Casoo Casino - Player’s winnings were confiscated.

Ingrese 100 eur + 100 de bono. Aposte hasta la cantidad solicitada para poder retirar el bono. Y solicite un reintegro ( que me aparecia como retirable) de 5600 enviando la documentación necesaria y me enviaron un correo como que me anulaban todo el importe por haber jugado 5 eur la apuesta cuando el maximo es 3. Una auténtica estafa

Dear Juanjo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casinos General T&Cs and this is what I found:

"9.6. The maximum bet 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."

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if software enforcement of maximum allowed bet is not possible, each case is judged individually, so that only players who have broken the rule knowingly and systematically to gain an advantage aren’t paid out.

Mike, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Best regards,

Kristina

Hello Juanjo,

Thank you so much for your email. I carefully reviewed your message and pictures. I am really sorry, but you knowingly didn't read the T&Cs, which lead you to breaching them, so there is nothing we can do for you in this situation.

I understand that there is only an English version, however, you always have to read the T&Cs in order to avoid problems like this. I would recommend you to copy and paste them to Google translate, or, alternatively, play only in casinos targeting players from Spain.

I added this con to the Casoo Casino review:

"Not all of the terms and conditions are translated to the language option provided on the website"

This might help other players to be informed about this fact and avoid similar problems.

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

In our opinion, the casino didn't do anything wrong, therefore we are forced to reject your complaint. I really hope you understand our decision.