Casoo Casino - Player's winnings confiscated due to an accidental higher bet.

I deposit 50€ to play with the first bonus deposit. When I finished the wagering, my balance was 955€. I played only(!) one spin by accident with 2,40€, when my balance was around 850€ and the wagering was near 60-70%. I repeat ONE spin by accident because I played from my phone. (The maximum allowed bet is 2€) When I made a withdrawal after I asked the support to tell me if everything is ok, the next day the withdrawal cancelled and my balance was at first 0€ and then 50€ from 955€.

They told me that I exceeded the maximum allowed bet for the bonus wagering and my last deposit was returned to my gaming balance.

I feel that they stole me. This is so unfair.

I need your help because I made everything right and I can't believe that this one spin really affected something.

When I finished the wagering I asked an agent in chat (Eliana her name) if everything is ok. She told me that checked the wagering, everything is fine and I can make a withdrawal.

I asked her to send me the whole conversation to my email but she said that I can find all the conversations in their site. I tried to find this conversation, but the conversation was deleted.

Dear Alexman89,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

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.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Alexman89,

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.

Ok I just sent you screenshots from all my betting history in this casino with some conversations I had with them in your email.

As you said: ''We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.''

That's the point. In all my expierience I have until now in other casinos, when I bet higher than allowed bets, there was a message or a warning and everything was fine.

As you can see from my screenshots there is a strange situation the day after they cancelled my payment, that a support manager told me that I have other higher bets in a game that I never played. This is so weird. That makes me think that they don't want to pay me in any case. So I am not so sure if the ''one'' bet that was higher really happened.

From the history, I had this feeling about this casino from the start (if you know this feeling). First rejected my ID (never happened again in so many sites) and after so many tries, finally they verified my driving licence.

Thank you, Alexman89, for forwarding your game history in screenshots. Is there any chance that you could request your game history in Excel? It would be much easier for us to analyze it. Looking forward to hearing from you.

Thank you very much, Alexman89, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi  Alexman89,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casoo Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Wow.

Hi Alexman89,

We managed to get in touch with the casino and are expecting a response here soon.

Hi Alexman89,

Unfortunately, the casino failed to reply. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casoo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello!

Sorry to keep you waiting.

We can't confirm or deny that there was only one bet or more than one. We don't have access to the historical data of the platform as we changed the platform and don't work with the old one.

But the old system worked in such a way that if the fact of exceeding the maximum allowed bet was recorded - the balance was automatically cut off after checking, and the deposit was returned to the account.

This system is outdated, so in all our casinos, we introduce a new approach - the impossibility of exceeding the bet.

At Casoo, this will work from 12.12.2023 as we have moved to a new platform. On the other, development is still underway.

I would like to offer a compensation of 450 euros to your account, the only condition is that you have to wager X1 and a minimum deposit is required as we have changed platform.

If you are happy with the solution, you can write to us here or directly to casino support with a link to this topic.

We regret that we could not provide a response earlier, but we were expecting a reaction from the old platform. Unfortunately, no response was received, so it was decided to compensate this case by our own efforts.

We look forward to hearing from you!

Regards

Andrei

Hi Andrei,

I will forward the player's game history to your email address. It does look like there was only one accidental bet over the maximum bet which should be taken into consideration. The bet was 2,40 and the win was 2,80 which makes it winnings of 0,40. If there was ever a good time to make a gesture of goodwill and pay the player in full it would be now as there was no malicious intent and the data suggests that it actually was an accident. Looking forward to your reply.

Hi.

Thank you for providing the documentation. Unfortunately, we always need confirmation from the platform in cases like this. But this is an unusual case because the platform stopped responding to us. Therefore, we take these costs entirely on ourselves.

We agree to refund the player EUR 905.59. We ask him to contact us for further communication. This winning can only be credited with a wagering requirement of X1 and a pre-deposit, as we have changed the platform, and now you need to re-authorise your account and make a minimum turnover.

Let me know here if you encounter any difficulties! 

Regards

Andrei

Thank you Andrei for the update and help.

Dear Alexman89,

Please let us know if you agree with this solution.

Thank you Peter and Antonella.

Andrei, please provide the details clearly.

Hi Alexman89

What detailed information would you like to receive from me?

You need to contact casino support at any time convenient for you. You can provide a link to this thread as the basis for your contact.

Thank you!

Regards

Andrei

Hello Andrei,

I spoke with support yesterday, and they mentioned I would receive an email from the manager. However, I haven't received it yet, so I want to ask some questions to clarify some things.

Firstly, does my account need verification again?

Secondly, what is the minimum amount of money that I need to deposit?

It appears there might be a misunderstanding. If my account balance is 905,59€ and the required wagering is 1811,59€, it suggests a x2 wagering requirement, not x1.

Therefore, I would need to deposit to meet the wagering before starting to play with the bonus or not?

Due to my past experience on your site, I'm hesitant to start playing. Is there anything I should avoid to ensure everything goes smoothly?

Hi all,

Thank you for your replies.

Dear Andrei,

Could you please explain what is going on with the wagering?

Hello to all.

Update:

My wagering requirements are now fixed.

My account has been verified again.

As you can see from the screenshot, support told me that a deposit is not needed at this time and confirmed that everything is okay and I can now start playing.

Casinoguru, you can now close the complaint. I have wagered the amount and the remaining balance has been withdrawn. I truly appreciate it. Thank you.

Hello!

Thank you for your patience; once again, we apologise for the misunderstanding.

We are just learning and setting up the new platform. But we are also trying to provide great customer service. And we believe we will succeed!

Thank you for staying with us!

Regards

Andrei

Hi all,

Thank you for your replies.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Alexman89, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter