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.