Casoo Casino - Player’s bonus winnings have been voided.

Hello,

I deposited CAD30 and completed the wagering as always, I never bet higher than detailed in the terms and conditions.

Withdrawal of CAD505 initially was rejected due : Need verification and then due : Not enough balance and then on due high bet.

1- The verification was successfully completed, still the withdrawal rejection was maintained due an exact bet of CAD 20.79. A bet with fractions !

2- I contacted Casoo Support Team again and I forwarded screenshots about Sumner Holiday game maximum bet being CAD10 on Casoo and many other casinos. Then the rejection reason changed, it became a rejection be cause of re-playing the free spins !

NB. Summer Holiday game gives the player the option to chose between :

a - Re-play the 15 free spins which means that the first winnings from the 15 free spins becomes zero winnings but the 15 free spins are repeated once only.

b- Accept the winnings from the 15 free spins without replaying them and return to the game.

c- Take a chance on the surprise box and win whatever amount is in it.

I often use choice a or b depending on the winnings, choice c could hit really high or even less then the amount won by the free spins.

I play Summer Holiday on many casinos with bonus money and during wagering never had I encountered any similiar allegations.

The game offers the possibility to repeat the 15 free spins as an option among three other options. The player does not interfere with the software of the game.

I bet the minimum allowed bet CAD1 only.

Casoo Team incorrectly explained that replaying the free spins generats higher bets, where is this explained , mentioned or clarified?

No where. Casoo accused me of CAD20.79 high bet, they did not know, they claimed they contacted the software provider, Microgaming will not support accusing a player of breaching the game rules on a game that offers an option, an option offered to the player is not his responsibility to analyse the software.

Incidentally, I played Summer Holiday game on another casino, when my cash was over and only bonus money was available I was not able to Re-play the free 15 spins instead I had the option to accept the winnings or to take the surprise box option. This is what casoo should do, deactivate the option to replay the 15 free spins while on bonus money. Had I known that the Summer Holiday game option of replaying the free spins could generate internal Software related bets as alledgedly quoted by Casoo I would have spent my CAD30 elsewhere.

It is also worth it mention that my game history surprisingly disappeared from my Casoo account one day after the withdrawal rejection occured, why would gaming history disappears from the player's account. Casoo said they are not committed to keeping gaming history for more than 3 days, 3 days ? It disappeared one day after the winnings.

They did provide me with screenshots and Excel sheet showing CAD20.79 amount but this does not mean I bet 20.79 it is impossible to bet 20.79.

I have all the correspondence.

I think that Casoo management should have demonstrated more flexibility instead of jumping to different unjustified conclusions, they victoriously announced that the rejection decision is final.

In reality they lost a regular client who is spending his money elsewhere.

I trust Guru Resolution Team and I commit myself to comply to whichever decision you take in this complaint.

Best regards.

Joseph.

Dear Brillon,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found (https://www.casoo.com/ca/static-texts/terms-and-conditions):

„9.14 It is forbidden to purchase bonus games / double up / replay / "gamble" in slots if you have an active bonus at Casoo because max bet allowed for an active bonus will be exceeded. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse. This type of game-play is only allowed with special agreement."

Buying in-game features probably caused this situation and the casino evaluated it as breaching the maximum allowed bet. Could you please forward your game history to kristina.s@casino.guru? If there’s any relevant communication between you and the casino, please forward it too.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your email, Brillon. Do I understand correctly that you no longer see your whole game history?

Hello Kristina,

Yes, my game history disappeared.

My winnings occurred on 28th of June 2021, I could only see my game history from 29th of June 2022 onward.

I asked Casoo support team about my game history they replied that they don t have to keep the player's history more than 3 days. In my case the history disappeared hours after the winnings ( 24 or 30 hours later ).

I hope this answers your question.

Regards.

Brillon.

Thank you very much Brillon for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Brillon.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello, everyone. 

This case is specifically related to the game Summer Holiday by Microgaming.

There shouldn't be any debate about the fact that customer made larger bets than allowed while in the wagering process of the bonus. 

We won't be able to comment on whatever over-betting was made deliberately or by mistake, but it shouldn't change the notion that bonus Terms and Conditions were violated.  

We need to treat every player equally and based on the following rules from our Terms and Conditions we were forced to cut customers winnings: 

9.6. The maximum bet from any balance when having an active bonus is EUR 3 per spin or EUR 0.3 per bet line (Unless otherwise stated in the bonus description). Casoo reserves the right to void and or remove winnings resulting from larger bets than allowed with an active bonus on games of Casoo. Max allowed bet with an active Welcome first and second deposit bonus accounts to 2 EUR / AUD / CAD/ USD / 150 RUB / 20 NOK/SEK / 3 NZD. Max allowed bet on other Welcome pack bonuses (3rd, 4th deposits) account to – 5 EUR / AUD / CAD/ USD / 350 RUB / 50 NOK / SEK / 8 NZD. All 200% welcome bonuses have a max bet limit of 0.5 EUR. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse.

9.14 It is forbidden to purchase bonus games / double up / replay / "gamble" in slots if you have an active bonus at Casoo because max bet allowed for an active bonus will be exceeded. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse. This type of game-play is only allowed with special agreement.

The customer made more than few bets for 20.79 CAD (around 14.00 EUR) 

As the customer already mentioned slot Summer Holiday has a re-play option in free spin winnings. 

Based on rule 9.14 this type of game-play is interpreted as bonus abuse and our system automatically reads these bets as bonus game purchase.

We are terribly sorry that this happened, but in this case, we won't be able to help. 

The customer's deposits were fairly refunded. 

Hope this explanation helps! If any information is needed, please let us know. 

Best regards, 

Andrei

Dear Casoo Casino team.

Thank you very much for your cooperation and detailed explanation. Please, could you confirm the player's statement that you no longer have his game history? Since he rejects your accusations, proof would help this case. Just be aware that we do not consider excel as relevant proof, but only a direct screenshot from the system (of course, without sensitive info).

My email address is jozef.k@casino.guru.

Hello, everyone. 

Relevant documentation has been sent to jozef.k@casino.guru 

If anything else is needed, please let us know.

Hello there.

I can confirm that I have received promised documents. I am extending the timer by 7 days because of further examination.

Dear Brillon.

After examination of the evidence, we can confirm that the casino team has provided us with relevant proof sustaining their claims. I am very sorry about the situation, but I am forced to reject this case.

If you do not agree with our decision, another option is to file a complaint with the ADR or licensing authority of the Casoo Casino. Please let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru