The player’s complaining that player protection tools aren’t working properly.
Casoo Casino - Player’s request for self-exclusion has been ignored.
Amount: €1,500
Casoo Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Good day,
I wanted to solve the problem with the casino directly, but unfortunately the management never replied to my request.
I have evidence and evidence for everything.
When I started playing at the casino I wanted to set the limits (self-exclusion, please check the attached evidence. Stella confirms it for a month).
after I had a credit of 1500 euros. The limits were also activated and this was confirmed to me by the support.
It later turned out that the limits didn't work. So I could play the 1500, - Euro, although the support confirmed this.
I asked management about it, but there was no response. In addition, I have advised the casino that I have a gaming problem. Again, the casino didn't respond and let me continue to deposit. I asked the casino for a refund with the deposits because a casino should not be enriched with money from gambling addicts. The casino refused to communicate with me.
If I were you, I would think twice before advertising a casino that lies and cheats on its customers. The casino PLAYS with addicts and allows further deposits. I would be very happy to receive your support.
Thank you very much.
Thomas
Automatic translation:
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3 years ago
Dear Basel999,
Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. You asked for deposit limits to be set and later for self-exclusion, and it was both ignored. But you first made a deposit (of those €1,500) and then asked for this player protection tools to be applied. Do I understand it correctly, please?
I would like to know if your account is closed now or not (was it even closed?), because from the evidence you provided, it seems that this occurred more than a year ago and your account was supposed to be closed only for one month.
I am not sure we will be able to help, but we will try our best. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Good day,
I deposited in the casino. I don't know the exact amounts anymore. Where I was at 2500 euros balance, I asked the casino for a break for one month and requested a payment of 1500 euros. According to AGBS, this self-locking can be requested at any time via customer service. The self-locking was then confirmed in the chat and it was also briefly active. Then the account was opened again and I was able to gamble away the amounts. I was even able to make further deposits afterwards although the casino was advised that I had a gaming problem. The account was then blocked after I had wasted my deposits. I wrote several emails to the casino, tried to contact me again and again. Evidence sent, but contacted the licensor to no avail. Now I have the courage again to stand up against the casino and to inform other players that Casoo understands its own AGBS and makes profit with sick people. Despite the evidence, the casino management never apologized and accommodated me. Not until today.
Edited
Automatic translation:
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3 years ago
Thank you very much Basel999 for your reply. I will now transfer your complaint to my colleague Matej 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
Hello Basil.
I am very sorry to hear about your troubles. Luckily for you, the Casoo Casino we recently tested for self-exclusion procedure, so I know exactly how it works.
When you mentioned that you make a self-exclusion on chat, I am sure they told you that this is just a temporary solution for seven days and you need to write an email containing personal data with the request of self-exclusion to security@casoo.com - did you do that?
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3 years ago
Translation
Good Morning,
According to the AGBS, it is necessary to contact support. I wrote an email and chatted. Please note: The self-committee that Stella had confirmed to me in the chat was only valid for 5 minutes. On the same day in the same hour, I was able to gamble away my money. Despite confirmation, the self-committee was not active at all, NOT even 7 days. If you need more information please let me know. Sincerely yours
Edited
Automatic translation:
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3 years ago
Do you have a screenshot from the chat? Or at least could you tell us what did you wrote to them?
Here are the instructions from the website. Did you write the email to security@casoo.com?
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3 years ago
Translation
Good day,
As already explained in the emails before and also in the attachments, the customer service of Casoo Casino confirmed the self-exclusion. If the customer service via chat confirms that self-locking has been activated, then this is to be accepted. Everything else, including the explanation of the technical problem, represents the casino's unethical actions. The casino sent a confirmation, regardless of the way in which the casino itself violated its own AGBS since you should not have given the confirmation. In addition, the exclusion was also active for a few minutes.
I contacted customer service on the same day, but unfortunately my emails were not answered promptly. . Thank you very much
Thomas *****
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thomas, you are lucky that this specific casino we tested one month ago. Not only me but the whole team of players and testers because another player had a problem with self-exclusion. So I know very well that what you need to do to self-exclude is send an email. (what you probably didn't do)
In the usual case, I would ask you a few more questions, but in this case, I instead ask casino representatives to explained what happened. Because you are not an ordinary player.
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3 years ago
Translation
Hello Andrei,
why can't you answer the questions:
- Why did you confirm that my account was blocked. You confirmed that to me in the chat. As soon as you confirm something on your part and do not follow it afterwards, you become in breach of contract.
- You never responded to my complaint. Subsequently, you always referred the customers only to the terms and conditions and their email to the said email address. Then why did her colleague confirm this in the chat.
- You have never answered my concerns or questions.
- From an ethical point of view, this is an absolute disaster and shows how they deal with customers.
- All of your partners have written to me and confirmed that it is ethically a disaster.
- Read the response of their licensing section lock on all of your casino - we expect this - but will be ignored.
- They always put the responsibility on the player, which is ethically highly reprehensible.
Dear Casino Guru Team, the case has not been resolved and has never been dealt with correctly. The employees shouldn't have confirmed anything else in the chat. I want the case to continue to be investigated.
Kind regards
Basel09
Edited
Automatic translation:
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3 years ago
Dear Basel09.
We tested this casino because of another complaint (https://casino.guru/casoo-casino-player-claims-that-his-several-requests) in March.
Here is a resume of what we found:
The self-exclusion process of Casoo casino now works according to regulations. When Casino is asking players to write an email to security with additional information, it has a reason. The players are better protected if the casino knows their identity. The chat/support immediately block account when the player asks for it. (it is a temporary block, but explicit instruction how to self-exclude are provided) We believe that if the player wants, he can easily self-exclude himself.
During the test, we mentioned on chat addiction in several cases, and the account seems to be closed even after seven days period. It was impossible to convince the security team to reopen the account. A surprise was that the security team completely ignored our messages for account reopening. (I think players should get at least some generic answer, that reopens is not possible)
Because we know that Basel09/Tommy pathologically playing in casinos and trying to exploit their self-exclusion process and then asking a refund (not only from regulator answer, he is "let's say" one of the most complaining players)
There is a very high chance that he ignored the instruction of the casino. However, we will give him a chance to prove that it. Basel09/Tommy, please forward on my email address (matej@casino.guru) the email what you sent to security@casoo.com (because you must do that to be self-excluded)
Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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