Casoo Casino - Player’s winnings were confiscated.

Last week i deposited around 4000euros and lost all, today i got mail that they deposited 1400 in my account(cashback)

i won with 10euro wager, 11.000euros and start playing other games won 6000, 7000 and 2500 and 2700.

after winning 10.000 i made withdrawal of the maximum amount 5000euro and then played the other winnings

suddenly my money was removed and turnd in to 1500.

so i asked them what is going on and they said the max win is 1000 so the rest is confiscated.

but i replyd im fine with that rule but then you should take 9000 from my forst winning and leave the rest.

but the casino keep on saying that this are the rules.

the 10.000 i won around 11h00 and around 12h and 13h and 15h i won the rest so i think they are wrong in taking all the winnings

Dear Upheavel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casoo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino notify you in any way when the wagering of your cashback bonus was complete?
• What was your balance on the account right after the wagering of the cashback bonus?
• How did the casino inform you about the maximum winning amount from the cash-back bonus?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Here are the awnsers regarding your questions:

Did the casino notify you in any way when the wagering of your cashback bonus was complete?

 Awnser: the casino didnt inform me, and also the cashbacks are wagerfree. First win on the game sweet bonanza was x924 (€11.558), i had withdrawable balance of 12.000 with the remaining cashback balance. And direct i made a withdraw of €5000

What was your balance on the account right after the wagering of the cashback bonus?

Awnser: the ballance was €12.000 and the cashback is wagerfree, i left €7000 in my account and 1 hour later i contiuneud playing, every time ije winnings was added to withdrawalble balance, also bonus page showed 0 in bonus.

How did the casino inform you about the maximum winning amount from the cash-back bonus?

Awnser: after the deposit i played other games and made again good winnings: 13:10h i made the first winning €11.558, around 14:07h i playd other game Big Bass splash and won : €6322, around 14:13h i won in dog house pragmatic play €1746, then 14:36 played gates of olympus and won €1613 and 14:39h i won € 6333, then around 15:04h i started playing sweet bonanza again and won €2497, 15:12h won €1402, 15:14h won €1011, 15:11h won €1408, 15:16h won €3670, 15:21h won €2500,  

Total amount won €40.060, but my ballance after my last win was €20.000 and then suddenly they removed all and cancelled my wothdrawals and left me €1580 wich i didnt notice untill my ballance was almost 0.

In no way they informed me they said it to me after i reached live chat and after they send me email. 4hours after the win.

I understand the rules, but my winnings should have been removed with the first win, when the ballance was €12.000

Then i would have €2.500 in account and after i won immidiatly more prices and it is not because there was €12.000 euro in the account, i won everytime after lossing a little and not with big bets. No they just took the money + 25.000 i had a withdrawal of €5000 and €20.000 in my ballance

Thank you very much, Upheavel, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Upheavel,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casoo Casino to the conversation to participate in the resolution of this complaint.

Dear Upheavel,

Thank you for reaching out to us. We appreciate the opportunity to address your concerns regarding the winnings associated with your no deposit bonus or cashback.

We would like to take this moment to clarify the relevant part of our casino's terms and conditions for your understanding. According to clause 9.10: "The maximum amount that can be won from a no deposit bonus (e.g., glimmer rewards, cashback, bonus money, complimentary free spins, and other free awards) is €1,000 or the equivalent in other currencies. Any winnings exceeding €1,000 from such bonuses will be retained by the management."

We understand that this may come as a surprise, but please be assured that this policy is in place to ensure fairness and balance for all players. Our decision to retain any winnings exceeding the €1,000 threshold is fully in line with our established terms and conditions.

On occasions where we allow players to retain amounts above the €1,000 limit, please understand that this is done as a gesture of goodwill on our part and not as an obligation. This same principle applies to all bonuses offered by our casino, where there are specific limits that cannot be exceeded, as outlined in our policies.

We are always here to help clarify any questions or concerns you may have and to ensure that both parties have a clear understanding. Your satisfaction is important to us, and we are committed to maintaining transparency in all our communications.

Thank you for your understanding, and we wish you a wonderful day ahead.

Best regards,

Darja

Hi Darja,

Thank you for your reply. Upheaval isn't concerned about the max win itself, but rather how it’s implemented. Why isn’t the max win enforced right after the bonus wagering is completed? When used this way, if a player continues to play, the are two outcomes: they either lose their funds but if they continue winning, the max win still applies.

