Casoo— player complaints: 10 in English

Casoo offered me wager free spins as a part of their "glimmer" campaign. I used those spins won 2 euros and continued then I deposited more and gambled and won like 6000 euros. went to withdraw after speaking to their CS about this who said no you no limitations whatsoever on your balance. after I withdrew it took two days and all of a sudden my balance was cut by 3000 euros and I got an email saying withdrew 1000 euros approved. horrible as they didn't say anything about this whilst I was depositing.

Hello, Six times my different withdrawals were rejected for verification purposes yet my account was verified each time. For my last withdrawal I asked the support Team if I had met the requirements related to wagering and I performed the 505C$ withdrawal on 28 june 2021. I received an email of final decision of rejection due bonus rules breach of high bet reaching 20 euros on 29th without any solid proof. I never bet in euro and I never bet high. Surprisingly the game history of the 28th disappeared from my account, the visible history is available from 29th onward. The support Team member claimed they keep only 3 days of history visible for player! 28th to 29th is three days ?? The amount became 20.79:C$ with another staff. I have all the communications available.On my request they provided picture showing their allegation then another excel sheet. We all know that pictures and Excel sheets could be tampered with or else why would they block my access to my game history ! I explained to the staff that I lost most withdrawals without complaining and I complied completely with their rules, I asked them many times for guidance, they were helpful. I suggested to check my entire history to realize that I never bet high, I had no need to do so, plus I am not a professional gambler. They knew I am a beginner and I proved my ignorance by cancelling a withdrawal and losing it since they have sticky bonus. I repeat I never dare betting high. Obviously it is either system error, human mistake or somehow made and added manually. I explained that I shall share my experience for others to learn, they considered my style aggressive and threatening. I know that I did nothing wrong and I want my rightful winnings to be restored. If had breached the rules, they would have refunded my deposit to my bank account and closed my casino account, instead they confiscated the winnings and left my deposit in my casino account to play and loose as I did many times previously. Thank you for taking the necessary action. With regards,

In Germany it is not allowed to play illigally. Paragraph 4 of the State Treaty on Gambling, so I request all my deposits back. furthermore I let myself be blocked there I am addicted to gaming they have blocked me for a week then I could make further deposits and have therefore lost a total of 5000 euros I also said that their answer is only for 7 days

I am suffering from a long-term gambling addiction. I wrote to this casino plenty of emails to block me but they ignore my gambling problem. I want a refund of my deposits due to my gambling problem.

I started to play at Casoo, and did see after a while that they don’t have swedish play liecense so they sholdn’t let me play. This was two weeks ago, still no reply. Since I suffer from gambling problems I contacted them again saying that: You shouldn’t let me play here and I have gambling problems I can’t stop myself.... still no reply. So I want a refound of all my deposits, if not: at least I want the deposits that was made after my first E-mail witch is 800 euro.

Hello! I have a really serious issue here and I need your maximum understanding please. I recently claimed a bonus in Casoo and it expired before I finished wagering. All my money disappeared. The reason it expired is that I played games that do not contribute. However it is not my fault as it is nothing stated in casino terms about the fact that Kitty Cash and Sugar Pop do not contribute. I made a screenshot of Terms, I can send it if you need. Anyway, casino did not change their Terms yet. I asked casino to return the money to my balance as the confiscation is completely not fair, they acted against their own rules. Casino ignored my email so I decided to appeal to you.

Hello, I have problems with account verification and thats why my withdraw request cannot be processed. Issue is with Casoo casino and i noticed (in Askgamblers site) that some other players also have had this same issue recently with this casino. Well i uploaded three documents first and those where accepted. But next day they send e-mail where they wanted 3 more dcuments,for example selfie with id and hand written paper note where must be text ""Hello > Casoo, withdrawal on 30.09.2019". I send those also but those 3 latest documents they seems to be cannot verify for some reason. Then after few days i got this e-mail: " Unfortunately, we can't verify your account yet. Since you have many matches with other accounts, we are waiting for the rest of accounts to send us their documents. In case we can't identify all the accounts you have matches with, your account will be blocked and your deposits will be returned." I really dont understand what they are meaning with that sentence??? i really cant! I of course asked them what they are meaning with this, but no answer for that question. And thats for sure that i dont have multiple accounts in that casino. I hope that you can help me with this cause i think that next e-mail that they will send to me is that they block my account and decline my winnings for no reason at all. i send those 3 latest documents 30.9 and withdraw request is made one week ago.

Fully verified account no multiple accounts. Asked support if I would have any issues with my account or withdraws was informed I had no reason of concern which I have screenshots of. Never had a issue with account until i went to withdraw then all of sudden my account was under investigation and account was closed but they were returning all my deposits. After multiple attempts of asking why my account was closed the response was 'I was known to have multiple accounts with other casino's' (not this casino) and I had used a vpn for 90 minutes. The vpn was accidentally left on unintentionally on my phone. I was allowed to deposit into the casino multiple times after the vpn was on

Hi, I made a deposit on my birthday at casoo.com. It was two times 25 Euros via paysafecard. For the second deposit I took the second deposit bonus of 12.5. So, i had 37,5 Euros to play. I won 1500 Euros and I was overwhelmed because I have lost so much money on Casinos and it would be a lifesaver. I wanted to withdraw the money to my account. But, Casoo blocked my account because according to there terms and conditions I play with 5 Euros per spin and it’s only allowed to play with 3 euros while having a bonus... I m Broken and sad... I cannot believe this... I have never seen the terms and conditions I cannot even open them... I ve Never read or seen or heard anything about it. I show you what they Wrote to me: Hi [EDIT], According to our Terms and Conditions: 9.5. The maximum bet when having an active bonus is EUR 3 per spin or EUR 0.3 per bet line. Casoo reserves the right to void and or remove winnings resulting from larger bets than allowed with an active bonus on games of Casoo. Max allowed bet with an active Welcome first and second deposit bonus accounts to 2 EUR / AUD / CAD/ USD / 150 RUB / 20 NOK/SEK / 3 NZD. Max allowed bet on other Welcome pack bonuses (3rd, 4th deposits) account to – 5 EUR / AUD / CAD/ USD / 350 RUB / 50 NOK / SEK / 8 NZD. All 200% welcome bonuses have a max bet limit of 0.5 EUR. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse. 9.7. If a player or a group of players are abusing casino bonuses Casoo has the right to confiscate any wins thereof and to close the players account(s). Since you made bets accounting to EUR 3 and more during the wagering of the Second Deposit Bonus your balance and all wins thereof have been confiscated and your account blocked. Your deposits will be refunded and your account will remain blocked. The decision of the management is final. [EDIT] Sincerely Casoo - Your Intergalactic Casino I really need your help! This cannot be legal... the terms and conditions are hidden... I won 1500 euros .. this is so much Money for me. My nickname is/was [EDIT] Thanks for your reply Best, [EDIT] Please dont Post the complaint with my name on your site or so, I wanna be anonymous... I m so devastated

hi This complain is about the new casino called casoo casino.Sisters casino to casino vino and playvino.I start to play her for about a mounth ago.I have a welcomebonus on my 4 first deposit but i did not win.Later this evening i try 3 new deposit without any bonus and begin to win.Nex day i tryed to take a withdraw at 1531 euro from my account they told me i must remove the old wagring from my account. When i do that my funds burned up because this was not wagered from my 3 deposit.I can not understand why wagering follow you when you take a new deposit without bonus.I get thee same answer from the casino all the time. Its nothing we can do.