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

AdrianD

1/10

There is nothing redeemable about this casino. Aside from the fact that they offer gambling which is a fun experience in itself, I can not find anything positive to say about them.

Of the tens of online casinos I have played at, Casoo stands out as the worst. Do not play here. They will ignore your emails, they will refuse to set deposit limits and they will delay withdrawals without reason. They are also incredibly rude and quick to make unfounded slanderous accusations towards their players. Please see the complaints against them here on AG, specifically the 45k EUR one and mine - called "Depositing amounts exceeding deposit limits".

kr1stian2.0

10/10

There are a lot of amazing things about this casino (game selection, design, support, depositing options, withdraw quickness, etc), but mainly I want to praise their level up system. For every level you receive an amazing prize and also they have Glimmers. You can after change your Glimmers points for prizes in their store.

Basically, even if you lose your deposits, Casoo will give you another shot to comeback.

Some of level up bonuses doesn't add or specific slot is not available for my country. But that's a small complaint because support will always change your bonus, no questions asked.

playandpray

10/10

Been playing in Casoo for few weeks now and had some luck. First two withdraws for 60 EUR and 110 EUR where paid out without any documents provided from me. For my 700 EUR withdraw Casoo requested ID and card photo. Docuemnts where approved within 10-15 minutes and I received my winnigs the same day.

They have a lot of bonuses. Seems like they come up with new bonus every day. So you won't be bored, that's for sure

Support is very friendly and quick to respond.

Maybe I am blindsided by my winnings, but I haven't had this good of a casino experience for a long time. Keep up the good work.

Charmz89

9/10

I very much like this casino, good bonuses, good selection of games, good layout, easy to navigate around website, friendly support, all round good fun casino.

Ylermi

1/10

Nothing good to say about this casino, my worst casino experience in my over 20 years of gambling online.

- No livechat
- No reply to emails
- Rejected withdraws ( no reason why )
- Over 30 days I was trying to get my money from them before I gave up and lost all my balance.

ricky76

10/10

I just recently signed up to this casino and so far I am impressed with it, great selection of games from top providers, good welcome bonus, fast and efficient live chat and customer support. So far everything good, I think I will be staying at this casino for the foreseeable future.

So far nothing negative to say about this casino. Unfortunately, I haven't been lucky enough to request a withdrawal so I can't comment on withdrawal times. But going by my experience so far I don't think there will be any problems with withdrawals.

Fiekie247

6/10

I used to be a player at Betitall casino and when I stumbled across Casoo casino I saw their website layout looks almost the same, which got me thinking they are sister websites. However, the gaming providers after I logged in were different that was available. At the one site I could see Red Tiger and the other site I could not.

I was hesitant to signed up here, but given my good experience at Betitall, the fact they processed withdrawals to BTC within 30 minutes, it felt like the right move to do. I signed up and was ready to claim their welcome offer. Was also disappointed to find out max bet on their welcome offer is also $0.50 per spins. I seriously do not know what these guys are think with these ridiculous bet limits.

I contacted live chat just to see how it is, but they took a little longer than usual, I guess I should not compare them to Betitall standards. Anyways I asked them questions about their withdrawals and how long it takes. They said up to 3 days to pay out every method including BTC which surprised me, however the welcome offer was still tempting, and I decided to deposit.

At first, I had some issues as the BTC deposit page gave some errors. So, they are one of the casinos where you deposit BTC and play in USD and you can withdraw the same which is really cool, unlike the Direx N.V group only give the deposit option, but you cannot withdraw USD back to BTC actually. Live chat actually was offline, and I had to wait a day before I could deposit.

I cannot comment on withdrawals at all, as I never reached that stage. Heard some negative things out there from this casino, but what can we say, you need to experience to actually give constructive comments. I have mix feelings about this one.

nspase

10/10

Very good site Great casino. Lots of stocks and quick payouts. Good welcome package and I used it all. I won from my first deposit and withdrawal was paid in few hours. Documents verification is very easy, I just attached them on website. Also they have very wide selection for the slots. Chat support around the clock - what else is needed for a good time A lot of good games and the their support is first class, they're very quick and always happy to help All around great casino.♥️♥️

No bad comments I can say about this casino, but to make up the 150 words limit of a bad comment I could say maybe its missing the Novomatic provider.

Bluejasmine

9/10

Hello Casoo,
Big thanks to live support. By mistake I canceled my bonus and all amount poof'ed, because I didn't end my wagering.
Martin returned my amount, even if mistake was from my side.
Also I really like their loyalty program. New level = new prize.
Casoo never forgets about you.

Navigation could be a bit better. IT took me sometime to find my bonuses and my deposit history. But once you get use to it, there shouldn't be any problems.

Aagard