The player from Germany had his account blocked without further explanation.
Casoo Casino - Player’s account has been closed.
Amount: €1,800
Casoo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
I too was fully verified and won 1,800 euros and asked for payment. Then my account was blocked although all conditions were met. A Skype call never took place and no payment was made. Attempted to contact more than 20 times without success.
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3 years ago
Dear Deniz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise which exact bonus you have played? Have you deposited funds in to your account or you’ve accumulated your winnings with No Deposit bonus? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
100 percent deposit bonus properly paid in via paysafecard and implemented with 2 euro maximum bets.
Skype conversation with the questions has already been made. Account is free but I have already been told that there is a fraud that is not given. For days I've been holding up for investigations and checking again and again but there is no payment despite documents despite my correct answers on Skype. It makes me very angry.
Many thanks for your commitment
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Public
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3 years ago
Thank you very much Deniz for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Thank you very much! It is definitely worth a try, unfortunately I have no realistic hope of what I have read so far about these casoo providers. Well wait and then we'll see if we have experience or profit participation.
Thank you in advance for your commitment!
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3 years ago
Hello Deniz.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino,
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3 years ago
Hello!
Please note that the security call was made last night. Security department is processing the data within 48 hours. We have ordered additional identity verification as the customer made a deposit from the Paysafe card and the withdrawal was ordered to the bank. We have very strict AML rules. Also, this client has IP matches with clients who used Paysafe Card method to take bonus for their first deposit and no longer to play after. If the matches are confirmed and security department confirms that there are serious matches between these accounts (except IP) - we will return to the player his deposit and the account will be closed. According to our rules.
Separately, I want to note that the casino support is in constant contact with the client. We also informed him that as soon as the verification will be completed - we will contact him immediately.
Regards
Andrei
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3 years ago
Translation
This is absolutely ridiculous, I have neither tried to defraud nor have anyone who previously used my IP address. So to me this scam sounds like cheating here.
Nobody from my family or anyone else has registered with me or, to my knowledge, has ever opened an account on this or one of the page groups via my IP.
Unacceptable. Thank you anyway
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Public
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3 years ago
Translation
I will definitely leave a review on all pages where it is possible to leave a review and inform that the winnings will be canceled due to unsustainable claims.
This is cheating or legal cheating. Business.
Lock the account, withhold the winnings, mysterious Skype calls over questions in which casinos one plays.
So in all known casinos it has never happened to me online that a payout was made due to such false claims and I was titled as a fraudster even though I did nothing wrong, should have shared my IP with anything.
Rip-off casino! Hands off!
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Public
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3 years ago
Translation
I have now only been transferred 500 euros because they supposedly reserve the right to minimize payment every week.
This is cheating for me. This case has already been shown in the past and I think it is a seduction of the player so that he should gamble away his profit in time.
Here is the original message
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3 years ago
We finished investigation of your account and we would like to inform you that we will pay you out your winnings via 500 Eur per week, based on our Terms & Conditions rules:
8.14. The Casino administration reserves the right to make payments according to an individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.
8.15 If the players wins have originated from gameplay with a bonus from the Casoo welcome package (first deposit bonus, second deposit bonus, third deposit bonus and/or fourth deposit bonus) Casoo reserves the right to set a withdrawal limit of €500 per week to that player until all funds have been withdrawn and/or the players balance is less than €10.
The decision of the management is final.
Was soll das bitte. Es wurde gestern ein 2 . Anonymer Anruf an mich getätigt und jetzt überweisen sie nur 500 Euro statt 1650€ die angewiesen wurden
The rules are not aceptable
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3 years ago
Translation
Casoo simply minimizes one payment per week to 500 euros instead of fulfilling the payment request of 1650 euros profit.
This casino contradicts itself. Instead of giving a full payout like other certified casinos, players are sanctioned and victimized here.
It is no longer serious.
This method is not used in any other casino.
It is sad that if you win, you only care about the interests of the casino. Inquiries are simply rejected or answered moderately. The general terms and conditions or rules are invented and applied
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3 years ago
Hello!
According to the rules, we may not pay you anything at all and block your account. According to our rules, if we suspect fraudulent activity and you have an IP match, we have the full right not to pay.
We have reason to suspect that you are not playing fair. But since the paysafe card allows you to remain anonymous, we can't prove it.
Since we are quite loyal casino, we prefer to pay in such cases, as there is no 100% proof. If you want us to be clear and follow the rules - we can block your account and you will get nothing else.
We act clearly, according to all the rules. If you don't agree with them, there's nothing we can do for you.
Regards
Andrei
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3 years ago
Translation
Think for the answer that clearly shows how you act. Since they have not blocked the account because there is no evidence, I see no reason to delay the payment.
And that you write it down here in the comment as a casino representative that I may not have to pay any numbers, I consider intimidation.
According to their statement, every casino operator can simply state the claim of a fraud attempt in the event of a high payout and simply block the accounts.
My rating is hard to criticize, but their comments are anything but justifiable.
It is not the first case where casoo clearly retains payments or deliberately delays payments.
It would be easy for everyone to agree to pay out the legitimate winnings as desired and tick off this case as resolved.
We can all make rules the way we want them, but the light we are in is another factor.
I will withdraw my evaluation completely as soon as the desired winnings of 1100 € have been transferred (depending on the account).
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3 years ago
Hello
The money will be paid out according to the rules.
No grounds for complaint.
Once again, the system sees that you have multiple matches, with accounts that also used paysafe for deposit and first bonus.
That's a good reason for such a serious review:
1) a phone call
2) Skype call, verification
The Security Department of our platform has taken such measures very rarely. We have every reason to do so.
I wish you a good day.
Regards
Andrei
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3 years ago
Translation
Once again I emphasize very clearly that I have not let myself get into debt.
Since they offer Paysafecard, this is also legitimate to use.
According to the rules, I have never seen such strange measures.
That is not the problem either.
The problem I see and never had to find before is that they can minimize a win on a payout of € 500 and do it here per week, due to suspicion.
It seems that politically no agreement can be found here.
I know from reality that the customer or player is king.
Unfortunately I haven't been able to confirm these experiences in their casino so far.
On the contrary, unfortunately.
As a tip for the future, go to the player who legally wins.
I have not carried out any software or other criminal activities and again clearly speak against their allegations.
So I played fair and I would have liked to be treated like that.
Of course, I wish you a nice day too!
Deniz
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Sorry, forgot to add a screenshot
Public
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3 years ago
Translation
I am not familiar with your system or this hardware, that's why you work there.
The fact is, and so I was the real one as they checked. I dismiss these suspicions.
.
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3 years ago
Dear Deniz.
I am glad to see your complaint is being close to the resolution. Could you confirm that the casino paid your whole winnings?
The proof from the casino looks relevant and they have a right to do additional verification when there is anything suspicious.
Although different withdrawal limitations from the bonus and real money winnings are not common, we do not consider it unfair.
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3 years ago
Translation
Good Morning,
Thanks again for your support.
1000 were paid out.
In conclusion, I have to say:
Without their support and the public here, there would probably have been no payout due to suspicions that cannot be confirmed.
After intimidation here I found that I was ultimately right.
Unfortunately, the payout was then minimized to 500 euros, which for me shows that they want the players to continue trying their luck until there is nothing left.
This payout minimization is not playfully oriented and is a strategy of Casoo.
Despite the solution, I hereby clearly recommend that you stay away from this casino. The license is not granted by Malta and the operators are trying everything to block these payments.
Those who love to fight are in good hands here.
There are enough reputable providers, in this case it is not 100% what players expect.
best regards
And thanks for this great help.
Stay healthy !
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