Casoo - Withdrawal rejected six times
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,
