The player was dissatisfied with a casino game as it didn't work correctly. The issue was resolved with the help of the casino and the complaint was closed as "resolved".
Casoo Casino - The player's dissatisfied with a casino game.
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Casoo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
From the beginning in October this was a very good casino.
Losses given but distribution of profit comes from time to time.
Now to the problem I have with casoo.com and their support.
I mostly play TEMPLE TUMBLE from RELAX GAMING it's a game I like to spend time on casoo and other gaming sites.
The thing is, when I play on casoo.com, it happens
99% problem when playing TEMPLE TUMBLE.
I play and know exactly when the session will give out a win or it will be a loss.
When this happens I quit the game to return to the lobby that's when it shows up
that I'm not actually logged in but I'm asked to create an account or log in.
Then of course I ask support about what is happening and they politely reply that they don't know but the technical department will check it.
I got a reply: Try recording while playing so we can see how it looks when you play. All said and done, recorded and sent but they still avoid giving me any answers but they assure me they are "investigating" the issue and then a few weeks back together with RELAX GAMING.
I got tired of their excuses and contacted RELAX GAMING to get an answer on how the work went with the technical things that happen when I play.
RELAX GAMING answers me roughly:
Please contact casoo.com and ask them to send a crash report so we can try to help you.
So it turned out that casoo lied about their cooperation with
RELAX GAMING.
I again contacted casoo.com but this time to get a copy of the report they had sent to RELAX GAMING, mostly as a test of their honesty…..(of course they couldn't) but wrote that the issue was still under investigation.
They understand my frustration and thank me for my patience.
Today 14/2 there was an email where they claimed that the problem was solved, but I played earlier in the morning and the problem remained.
They gave no explanation about what "was wrong" but simply thanked me for my patience.
There the problem could be out of the world, but I answered that the problem was still not solved and then they answer me that I should send in a video that shows what happens....
I intend to go ahead with this and want my ID number on the site, but they can't give that out?
When will the nonsense stop?
The attachments that have been sent to you are only a selection, if you want more, please contact me.
Automatic translation:
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1 year ago
Hello LisaG12,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casoo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you suffer any loss due this technical error or why exactly are you trying to play it at all cost? When was the last time you speak to the casino and what was it about?
Please understand that unless this technical issue caused any kind of loss or disadvantage, we can hardly do anything as issues like this may occur anytime in any casino.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Dear LisaG12,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello.
I apologize for not replying, but I really haven't had time.
My last contact was ang. when I opened the account and if the account is closed, because I can't log in to the site.
They replied that the account is not closed and verified and it was opened on 17.01.2022.
I want my ID number on the site, but they can't give it away, the question I ask myself is why?
I have submitted all the screen captures that show the sequence of events when I exit the game to return to the lobby.
I still get asked to submit a new one?
Furthermore, they thought I should clear the browser, which I have done from beginning to end.
It is not possible to clean it more than what I have done.
I can surf without any problems, but can't access casoo.com
To your question if I have lost money, the answer is yes and it is because of the technical problems that arise when I play on their site.
I play on other sites and never run into the problem on any of them.
Etc. estellag
If you want further information, I ask you to contact me again and I will do what I can to give you insight into their actions in this matter.
I can forward the correspondence I have had with them since the technical problem started.
Etc. star team
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1 year ago
Translation
Hello. I sat and read through the email that has been sent between me and casoo.com.
I haven't been able to log in to the site since 2/16 (as if by chance that I wrote this post?)
I contacted support today and asked if the account is closed, but they say it should be open.
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1 year ago
Translation
I got another email asking me to try logging in again so their tech could try to figure out what's going on.
today I received an email with a claim that I have changed the password but apparently not updated on my device, which of course means that I cannot log in.
I've searched my casoo password reset emails, there is no such thing.
They now want me to change the password so I can create a new one, but I'm staying out until this is resolved.
They have more excuses than should be necessary.
They can backtrack and admit their fatal actions regarding my complaint.