Dear Peter,

Thank you for your reply. I appreciate the opportunity to clarify our approach regarding the application of the maximum win limit from no-deposit bonuses.

We understand what you want to tell us and it is obvious to us that you are absolutely right about the proposed reward scheme.

And we would be happy to introduce just such a system, but we have analysed our players and found that most of them rarely exceed the award of 1000 euros, if there is an excess, it is minimal, so we have built a strategy where we rarely limit the winnings, if it is only a little more than 1000 euros. In certain cases, we may choose to offer a gesture of goodwill to our loyal players. In these instances, we allow the player to retain winnings that exceed the €1,000 limit. This decision is made at our discretion and is intended as a goodwill gesture from our end, rather than a requirement.

However, it's important to emphasise that this is purely a goodwill gesture on our part. As per our terms and conditions, specifically clause 9.10, we are not obligated to pay out any winnings that exceed the €1,000 limit from a no-deposit bonus. 

We understand that the current implementation might lead to some confusion, especially when winnings exceed the limit and a player earns more by playing with them, but it is designed to give us the flexibility to reward our players while still adhering to the rules that govern these promotions.

I hope this explanation provides a clearer understanding of our practices. We are always open to further discussions and are committed to maintaining transparency in all our operations. 

If you have any more questions or need additional clarification, please feel free to reach out.

Best regards,

Darja

It is not confusing it is just not right.. like i said before i understand the rules, but it should aply just for the first win that exceeds the max win amount.

Not waiting for 6 hours a player ghathering win after win and not small prices and then just take it all and hide behind the terms and conditions.

such systems are easy appliable by just looking in the history and take of the amount that should be taken away the first time and see if the win was within the money that left for me to play.

and in my case after i won 10.000 you should take the money and left me 1000 + the 1200 that i already had and right after i tried for withdrawal and changed game i won again 6000euro with a 150euro bonusbuy.

from that point it isnt fair to take the winnings in my eyes thats the same as theft.

Ps

if i had won 10.000 and then again played for 7000 and won more then i would understand it that i wont have any winnings but i spended maximum 500 after the 10.000 win before i made another big win

Hi all,

Thank you for your replies.

Dear Darja,

Could you please send the player's game history to my email address (peter.m@casino.guru) and mark the moment when the bonus money became real money? Perhaps you could also explain how the bonus works since it's supposed to be "wager-free".

Dear Peter,

As outlined in our Terms & Conditions (Clause 9.10), the maximum win allowed from any no-deposit bonus, including cashback, is €1,000. This limit applies regardless of how the winnings are accumulated, whether directly from the cashback or through additional play using those funds. Any amount exceeding this limit can be confiscated, as per our standard policy.

We understand this may have caused frustration, but we want to emphasize that we are committed to ensuring transparency and fairness for all players. The decision to retain winnings beyond the €1,000 limit is based on our established rules, which are clearly stated in our terms.

Additionally, we have sent the player’s full gaming history for the relevant period, including the issuance of the cashback bonus, to your email address at peter.m@casino.guru. This should provide further context and help clarify the timeline of events.

We appreciate your understanding and are here to assist with any further questions or concerns. 

Best regards,

Darja N

Dear Darja,

Thank you for the player's game history. Could you please explain how the bonus works when it's "wager-free"? At what point exactly were the bonus conditions fulfilled and the bonus money became real money?

Dear Peter,

I hope this message finds you well.

I would like to kindly inform you that the "wager-free" bonus has been successfully credited to the client’s account without any wagering requirements. Upon receiving this cashback, the amount was directly added to the client’s real balance. There was no need for any conversion process from a bonus balance to a real balance, as the bonus was made immediately available in the form of a cash balance.

The client is free to use the cashback as they wish, whether by withdrawing the amount or continuing to play. However, I would like to gently remind you that, as outlined in our terms and conditions (specifically clause 9.10), the casino reserves the right to limit the balance to 1,000 EUR. Any funds exceeding the 1,000 EUR threshold may be adjusted at our discretion. If we allow the client to retain any amount above this limit, it should be considered a goodwill gesture, as we are not obliged to maintain balances exceeding 1,000 EUR.

Please feel free to reach out if you have any further questions or require additional clarification.

