Casoo Casino Review

The player was trying to close his account due to a gambling problem. He had sent multiple requests to an e-mail address found in the 'Contact us' section on the website of the casino. The requests, however, never reached the relevant department as e-mails sent to the address found in the 'Contact us' section were handled by a hired, third-party company. After each request, instead of a permanent account block, a 7-day block was applied to the player's gaming account and the player was provided with contact information along with instructions on how to officially request self-exclusion. After a thorough examination of all provided evidence and after considering the fact that the player never followed the given instructions, we believe that no errors were made on the casino's end and that the player is not entitled to a refund of the lost deposits. We rejected this case as 'Unjustified'.

The player from Germany created an account and deposited €100. Later he logged in to his account from his brother’s IP address. Since both of them have accounts at this casino, they were probably detected as duplicates.

The player from Spain has been accused of opening multiple accounts. Admittedly, his mother has an account in the same casino. After gathering all the necessary information we ended up rejecting this complaint us unjustified.

The player from Germany is unhappy with her winnings being split into several installments based on yearly withdrawal limits. The casino refused to pay the player's winnings because there was a suspicion of breach of T&Cs of the casino. After prolonged investigation and raising the complaint with the Licensing Authority of the casino, the decision was made that the winnings will be paid to the player in monthly installements.

The player from Portugal registered an account and provided false personal data by mistake. Unfortunately, because of this, his withdrawal request was denied. The casino was only willing to return the player's initial deposits. The complaint was closed as 'rejected'.

The player from Spain has deposited funds into his account from his wife’s credit card. Casino confiscated winnings and closed the account. We rejected the complaint because the player didn't respond to our messages and questions.

On many occasions, the player 'grillz520' had requested a self-exclusion due to gambling problems. He sent around 7 emails to the casino and instead of blocking his account, the casino only offered to limit his deposit. Since then, this case remained unresolved since the casino stopped responding.

The player from Sweden has been accused of opening multiple accounts. Subsequently, the account has been closed. Casino provided us with sufficient evidence which shows fraudulent activity on player's account. We rejected this complaint.

The player from Spain and his wife, have been accused of opening duplicated accounts. Subsequently, both accounts were closed. We rejected the complaint because the player didn't respond to our messages and questions.

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.

The player from Portugal had his account blocked and winnings voided after his wife created an account under her name. Additionally, the funds deposited in the wife’s account where from the player’s card. After a closer examination, we rejected this complaint as unjustified.

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.

The player sent requested documents to the casino, but his account could not be verified. The casino claims there are similarities with other accounts, so his account was blocked and deposits returned. The player received his money, so we closed this complaint as resolved.

The player from Australia reported an issue with a deposit made several hours prior, which had been received by the casino but was not visible in their account for play. They expressed dissatisfaction with the customer service, which was delayed in addressing their enquiry. The issue was resolved when the player ultimately received the deposited funds, along with 50 free spins as an apology, leading to a significant win of over $1500. The complaint was marked as 'resolved' in the system following the player's confirmation of the resolution.

The player from Sweden had her account at Tsars Casino permanently closed after winning 20,583 Euros and making multiple withdrawal requests. Despite being fully verified and following the rules, the casino stated that the closure was for security reasons, and she had 18,000 Euros remaining in her account. She received little communication from the casino regarding her winnings. The Complaints Team facilitated communication between the player and the casino, which led to the account block being lifted and the player successfully receiving all her withdrawals. The issue was resolved, and both parties expressed satisfaction with the outcome.

The player from Germany made three withdrawals totaling 1,100€ to Jeton, which were not processed. Customer service claimed the finance department was handling it, but there was no progress, although a test withdrawal of 20€ was successfully credited. The player confirmed her account was fully verified, but no specific reason for the delay was provided by the casino. The issue was resolved when the money was credited back to her player account, and a new withdrawal was successfully processed. We marked the complaint as resolved.

The player from Sweden had faced an issue with Tsars Casino when he had tried to withdraw 1,973.93 Euros. The funds had bounced back due to the player's closed bank account. Despite daily reminders and submission of a bank statement over two months, the casino had not sent the funds to the player's other account and had stopped responding. The player had also raised concerns about the casino's marketing practices towards Swedish players without a Swedish license. The complaints team could not assist in the licensing issue but had managed to get the casino to confirm that the funds had been returned and transferred to the player after a delay due to the closed bank account. The issue had been marked as resolved by the complaints team.

The player from Greece had faced continuous difficulties in withdrawing his winnings from the online casino. Despite various attempts, excuses, and recommendations from the casino, the withdrawal had not been successful. He had provided all necessary proofs and had been waiting for a resolution for weeks. After the player submitted his complaint, the casino sent him a receipt of the money transfer to his account. The player confirmed that the money had been successfully delivered to his account. As a result, we had closed the complaint as 'resolved'.

The player from Germany is struggling with the bank account verification process. Despite providing the necessary documents, the verification has been consistently rejected. Player’s complaint has been resolved successfully.

The player from Italy had his winnings confiscated and account blocked after he was accused of performing chargebacks. The complaint was resolved. Later, it became clear that the casino's accusations were based on a chargeback report sent by their payment provider, which included the player's deposit. After investigating the issue, the payment provider was able to locate the payment and confirm that no chargebacks were performed by the player.

A player from Finland with an approved initial KYC is waiting for a withdrawal of 5902€. The casino requested an additional verification, after which they blocked the player's casino account, citing gaming addiction. The player confirmed the issue was resolved.

The player from Sweden had won 200 euros and initiated a withdrawal on July 4th, which was rejected by the bank and had not been resolved for almost two months. Two other withdrawals made on July 6th were also rejected, but the player received the funds back after two weeks, indicating inconsistencies in the process. The issue was resolved after the Complaints Team intervened, prompting the casino to investigate and eventually return the funds to the player's account on September 2nd. The player confirmed the successful withdrawal later that day, leading to the closure of the complaint.

The player from Sweden had been waiting for a £300 withdrawal for a month, despite having had no issues with previous withdrawals over the past year. The casino claimed the delay was due to bank issues but had not provided any updates. The player confirmed using Trustly for transactions and frequently contacted customer support without resolution. The casino later informed the player of an error with the withdrawal and advised them to try again. The issue was marked as resolved by the Complaints Team following this update.

The player from Sweden had made 4 withdrawals totaling 1500 euros from the Wisho casino but had not received the funds. The casino had used the SEPA payment method, which was not compatible with the player's bank. The player provided another bank account connected to the SEPA network but still had not received the money after more than a month. The Complaints Team communicated with the casino, which acknowledged the issue and stated that the funds were being tracked. Eventually, the player confirmed receiving all his money, resolving the complaint successfully.

The player from Sweden had self-excluded for gambling addiction on Trickz in June 2023, but was still permitted to play on a sister casino, Wisho, where she lost 2156 euros. The player had demanded a refund, and the casino had initiated an investigation into the matter. The player had been able to open an account and deposit, play, and even withdraw some winnings of 998€. The casino had agreed to process a refund of the player's deposits, but the transaction was delayed. After our intervention and communication with the casino, the casino refunded the remaining amount. The player confirmed that she had received all refunds. We had marked the complaint as resolved.

The player from Denmark requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked the complaint as resolved.

The player from Sweden was experiencing difficulties withdrawing their winnings due to ongoing verification. Later, the player confirmed that their account was finally verified so the complaint was closed as "resolved".

The player from Sweden was trying to pass the verification, but then he indicated gambling issues and the casino blocked his account. There was a problem with one of the player's documents, however, the complaint was eventually successfully resolved and the player got paid.