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1 year ago
Thank you LisaG12 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
Hi Nick.
I tried to change the password yesterday after prompting from the support, it turns out that there is no reset link, so apparently something has "happened" on the keyboard in one of the departments.
I thank you for your participation.
Have a good time and take care of yourself.
Etc. LisaG12
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1 year ago
Dear LisaG12,
I am so sorry to hear you are unable to change your password. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Casoo Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Casoo Casino,
Could you please state why the player's unable to change his password?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Hello Stefan
Sent to me from casoo 28/2 - 2023
Hi Xxxxxxxx
Hope you are doing well.
We are writing to you with a response from our technical department.
The letter should have been sent by now. There was a local mailing service queue and now it was cleared and the letter should have been delivered.
Please check it now and let us know if the problem has been fixed
We bring our apologies for this unpleasant experience.
The mark under the queue is made by me.
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1 year ago
Hello team
We are very sorry for the delay. We are still waiting for a response from our platform to get the full information.
Regards
Andrei
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1 year ago
Translation
Hello
casoo.com responds the minutes "before time runs out" and apologizes as usual.
Thus, they delay the matter for another 7 days.
Is this a serious, responsible and respectful action towards its players/customers?
Etc. LisaG12
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1 year ago
Hello everyone.
We don't contact the game providers directly. The platform does that for us, as the casino is a white label.
We have provided them many times with proof of what happens with the game when you play it.
At the moment, they are telling us that this error has been fixed with the game provider.
If you do not receive a link to change your password, please try again, or you can write to the security department, and they will send you an SMS with your password which will be automatically generated.
Security email - security@casoo.com
Once again, I apologise for the problems, but we are doing our best.
From myself I might add that responses from the provider often take much longer than we expect. There is nothing we can do about it.
Regards
Andrei
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1 year ago
Dear LisaG12,
Did you manage to change your password?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
Hi Stefan and Andrei.
Yes I "succeeded" in changing the password.
As you can read in one of the responses I have submitted, there was apparently a "queue" when they were supposed to send
the recovery link.
I have been on the site and playing but the problem persists I am still kicked out of the game and asked to create a new account.
Now the response from casoo was that they do not contact the game provider, but they have claimed in an email that they have and that they have cooperated with RELAX GAMING to solve the bug.
I myself contacted RELAX GAMING in Sweden and explained what was happening, to which they replied that I should contact casoo so they should send a crash report directly to them.
Have they done it?
I can send another email to RELAX GAMING again to check if they have received the report from casoo.com.
I want my player ID which they can't give me, why?
This complaint may seem like a minor thing in the grand scheme of things, but because casoo constantly and notoriously refuses to fix the problems that arise on their site, many customers are not getting the help that casoo should actually provide for each individual player/customer.
Since they are not acting fairly towards me in this particular case, it unfortunately means that I demand a refund for every deposit where I have lost due to the "bug".
Yes I can lose while playing, that's my own responsibility, but they have a great responsibility to fix the problem by all means and make sure the games work satisfactorily.
Now I have contacted you and want your help, but even here on a public site they are unfortunately once again acting with all the means at hand they can to delay the matter.
To you Andrei.
Please but very firmly:
Do not take responsibility and answer on behalf of casoo - with your personal opinion.
Inform your colleagues that the complaint is not addressed to someone in support personally.
Surely they are doing what they can?
The complaint must be sent directly to the highest instance, they are the ones who decide what to do
answered when I/we write to the support on the site and via email.
Cooperation requires more than one party.
I'm waiting and again - I have all the time in the world
Etc. Xxxxxxx Xxxx
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1 year ago
Translation
Hello again.
Just because I want to and can, I will log in later today or tomorrow to see what is happening on the site.
I will most certainly end up in the lobby as I should after losing my stakes in TEMPLE TUMBLE.
It takes a maximum of 1 - 2 minutes after the €50 is played and lost.
It may seem that 1 - 2 minutes are microscopic in the context, but they are not relevant to put on casoo.com right now.
