Casoo Casino - Player has not received a withdrawal.

Hi, I have played and won without a bonus SEK 10,000 here, they received all my documents and everything was approved, but then they say that my withdrawal is not approved because I chose the wrong country when I requested a withdrawal, the thing is you cannot choose a country when they request a withdrawal without just an account number in IBAN, I have written to them without success.

Dear maroun2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you requested a withdrawal via bank transfer?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I have sent you an email with a screenshot

Thank you very much, maroun2021, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello maroun2021, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casoo Casino to join the conversation and participate in the resolution of this complaint.

Dear Casoo Casino,

Can you please provide further information regarding the player's withdrawal failure?

Kind regards,

Adam

Hello maroun2021, 

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Casoo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hello all

This customer entered the wrong IBAN at the time of the payout. We contacted him several times to get him to change his IBAN.

In the end, he sent the correct IBAN, we made the payout, and the client blocked his account.

After that, the client started going to all websites and resources and making complaints. It is not clear why.

Best regards

Andrei

Hello maroun2021, 

Can you please clarify if you have now received the payment as stated by the casino?

Kind regards,

Adam

Dear maroun2021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Got my money but closed the account.

Hello maroun2021,

Can you please confirm that there is no outstanding balance on your account?

Kind regards,

Adam

Dear maroun2021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear maroun2021,

While it seems that this issue may have been resolved, without further clarification of the situation we are unable to proceed any further with this case. As we have had no further response from you, this complaint will now be rejected as previously mentioned.

Kind regards,

Adam