Casoo Casino - Player’s account is closed and winnings are delayed.

Complaint Details:

I am submitting this complaint against Casoo888 Casino, operated by Fortuna Games N.V., to share my deeply frustrating experience with their handling of my account and winnings. This issue has caused significant stress over the past few weeks, and despite my best efforts to resolve it directly, I have been met with silence and inaction.

Background

I recently won $590,276.51 CAD on Casoo888 Casino while playing Wanted Dead or a Wild by Hacksaw Gaming. Both the casino and the game provider authenticated this win, leaving no doubts about its legitimacy.

I deposited funds via VISA in Canadian dollars, played according to the rules, and submitted a withdrawal request through the casino’s provided channels. However, instead of processing my withdrawal, Casoo888 took the following actions:

1. Blocked My Account: Shortly after my withdrawal request, my account was blocked by an administrator without explanation.

2. Stopped Communicating: Despite numerous attempts to contact their support and VIP teams, I have not received any meaningful response or updates on the status of my account or withdrawal.

3. Forced Cryptocurrency Withdrawals: The casino insists that withdrawals be processed exclusively in cryptocurrency, even though my deposit was made via VISA. This condition was never disclosed upfront, leaving me in a challenging position.

The Emotional Toll

Winning such a significant amount should have been a life-changing and joyous experience, but instead, it has turned into weeks of uncertainty and stress. The lack of communication from Casoo888 has left me feeling helpless, frustrated, and betrayed.

While I understand that large winnings may require additional verification, Casoo888’s behavior goes far beyond standard procedures. Blocking my account without explanation, refusing to communicate, and delaying resolution for weeks is deeply unethical and unprofessional.

Attempts to Resolve

I have made every effort to resolve this matter directly with Casoo888:

• Initially, I reached out to their support and VIP teams. While I received vague reassurances early on, communication from their side eventually ceased entirely.

• I contacted the Curaçao Gaming Control Board (GCB) to escalate my concerns. Unfortunately, I have not received any acknowledgment or meaningful intervention from their office.

Why I Am Submitting This Complaint

I relied on Casino Guru’s endorsement of Casoo888 to ensure I was engaging with a fair and reputable operator. My decision to play there was significantly influenced by the trust I placed in your platform.

I am submitting this complaint to:

1. Seek Resolution: I request your assistance in urging Casoo888 to unblock my account, process my withdrawal, and resolve this matter fairly.

2. Raise Awareness: My experience serves as a cautionary tale for others who may consider playing at Casoo888. Players should be aware of the potential risks involved.

3. Protect Future Players: I hope this prompts a review of Casoo888’s inclusion on Casino Guru to ensure that your platform continues to recommend operators who uphold fair play and transparent practices.

Key Points to Highlight

• My win of $590,276.51 CAD was authenticated by both Casoo888 and the provider, Hacksaw Gaming.

• My account was blocked without justification shortly after my withdrawal request.

• The casino has refused to communicate or provide any updates on the status of my funds.

• Cryptocurrency withdrawals were forced upon me, despite my deposit being made via VISA, a condition that was not disclosed at the time of depositing.

Final Thoughts

I am sharing my story here with the hope that it prompts action from Casoo888 and raises awareness within the Casino Guru community. This situation has taken a significant emotional toll on me, and I believe it is crucial to hold operators accountable for such behavior.

I urge Casino Guru to use your influence to advocate for a resolution in this case. Your platform has built a reputation for endorsing trustworthy casinos, and I trust you will take this opportunity to uphold those values by helping bring this matter to a fair conclusion.

Dear Theginobible,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulate your winnings with or without a bonus?

Could you kindly specify which documents you provided to the casino for verification? Have all your documents been successfully approved?

Have your winnings been confiscated by the casino when your account was blocked, or are they still in your account?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with the casino and what was the nature of your conversation?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Theginobible,

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.

They finally unblocked my account, and are working with me closely now withdrawing the funds. I will return if they play games with me again: thank you for your support you can pause or close this file for now

Thank you for the update. I’m glad to hear that the casino has started paying out your winnings.