Whoever participates and the thread is probably as curious as I am.
Thank you and see you soon
Sincerely
Xxxxxxx Xxxx
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1 year ago
Dear Casoo Casino,
Is your platform in contact with Relax Gaming trying to resolve this problem?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Hello.
Yep, I deposited money on casoo and guess what?
I played TNT BONANZA and again - the site does not work flawlessly as they claim.
I have taken the screenshot after leaving the session to return to the lobby.
So it is not the game manufacturer's inability to satisfy the customer, it seems to be
casoo.com who cannot manage their own site so that it works satisfactorily for the players, with or without profit! 
I am sending a very pedagogically marked screenshot so you can see what I mean when I say that it does not work satisfactorily.
I am asked to create an account, but as you can see, I already have an account with a balance.
Now I look forward to the explanation about the "new bug" which is apparently unique to my account.
Sincerely
LisaG12
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1 year ago
Helle team.
During the whole time of this complaint, we have tried many times to get this bug on our side. But it has never worked.
The technical team could not do it either.
If the problem persists, we can advise you not to play this slot. That's what we told you at the beginning - until the problem is completely solved, we would not advise you to play this slot. But you have continued to play anyway, despite the warning.
We can't disable the game for just one account in the casino, and we have no other complaints, and all checks indicate that there are no problems either.
First mention of the issue had been made on 06.11.2022 where the player had been asked to make the basic troubleshooting steps. After which the customer had contacted us saying that the issue still persists. Initial case was passed to the technical team and they had checked the players account and could not locate the isssue and had informed that there are no issues associated with the game provider.
Player later had closed her account for a week on 11.11.2022 and came back regarding having the same issue on 20.11.2022 after what the ticket was passed to the platform technical team on 20.11.2022 regarding the player being logged out of his account after attempting to close the game Temple Tumble, but whilst doing so she received an error and the Visual would show as she is logged out, but in reality she would remain logged in to his account.
On 25.11.2022 the technical team had said that the issue had been fixed and the cause had been an issue with a broken script.
On 29.11.2022 they had asked us to provide them with a video recording from the player side where the issue could be visible as we had mentioned to them that the issue is still existant.
Player did not provide us with a video or a reply till 12.12.2022
On 18.12.2022 the player had provided the requested videos where we could see the issue.
Between 19.12.2022 and 11.01.2023 we had asked for multiple updates regarding the case as it should not take that long and on 11.01.2023 we had been provided witht he following reply – Due to the uniqueness of the case the investigation is complicated and they are still working on the issue.
Between 11.01.2023 and 01.02.2023 we had once again asked for updates on many occassion yet none besides we are working on the issue had been provided.
On 01.02.2023 technical team had informed us that they had finally understood the source of the issue and on 03.02.2023 they had informed that the potential fix is ready, but they are not able to release it yet as it would impact other changes.
On 06.02.2023 client had not been able to login to her account, but after password reset she had been able to do so.
On 14.02.2023 they had made an update that should fix the issue after which the customer had contacted us on 24.02.2023 and mentioned that she is no longer been able to login to her account again.
Technical team, had first implied that there had been no issue and the player should try to reset password and check SPAM folder, but later had informed us that there had been no reset link sent due to an issue with service queues.
Between 01.03.2023 and 06.03.2023 we had not received any updates from the user regarding if she is experiencing any other issues.
On 09.03.2023 she had informed us that she has been able to change his password and login to his account, but had not mentioned if the issue with Temple Tumble game remains.
Unfortunately, as we are heavily reliant on the platform in case of such issues we are not able to fix them as quickly as we would desire. The customer has been aware of the issue from the start as well as had mentioned that she is playing at her own rish and with her own responsibility, but had proceeded with the gameplay willingly.
At the moment we have sent a repeat request for inspection, but as we can expect the result will be the same.
We always deal with problems of any nature very clearly. Here - the problem is that we can't find anything, it complicates any process.
As before, at this point I can only advise against playing this slot.
