The player from Germany breached bonus terms by placing a single bet greater than the allowed one. Therefore, his winnings were confiscated.
Casoo Casino - Player’s winnings have been voided.
Amount: €100
Casoo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Worst cheat casino!
Play successfully at:
Video slots
Mr. Play
One Casino
Party slots
But Casoo doesn't pay out !!!
Always looking for new, by the hair, reasons to refuse the payout!
I was denied € 100 because I allegedly made € 40 bets during the WELCOME BONUS ...
I had long since canceled the welcome bonus after I dropped from € 3,000 to € 300 and after 68 hours of GAMING I was still ages away from achieving the WAGER 35 ....
After canceling the bonus and the account balance "0" I bought 500 WAGER free free spins from my GLIMMER account (anyone who has ever played Casoo knows this GLIMMER)
And here I was denied the 100 € return for the same reasons ... It couldn't be more ridiculous.
I'm just glad that this fraudulent shop received "only" 45 euros from me.
Now I also know why CASOO has neither a British nor a Maltese gaming license.
Automatic translation:
Public
Public
2 years ago
Dear Michael,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I checked the Bonus Terms on the website, and this is what I found (https://www.4casoo.com/en/static-texts/terms-and-conditions):
„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. "
The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. However, I am not sure I understood correctly – could you please clarify whether you placed bets higher than allowed after you canceled the bonus?
Could you please forward your game history and bonus history together with any relevant communication between you and the casino to kristina.s@casino.guru?
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Michael, thank you very much for your email. Unfortunately, there is not much more we can do for you in this case and we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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