Kind regards,

Darja N

This is just what i dont understand, i am free to wothdraw the 1400 cashbacl that i get but if i play woth the 1400, any winnings above 1000 will be confiscated.

oke, first game i play i win 10.000, oke casino should take immediately 9000 from my account. Then there should be after playing still 2200 in my account. After i change game and win direct with a 300 bonus buy again big price and continueu winning.

but how they do it is just a dirty revenue model for casino

Dear Darja,

So if the player receives the cashback funds, they go directly to the real money balance. The funds can be withdrawn but if they are used for further play, the casino can at some point somehow decide to cap it at €1000. Why isn't the cap applied automatically? How does the player even know if they play with real money or bonus money?

When i was playing i didnt notice it, i was playing with high stakes in the end bonus buy 1600 for example and in my mind i had 20.000 plus in my account..

suddenly i get insuficient funds.

if i would have a notice i had withdrawed 2500 and stopped,

This casino changes rules however they like.

today i have cashback and win some. 500euro want to make withdawal. Unable then i get message is that i have to wager it 3x while its wager free in here they explain im free to withdraw the cashback if i want without playing and now suddenly wager it x3 look at the screenshot of the email

i demand they pay me back what the owe me

Casinoguru needs to act on this casino

Dear Peter,

Regarding the cashback received by the player in the amount of 1,400 EUR, it was credited based on their deposits during the week and added directly to the real balance, making it available for withdrawal. Please note that cashback is always credited automatically by our system. Once it is added to the account, the player has the option to either withdraw the amount or continue playing with it.

In this particular case, the cashback amount exceeded 1,000 EUR from the beginning, and the player had the option to withdraw it at that time. However, they chose to continue playing. Since the initial cashback exceeded 1,000 EUR and additional winnings were accrued, those winnings were confiscated in accordance with our Terms and Conditions.

To find out whether they are playing with real or bonus funds, the player can simply check the "Bonuses" section in their profile. If there are any wagering requirements, this section will clearly display how much needs to be wagered before the funds convert to a real balance. If there is no information listed in the "Bonuses" section, it indicates that they are playing with their real balance.

Our experience shows that when a client receives cashback, the majority of winnings tend to be amounts up to 1000 euros. In rare cases, the amount may exceed this by 100 or 200 euros, and in such instances, we reserve the right to decide on a case-by-case basis whether this rule will apply. Additionally, we consider the overall circumstances, such as how much the client has lost or their status at our casino. Naturally, there are players to whom this rule may not apply, but this falls under our internal procedures, and we determine when and to whom it should be applied.

We do not impose an automatic limit on cashback because these cases are rare and each is evaluated individually. Overall, we are very flexible and loyal, so we often process payouts that slightly exceed this limit. This allows us to show leniency and avoid causing unnecessary frustration for our clients.

However, we can always guarantee that up to 1000 euros, the player will receive their winnings without issue. For example, if a player receives a 30 euro cashback and wins 900 euros from it—fantastic, no problems at all. If the amount is 1050 euros, there is a 99% chance it will be processed without issues. However, if the winnings significantly exceed 1000 euros, the decision will be made on an individual basis, depending on specific metrics. Naturally, we cannot disclose our internal procedures or the metrics we use for decision-making.

Basically, that's exactly what the rules say:

According to clause 9.10: "The maximum amount that can be won from a no deposit bonus (e.g., glimmer rewards, cashback, bonus money, complimentary free spins, and other free awards) is €1,000 or the equivalent in other currencies. Any winnings exceeding €1,000 from such bonuses will be retained by the management."

Should you have any further questions or require additional clarification, please feel free to reach out.

Best regards,

Darja 

Oke and can the casino explain why i couldnt make the withdrawal yesterday and the casino agent told me by email

i have to wager 3x before i can make a withdrawal. Here you state im free to withdraw of play but that is clearly not true

Dear Darja,

Thank you for your reply. Let's sum it all up. The player was granted a wager-free cashback bonus of €1400 with a max win/cashout of €1000 which makes no sense in the first place. The player can withdraw these funds but can't continue playing and winning because the max win applies forever. The max win/cashout may or may not be applied at some point by the casino but no one knows when and if because it works "on a case-by-case basis". You stated the following:

"To find out whether they are playing with real or bonus funds, the player can simply check the "Bonuses" section in their profile. If there are any wagering requirements, this section will clearly display how much needs to be wagered before the funds convert to a real balance. If there is no information listed in the "Bonuses" section, it indicates that they are playing with their real balance."

