Casoo Casino - Player’s winnings have been capped due to active bonus.

Hello, Sunday 26.7. I won over 15000 euros on the money train game. After requesting the withdrawal of 10,000 euros, I received an email stating that the winnings from the bonus money I received as a reward for moving across the galaxy must not exceed 1000 euros and that the balance of 16000 euros that I had in my casoo account left me only 1000 euros. The game room took the rest from me. I attach communication from the casino.

Unfortunately, due to our Terms and Conditions we can only payout 1000 EUR of your winnings.

9.10 The maximum amount of money that can be won from a no deposit bonus (eg. Glimmer rewards, cash-back, bonus money, complimentary free spins and other free awards) accounts to € 1,000 and other currency equivalents. Any winnings resulting from such bonuses exceeding € 1,000 will be kept by the management.

You have activated a lot of level up bonuses and your balance is based on them.

At 24.07.2020 17:35:41 UTC you activated bonus -> Valetina bonus money (25 EUR) (screenshot attached)

At around 20:02 UTC time you only had 0.46 EUR on your balance while you where still wagering Valentina bonus money. (screen shot attached)

If not for our bonus money, you would have lost your balance.

Taking this fact into account, we have no other choice but to follow our Terms and Conditions that are applied equally to every player.

Decision of management is final.

If you have any other questions, don't hesitate to contact us.

It seems to me like an unfair practice that everyone has to watch out for !!! They won't let you have the money you win or you can spin it. They'll just take them from you.

Dear Jakub,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have also looked into the casino’s terms and conditions (https://www.casoo.com/en/static-texts/terms-and-conditions) and I can confirm that the following term is legit:

9.10 The maximum amount of money that can be won from a no deposit bonus (eg. glimmer rewards, cash-back, bonus money, complimentary free spins and other free awards) accounts to €1,000 and other currency equivalents. Any winnings resulting from such bonuses exceeding €1,000 will be kept by the management.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have played? Have you activated the bonus manually in your account or it has been triggered automatically? Was there any relevant additional communication between you and the casino? If yes, please forward it to nikolas.b@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Nick

Dear Jakub,

I'm extending the timer by 7 days. Please note, that if you fail to provide us the requested information we will be forced to reject your complaint.

We rejected the complaint because the player didn't respond to our message.