The player requested a withdrawal and sent documents needed to verify his account. Then he received a phone call and a skype call to complete the verification process. The casino later sent the player an email, stating that they are suspecting him of fraudulent activity. His deposits were refunded, and the account blocked. The casino sent us proof that the player had multiple accounts, therefore we rejected the complaint.
Casoo Casino - Player’s winnings were confiscated, and his account blocked.
Amount: €2,000
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
4 years ago
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4 years ago
Translation
I created my account and made my first deposit on December 12, € 200 + € 200 bonus. The maximum bet was 2 euros with this bonus and I did not bet more or less than 2 euros during the entire turnover process. I requested a withdrawal of 2000 euros and was asked to submit documents. December 18 my documents were verified and I requested a withdrawal again, was told that they could not issue money mastercard so I had to make an account on ecopayz.com so I created an account there and made a deposit through ecopayz to verify that account. Asked for a new withdrawal after that and they have asked me to wait and wait .... I have emailed them 2-3 times a week and they have just said every time that I should be patient. Now last week I got a phone call from them, they asked a lot of questions like what games I had played and how much my biggest win was and so on. I answered everything I could remember because it had been over a month since I played and won there. They were not happy with my answers and wanted to have a skype conversation with me while they saw my face so it really was me. We did it last week and now I got this email - https://gyazo.com/3c387b0d8d288cba0986f92ee0d9fbcb I was watching a twitch stream when talking to the guy, I had no idea I had to have eye contact with phone the whole conversation. It just felt stupid to stare into a black screen. All rules etc he links in that email I have followed to 100% abused none of the terms. I don't know what to do now, any advice?
Automatic translation:
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4 years ago
Dear Sebastian,
Thank you very much for submitting your complaint. I’m very sorry to hear about the problem you are experiencing. It seems that this casino has a very strict verification process, in which the casino representants make sure they are sending the winnings to the right person and try to avoid players suspected of a fraudulent activity.
Before I contact the casino, I would like to know if you received a deposit refund of €200. Please, let me know.
Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
That's right, the 200 euros I put in from the start I got back.
Edited
Automatic translation:
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4 years ago
Hello Sebastian,
Thanks for the confirmation. I contacted the casino, so hopefully we will receive some answer. I will let you know.
Thank you for being patient.
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4 years ago
We would like to ask the Casoo 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’.
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4 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
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4 years ago
We’ve reopened this complaint as per the casino's request. The casino wrote us an email and I would like to ask for some kind of proof. My email address is kristina.s@casino.guru. Thank you in advance.
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4 years ago
Hi,
Requested evidence has been sent to the kristina.s@casino.guru email
Thank you!
Regards
Andrei
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4 years ago
Hello Andrei,
Thank you very much for your email, I replied a coupple of minutes ago with the request of some additional information.
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4 years ago
After gathering all the necessary information we are rejecting this complaint as unjustified. The casino provided proof, that the player created multiple accounts connected by various factors such as IP, browser, last login, etc. The casino blocked the account and returned his deposit.