Since the cashback went directly to the real money balance, this suggests that the player didn't see any bonus in the Bonus section and didn't see any wagering since the bonus is wager-free. This bonus system is among the most confusing I've encountered, giving the impression that the casino can basically do whatever it wants. I'm afraid the player will have to get paid in full for the complaint to get resolved. We also strongly recommend simplifying the cashback bonus system and establishing clear rules and automatic caps to prevent future complications.

Hello!

First of all, thank you for taking the time to review the situation and provide your feedback. We greatly appreciate it, as it gives us the opportunity to improve and ensure that our loyalty systems work as transparently as possible for everyone involved.

Over the four years that our cashback system has been in place, this is the first time we've encountered such a situation where there is confusion or dissatisfaction. I understand that at first glance, the rules might seem complex, but from our perspective, it’s a straightforward and transparent system. The only exception, as you pointed out, is that the cashback limit isn't applied automatically—but this is intentional.

The main point I want to emphasize is that cashback is a gift from the casino, and we guarantee up to 1,000 EUR in rewards from this gift. Anything above that is subject to review by our management team.

Now, to address the question of whether players can use the cashback to play further: Yes, they can. The most common scenario is when a player receives, for example, 200 EUR in cashback, wins additional funds, say 500 EUR, and ends up with 700 EUR. They can easily withdraw these winnings, or even more—up to the 1,000 EUR limit. We’ve had many instances where players with a cashback of just 50 EUR have withdrawn 1,000 EUR, and that’s perfectly fine within our system.

However, when the winnings exceed the limit significantly (e.g., a player wins 3,000 EUR from a 50 EUR cashback), we do enforce the 1,000 EUR cap, as stated in our terms and conditions.

We understand that there may be a perception that the rules could be clearer, and we acknowledge that perhaps we could include more detailed examples in our terms to make this even more explicit. Still, we believe the general framework is clear: there is a limit of 1,000 EUR on winnings derived from loyalty gifts like cashback, free spins, or any other bonuses.

The reason we have this limit is simple: we give out a large amount of money through our loyalty system, including cashback and our Glimmer rewards shop. The same restrictions apply to free spins and other gifts we offer as part of our player rewards. Without these limits, the system would become unsustainable, and we would have to drastically cut back or even disable these loyalty programs altogether.

We strive to create a system that is fair to all of our players, while still maintaining the flexibility to make case-by-case decisions in exceptional circumstances. As you've noted, we do occasionally make goodwill gestures when the amounts slightly exceed the limit, but this is discretionary and designed to enhance the player experience—not as a right.

In this particular case, I fully understand why the player is upset, given the substantial amount involved, but I must reaffirm that our rules are clearly outlined. We are deeply committed to being fair, transparent, and ensuring that all players understand how our system works. We are always open to feedback and, if necessary, willing to refine our terms further to avoid any misunderstandings in the future.

Please rest assured that we strive to be as generous as possible in our loyalty programs, but there are limitations in place to ensure the long-term sustainability of our system. Removing these limits would force us to reconsider the entire cashback and Glimmer rewards structure, which, in turn, would reduce the overall value and enjoyment for our players.

Once again, I thank you for your understanding and for helping us improve. We sincerely apologize if our rules conflict with the standards of this community, and we are more than willing to discuss any further steps we can take to improve clarity and transparency for our players.

Looking forward to your feedback.

Regards

Andrei

As i mentioned above, yesterday i had the same situation but with less winnings

i received 180euro and won 500 and wanted to pay out.

then my withdrawals where disabled by thz casino

and when i went to live chat i received this email that im not free to withdraw and i have to turn it over x3

in my opinion you say what suits you.

look at the screenshot of the mail

send by casoo regarding my attempt to withdraw

In my opinion and i think in every logic opinion the 1000euro cap should be taken only on the first 10.000euro win, the next win woth spending only 400euro max should be given to me.

it isnt fair to take every win after that, it should be a shame for a casino to confiscate everything and keep it for themself.

if that is normal and acceptable everyone should open an online casino and starting making money over other peoples back

that is just not right

i have this expirence in other casinos where there is a cap and its directly effective after a win after that the money is yours if you play further there is no risk the casino might snatch you

i know it isnt fun for the casino to pay out someone without depositing but after al they forget i deposited more than 50k euro and withdraw also much money but it should stay fair

when they give me a 1400 cashback it means i deposited in the week before over 8k euro with 0 profit. So i dont ubderstand the speak about favors, like they give me free money. I dont think they have much more players depositing and end up loosing al their money there and still keeps coming back

i dont know but if you give this as promo they should be concious of the risk that some one can win big and to keep on saying these are the rules is ridiculous

Hi all,

Thank you for your replies.