Regards
Andrei
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1 year ago
Translation
Hi Andrey.
I will get back with answers to all the points you have written, the time is currently not possible to specify so I have a lot to do at the weekend.
But shall I do you a favor, I will scan all the emails and see where you have WARNED and AVOIDED me of further play in just TEMPLE TUMBLE.
Believe me I will come back with or without any errors, if it turns out that I am wrong it will be an apology from my side
as in that case I have based complaints on false claims.
It becomes public so the complaint can be written as resolved due to my lack of attention,
which I assume Stefan will write.
Yes, the responsibility for my game lies with me and I can guarantee that I do not blame you for anything except that you are not on the alert but constantly ask me to wait for answers to the most basic questions that should be answered within a reasonable time.
If you now assume that I have a gambling addiction, I can reassure you that:
I have no problems.
NOTE edited text.
Thanks, I'll get back to you.
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1 year ago
Hi
We are here now to solve a problem, not to avoid responsibility.
It is very difficult for us to find the error itself, even though it looks like a critical bug.
Anyway, we will continue to work on finding the problem. On our side, this ticket is still not closed. We continue to communicate with the technical team.
To make it a little clearer, what the problem is: our casino (white label) is located on a platform with about 150-170 other casinos that are not affiliated with us in any way. This platform has a technical team that responds well to all technical problems and complaints. But this is only if the complaint is massive and affects all the casinos on the platform.
In this particular case, it is a very private complaint. And as it was explained to us, there are no similar complaints in other casinos, there are no similar complaints in our casino, so it's a private matter. And the platform struggles to allocate resources to resolve a private complaint, which is why it takes so long to work through the issues.
I would very much like to solve all this as soon as possible, but we do not have our own technical team, and we are very limited in this matter, unfortunately for us.
Regards
Andrei
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1 year ago
Dear Casoo Casino,
Thank you for the provided information.
Please keep us updated regarding the matter.
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
We would like to ask the 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’ which may negatively affect its rating.
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1 year ago
Translation
Hi Stefan.
Very briefly:
I apologize for my absence.
First of all, at this point I would like you (if possible) to put this complaint on hold.
I have a lot to deal with right now, so I don't have time to respond to the accusations casoo has posted about me not following their advice on the game.
Furthermore, casoo has contacted me about their technical department's wishes for me to submit
recordings for them again.
I have been asked to deposit money into the account and then play with recording so they can see what happens.
Right then and there, I was incredibly amused by their email and asked them to deposit money into the account
so I could play.
They offered me 10 EURO which I played for (mostly to see if they had managed to "fix the problem")
Of course they had, nothing strange in that they want me to be satisfied with their technical ability to sort out the problem.
Today I have been in and played with my own deposits, the problem seems to be solved, the crux is even now that the balance has not been updated when I come out to the lobby.
To check how the balance in the lobby goes along with either going down or going up, I've written down when the game is no longer profitable.
Today again, the winnings (in-game) stopped at 7.98 and when I exited the game (back to the lobby) with a balance of 0.09 the balance was 7.98 so where the in-game spinning stopped winning.
So now I am interested in their goodwill to pay back the deposits I have made where I have lost time after time due to the technical problems that have constantly arisen.
But right now I am not able to read through the 69 email conversations without missing something relevant to the complaint (since November 2022)
I have informed casoo that I cannot continue the process at the moment as it is time consuming and my time is limited.
Therefore, I will return with the complaint when my time is sufficient for supplementary information.
So that other players don't suffer from their lack of technical competence, I truly hope that they intend to deal with similar issues with a willingness and goodwill when such serious technical issues arise.
Put the complaint on hold if possible.
Etc. Lisa12
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1 year ago
Hello
Thank you for the additional feedback.
First of all, the platform deals with this question directly.
It is usual for the balance to be updated every two minutes. This is due to the bonus block and the exchange of information between the blocks. The slot receives the information instantly, but on the main page, the balance may be updated a little later.
