Casoo Casino - Player didn't pass the verification.

Hello, I played this Casino and won 9631 EURO. I sent in all my KYC documents and did a Live video call with security to respond to all the questions. I am German and My English is not good. They told me 3 days later I did not pass the Live Video. I have no idea why and I believe they just wanted to keep my money

They wrote me no reason why I didn't pass and sent me back my deposit. I would like this to be looked into

They basically took the funds and didn't pay me

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently have access to your casino account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

1. No they deleted my access and refunded me with no explantion. I provided everything to them!
2. I played Fortune of Giza and Extra juicy )SLOTS on the 100% Deposit Bonus)
3. With a Bonus and then I wagetred it all

Yes, They have no right to take my money, I did all the Video calls and Photos with my ID

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello SpinSiren,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to invite the Casoo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What was the issue with the verification call? Please send any related evidence or documentation to [email protected]

Dear Martin,

Thank you for including us in this complaint.

Following a thorough review, we have sufficient grounds to confiscate the funds and refund the last deposit as a gesture of goodwill.

The player failed to complete the additional verification process, which included:

• A selfie holding their ID and a piece of paper stating "Casoo + the date of submission"
• A separate video verification during which the player was asked a set of questions related to their account and gaming activity to confirm that they are the legitimate account holder.

During the video verification, the player’s responses did not allow us to reliably confirm their identity as the account owner. As a result, the verification was considered failed.

All evidence with additional explanations was sent to your email - [email protected]

Please let us know if any further clarification is needed from our side.

Best regards,

Darja

Dear casino representative,

thank you for your quick response and involvement in the mediation of this case.

Dear SpinSiren,

I can confirm I have received the casino's mail, along with the corresponding evidence.

After reviewing all available information and the casino’s explanation, we must conclude that the casino’s decision appears justified. During the call, several inconsistencies were observed regarding your account activity and bonus usage, and the overall communication suggested that external assistance such as 3rd party notes may have been used.

These issues raise legitimate concerns about account ownership and compliance with the casino’s verification procedures. Given these findings, we believe the casino acted within reasonable grounds, and we must therefore reject this complaint.

We appreciate your cooperation throughout the process and thank you for your understanding.