To ensure everything proceeds smoothly, I suggest we keep this complaint open until you’ve received at least a few of your withdrawals. Once that happens, we can close the complaint with the option to reopen it if you stop receiving your payments.

Please let me know your thoughts on this approach.

Dear Theginobible,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Theginobible. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

**Reopening Complaint Against Casoo888 Casino – Updated Situation**

Dear Casino Guru Team,

I am writing to formally reopen my previous complaint against Casoo888 Casino, operated by Fortuna Games N.V., originally submitted regarding my $590,276.51 CAD win and subsequent account issues. While there has been some progress since my initial report, significant problems persist, and I urgently need your assistance to resolve this matter and warn other players about the ongoing risks with this operator.

**Updated Background**

Since my last submission, Casoo888 has faced some pressure (likely due to my initial complaint and escalation efforts) and subsequently reopened my account. They have processed approximately $100,000 CAD in withdrawals, leaving my current balance at around $485,000 CAD. However, despite this partial progress, new issues have emerged that demonstrate continued unprofessional and potentially deceptive behavior:

1. **Paused Withdrawals for "Reverification"**: Casoo888 has halted further withdrawals, claiming they need to "reverify" my identity through additional document verification. This is perplexing and unjustified, as I was already fully verified multiple times over several months prior to this issue. My account had been in good standing with no verification flags until I requested the withdrawal of my winnings.

2. **Abrupt Cessation of Communication**: After initially responding to my inquiries, Casoo888 has once again stopped answering me entirely. This mirrors the silence I experienced previously, leaving me with no clarity on the status of my remaining funds.

3. **Third-Party Verification Contradiction**: I contacted Sumsub, the third-party verification service integrated with Casoo888 for user authentication, to investigate. Sumsub confirmed that they have had no issues verifying me and that my documentation has consistently been in order. This directly contradicts Casoo888’s claim that the delay stems from a verification problem, suggesting they are using this as an excuse to withhold my funds.

4. **Access to Gamble, But Not Withdraw**: While my account remains active, allowing me to log in and even gamble the remaining $485,000 CAD, the withdrawal option is effectively blocked. This selective functionality feels manipulative, as it encourages me to risk losing my winnings while preventing me from securing them.

**Why I Am Reopening This Complaint**

Although Casoo888 has processed a portion of my winnings, their current actions—imposing unnecessary reverification, ceasing communication, and contradicting their own verification provider—indicate a pattern of stalling and bad faith. I remain unable to access the bulk of my authenticated winnings ($485,000 CAD), and their behavior continues to erode any trust I had in their operations.

I am reopening this case to:

1. **Seek Full Resolution**: I urgently request Casino Guru’s intervention to pressure Casoo888 into releasing the remaining $485,000 CAD without further delays or fabricated obstacles. My win has been authenticated by both the casino and Hacksaw Gaming, and Sumsub has confirmed my verification status—there is no legitimate basis for their refusal to pay.

2. **Highlight Ongoing Risks**: Even with partial payments, Casoo888’s tactics (unjustified reverification, selective account access, and poor communication) pose a serious risk to other players. My experience suggests they may target large winners with similar stalling techniques.

3. **Reinforce Accountability**: I trusted Casino Guru’s endorsement when choosing Casoo888, and I ask that you review their practices to ensure they align with the standards your platform promotes. This situation undermines the credibility of operators you recommend.

**Key Points to Emphasize**

- My original win of $590,276.51 CAD was fully authenticated, with $100,000 CAD withdrawn, leaving $485,000 CAD still owed.

- Casoo888 claims a "verification issue" despite my account being verified for months and Sumsub confirming no problems on their end.

- They allow me to gamble my balance but block withdrawals, a clear inconsistency in their approach.

- Communication has once again stopped, leaving me in limbo.

**Final Plea**

This ordeal has dragged on for far too long, turning a life-changing win into a prolonged nightmare. I am grateful for Casino Guru’s platform in bringing some initial progress, but I need your continued support to secure the remaining $485,000 CAD and close this chapter. I also hope my case prompts stronger scrutiny of Casoo888 to protect future players from similar treatment.

Thank you for your attention and advocacy. I look forward to your assistance in resolving this matter swiftly and fairly.

Thank you very much, Theginobible, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.