Casoo Casino - Player's withdrawal has been delayed.

Hi

I get lucky and win a big amount I did a video verification after that no responds

now only want to pay me back the deposit it is not fair I answered all my questions and showed my id this way you never can win any money.

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,

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.

• Could you please explain when the verification call took place?
• How did you learn about your account being blocked? Did the casino cite any terms and conditions? Were you accused of breaking any rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

I just played 1 slot and I got a big win I even made a video

No terms were broking or they say it was broken

I share the communication.

I sent everything this casino has 9 why they not come and explain.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej, 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.

Hello could you help me please?

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 esterwin, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casoo Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being declined and only the deposit returned? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for inviting us to provide an update regarding the case of esterwin. Please find below a summary of the actions and developments to date.

On 09/10, our security systems flagged the account for an additional verification check. This is a routine security measure implemented to maintain the integrity and compliance of all account activity. The Security Department reviewed the matter on the same day and confirmed that the additional verification was required.

The first stage of the process - selfie verification - was successfully completed. The next step, video verification, was initially scheduled for 17/10. Esterwin informed us that this date was not suitable and expressed concerns regarding limited English proficiency. To accommodate these circumstances, a new appointment was arranged for 16/10. During the process, all verification questions were also duplicated in Spanish via chat to ensure a clear understanding.

Following the completion of the video verification, the Security Department reviewed the session and concluded that the verification could not be successfully validated. Consequently, the gaming account was closed, and the decision was made to refund the initial deposit. Once the Security Department made their decision, esterwin was contacted on 20/10 regarding the outcome, informed that they had not passed the video verification, and requested to provide their IBAN and National Identity Number to proceed with the refund; however, esterwin disregarded our request.

Should you require any further information or clarification, please let us know, and we will be happy to provide it.

Kind regards,

Darja

Hello Matej, hello Darja,

I need to tell you and everyone reading – the full truth from my side, because the money is life-changing for me and I feel crushed.

I did EVERYTHING instantly You asked for a selfie → I sent it the same hour.

You asked for a video call → I rearranged my day, even though English is not my first language.

When the first time didn’t work for me, you were aggressive about rescheduling, not helpful. It felt like you didn’t want the call to happen.

The video callI showed up, alone in my room, camera on, ID iwith me

You asked me about slots. I play for fun, not for a living. You have 5,000+ games – how can I remember every single one? but I did all only the ones I won on I was not 100% sure you win and lose and it goes fast.

I told you the ones I could remember. I showed you my ID. You saw my face.

I answered every question I could. I even had the Spanish chat open to be 100 % sure I understood.

You closed my account anywayOne week later you say "verification failed".

No explanation. No second chance. Just "account closed, here’s your 294 EUR deposit back".

That feels like you looked for any excuse the moment I won big.

I trusted streamers who recommended CasooI watched streamers online. They said Casoo was fair, fast, trustworthy.

I deposited my own money, I got lucky, I clicked buttons, I won.

Now it feels like the win was the problem, not my play.

This money means the world to meIt is not "bonus abuse" or "suspicious patterns".

It is real money that can change my family’s life.

I gamble for fun, not to be interrogated like a criminal.

Casoo, please – pay me

I completed every step you asked. I proved I am me.

If you have a real, fair reason why the video "failed", tell me clearly.

Otherwise, release my winnings today.

I have already contacted a lawyer and I will keep fighting.

But I still hope Casoo will do the right thing without more pain.

Thank you, Matej, for reading.

I would like to thank the Casoo Casino for providing further details.

Dear esterwin, after reviewing the KYC call myself, I can fully understand why the casino did not accept it and why it all resulted in closing the account and refunding the initial deposit.

Specifically, there were several inconsistencies between the details entered in the account profile section, and what was said during the call. Although the conversation was conducted in English - with translation of the messages to Spanish - none of the issues with provided information could be attributed to the translation problems. Questions were plain and simple, as were the answers. This call raised too many security concerns regarding the account, and since the casino needs to adhere to very strict international anti money laundering policies and gambling laws, they could not pass the call as verified in your case.

During these calls, it is always important to be clear and provide truthful and exact answers to the questions. If something is not clear or you have any doubt about what is being asked, it is recommended to ask again, or even more times, until the question is fully understood. This is to reduce any chance of mishearing or wrong interpretation. Also the information always needs to be consistent with no deviations. Unfortunately this was not the case.

Since the evidence provided by the casino has been definitive, and the initial deposits were refunded, there is not much else I can do to mediate. This case will now be rejected. Thank you for your understanding and cooperation.