you can choose. When you start playing in the casino you will get "glimmer". That is the currency what you need to buy free spins, tournament points, cash and a lot of awesome other things like an iphone 11. What ever you like with glimmer you can buy it in the ingame shop.
Every day of the week you can join awesome space races. The price pool of this tournaments is from Monday till Friday 200 euro. On the weekend race the price pool is 5000 €.
On Casoo casino you can find a very big game collection. All your favorite games you can find here.
The design of the website is really awesome. I think it is better then the design from a lot of other casinos.
Playing in this casino gives me always a lot of fun.
The customer support is always very friendly and they do their best to help you if you have any problems or questions. You can translate the website in 10 different languages.
I can advise you to try out this casino, buy the welcome package and build your own mine.
I hope this review will help some of you to join Casoo too.
What i dislike? Really nothing

Decent selection of games. Pretty ok site. Looks ok, but a bit slow. Ok filter function, still bad, but ok. A wolf in sheeps clothing most likely.
Funny how you are forced to write something good when there isn't really anything good or anything good becomes bad because everything else is useless.

Ignore emails. Sending SMS even though you have opted out. It is a waste, I can't even deposit on their page because they don't offer me proper deposit methods.
Can't set your own limits, no surprise there.

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