Dear Andrei,

We discussed the issue internally. Based on the facts stated above, the player will have to get paid in full to resolve the complaint. We strongly recommend simplifying the cashback bonus system by establishing clear rules and automatic caps to prevent future complications. Please inform us of your decision.

Dear Peter.

and how must this go further now?

what happens if the casoo team dont respond?

Hello team,

We need a few more days to provide a response, as the changes to the cashback policy affect almost all players and will critically impact the VIP segment. Such changes will obviously harm the players and may lead to customer churn; on the other hand, these actions will help maintain the rating on your website.

A response will be provided by the end of this business week.

Thank you for being so patient.

Regards

Andrei

Dear Andrei,

Has there been any news?

Hello,

Thank you for getting back to me.

Unfortunately, at this point, we cannot fully comply with your request, as we believe it to be unfair. We agree that providing a few more examples could help clarify the terms for players. I even acknowledge that the rule could be misinterpreted in certain cases, but that does not warrant a complete overhaul of the cashback system, which would disadvantage many players and undermine the loyalty of those who appreciate it. Considering this is the first such case we have encountered in many years of running our cashback system, I would argue that the problem lies not within the system itself.

In this specific instance, I would have been happy to offer the player compensation in the form of free spins and no-wagering bonuses. However, the player has already taken the step of closing their account, which unfortunately limits our ability to resolve the matter further.

Regards

Andrei

My account is open for over a week again and am expexting another cashback of around 850.

but please explain me how would you want to compensate around 20k euro in profit?

And by the way, the cashback systeem is fine it just to autocap the firet 1000+ win. It is unfair to let a player play and win more and after confiscate all the winnings. That isnt the earning model of the casino in my eyes

As i experience the same story again. Sorry to say but this casino needs action to be taken upon.

they play it very unfair again

i am experiencing the same, they block withdrawals in the hope you loose your money again. After 3 hours they enable it and then withdrawals keep un stuck with review. Ive had it with this casino.

i am not accepting a offer of free spins etc, i want what is due to me! Or at least make a realistic offer

Dear Andrei,

Unless you can offer Upheavel a reasonable offer that he will accept, the complaint will end up unresolved. Please let us know if you will reconsider or if this is your final offer.

Im willing to let Some things go but they have to be reasonable

Dear CasinoGuru representatives,

Thank you for your patience, and we truly appreciate your understanding as we work through the situation. As our priority is to ensure a smooth and satisfactory resolution for all parties involved.

Kindly note that the offer has indeed been sent to the player in question, and we are currently awaiting their response. As soon as we receive their response and, should they agree to the proposal, we will immediately proceed with the necessary steps to release the promised bonuses.

Thank you again for bringing this to our attention and for your patience.

Best regards,

Darja N

im Sorry but i got an offer of 250 euro or 250 free spins of 1 euro. As a counter i asked for 1000cash and 500 freespins and 100.000 glimmer points and they offered me half i was almost willing to accept this, but luckely we dindt get it to an end.

i want that they pay me just in full or at least 75% om willing to accept €15.000

I’d did an offer to he casino, if they accept the matter is solved for me. I’m waiting now for their respond

Dear peter

we have come to a solution.

can you please mark this post as resolved as quickly as possible so the casino can pay me out

thnx

Dear Casino Guru Representatives,

We’re truly pleased to share that we’ve reached a positive and mutual understanding with the player, Upheavel. This journey has been about finding the right balance and resolving the concerns to everyone’s satisfaction, and we are grateful for the player’s patience and willingness to work with us along the way.

As a gesture of goodwill and to show our sincere commitment to a fair resolution, we have issued a compensation of 2,000 EUR to the player. We hope this helps to turn the experience around and demonstrates our dedication to supporting our players in every way possible, even in challenging situations.

With the matter now fully resolved, we kindly ask that the complaint be closed at your end.

With all respect,

Darja N

Hi all,

Thank you for your replies.

Dear Andrei,

We strongly suggest changing/automating the rules of the cashback bonus to avoid situations like this in the future, otherwise, we will have no other choice but to adjust the casino's safety index.

Dear Upheavel,

Even though we think you should get paid in full, we accept your request to close the complaint as resolved. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center — we’re committed to helping players like you. As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter