HomeComplaintsCasoo Casino - Player’s winnings have been voided.

Casoo Casino - Player’s winnings have been voided.

Amount: €400

Casoo Casino
Safety Index:High
Submitted: 13 Apr 2020 | Case closed : 29 Apr 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Denmark has deposited three times. First two deposits triggered bonuses, the third one was meant to be played without activating a bonus. The casino confiscated all the winnings due to unfinished wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I made 3 deposits at Casoo. The first 2 deposits, I took advantage of a bonus offer in which in the 3 deposit I ran raw deposit without bonus.

I won 400 euros and chose to save them so I could wait to cash out until they had approved my ID.

2 days after I log in and see my 400 euros has disappeared. In doing so, I contact support to find out what this is.

She explains to me the following: That Casoo runs a policy that my 3 deposit has gone below the 2 deposit - which means I have to pass through the bonus that I had received on previous deposit. If that bonus is not played within 72 hours, it is lost and you lose your balance.

As a patch on the wound, I got 10 free wins :-)

My problem is that I deliberately in my 3 deposit did not choose to go with bonus offers - so I could be guaranteed to pay out.

Automatic translation:
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4 years ago

Dear René,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. What happened to the winnings accumulated with first two deposits? Has everything been lost, or you have won while first 2 bonuses were active? Please could you forward me your game history and links of the specific bonuses that you have redeemed? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible before contacting the casino. Thank you very much in advance for your reply.

Best regards,

Petronela

 

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4 years ago

Dear René,

We are extending the timer by 7 days. 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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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.


The player can reopen this complaint anytime.


 

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