Regarding problems with other players - there have been no such complaints, and we have done a huge amount of testing on our side. We have not been able to find anything, absolutely.
At the moment, we are still working on it and keeping an eye on how the platform looks for bugs.
This is going to sound strange, but if this were a massive problem - it would be solved much faster. But in this case - we have too little information.
Please work closely with casino support because their test requirements are requests from developers on the platform side.
Thank you for staying in contact with us.
Regards
Andrei
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1 year ago
Dear Casoo Casino,
Thank you very much for your cooperation with the player. The previous problem with logging out from the games has been resolved?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Hello
We have received a final reply from the platform that the problem has been fixed completely
Regards
Andrei
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1 year ago
Dear LisaG12,
Can you confirm this information? Are you able to play the game without any bugs?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Good morning.
The answer they have given here on the page I cannot confirm because they have permission to log into the account to fix the problem and I am not supposed to log in.
I have sent an email to support asking if I could log in after their comment here but they replied that the matter is still under investigation.
COPY of the email that arrived in my mailbox d.
24/3 2023 at 15.58
Hi Xxxxxxx
Thank you for contacting us.
Our technical department is still investigating the problem with your account.
So it is a bit difficult to check the information that Andrei at casoo has written.
Etc. LisaG12
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1 year ago
Translation
Hello again
Today I have once again sent an email to casoo support but have not received an answer as to how the procedure is progressing.
I have logged into the account to see if it is possible to enter the site at all.
Yes, I got in - but I still don't know if I'm "allowed" to play.
Appreciate the response from support, but it's taking longer and longer from the time I ask to the time they respond.
Sincerely
LisaG12
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1 year ago
Dear Casoo Casino,
Could you please confirm if the investigation is finished and if LisaG12 is allowed to play?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Hello team.
Unfortunately, we never heard back from the platform. Our tests show that everything is fine.
We have decided that if the problems recur, we will close the existing account and create a new one. We will transfer the existing balance and game history there.
We can also refund the last deposit if the problem persists.
I am sorry that this is taking so long. We have limited capability in solving this kind of problem.
Regards
Andrei
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1 year ago
Translation
Hi Andrey.
I'm sorry you haven't gotten the problem right on the platform.
You have different messages. You write one answer here and email support writes another.
I read that you can refund the last deposit IF the problem persists.
It is extremely rude, disrespectful and provocative when I equate the last deposit with the total deposits made.
I wonder if you seriously think I should deposit money into the account, try playing and lose again?
I have asked you numerous times to show your goodwill and refund the deposits I have made where there have been proven problems with the game and that is many times.
I suggest you close the existing one and open a new account for me.
Before closing the existing account, go to deposit and withdrawal history.
Pay back until you see I haven't made any withdrawals (because I haven't won)
From there we can start over and see if the site works satisfactorily for me and you.
Decide to be accommodating and not ignore the fact that the site does not meet it
technical performance required in my "case"
I look forward to a reply soon
Etc. LisaG12
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1 year ago
Dear LisaG12,
The casino is acting more than fair and is trying to help you with the issue.
Does your problem with the game persist? If it doesn't, the case will be closed.
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Hello team
To solve this problem, we created a new account for the player, migrated all the data and credited 100 euros as a gift to the account (no wagering requirements).
We also sent a new password for the new account via SMS (automatically generated password)
Let's wait for answers, hopefully, all problems are solved this way.
Regards
Andrei
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1 year ago
Dear Casoo Casino,
Thank you for your response and the information provided.
Dear LisaG12,
Could you please confirm this information?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
Hello.
Yes, I received an email and SMS with new information and a deposit of the requested sum of 100 Euro
Everything seems to be in order, so you can therefore drop the complaint.
I thank you for a good collaboration with casoo, even though it took a long time.
Just to be safe, I make sure to record every time I finish a game to be able to return to support in case of any problems.
But now we - me and casoo start from scratch and hope it works in all games.
Now we celebrate Easter and relax.
Etc. LisaG12
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1 year ago
Dear LisaG12,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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