Casoo Casino - general discussion (page 2)

Of course, it would be much better experience if you got the warning or if the game couldn't be played at all while you have bonus money on your account. I believe the best casinos should have this implemented. Unfortunately that's not how the online casino business works. It actually possible that you breached the TCs in another casino as well, but since you didn't win there, they didn't check your gaming history and didn't find it there.

I deposit 50€ to play with the first bonus deposit. When I finished the wagering, my balance was 955€. I played only(!) one spin by accident with 2,40€, when my balance was around 850€ and the wagering was near 60-70%. I repeat ONE spin by accident because I played by my phone. (The maximum allowed bet is 2€) When I made a withdrawal after I asked the support to tell me if everything is ok, the next day the withdrawal cancelled and my balance was at first 0€ and then 50€ from 955€.

They told me that I exceeded the maximum allowed bet for the bonus wagering and my last deposit was returned to my gaming balance.

I feel that they stole me. This is so unfair.

I need your help because I made everything right and I can't believe that this one spin really affected something.

(I have screenshots of everything.)

Hi, I'm sorry you got yourself into such an unpleasant situation. As for the max bet, I would clarify how we look at it: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

In this case, I would recommend you to file a complaint here on this link and our team will try to help you. 

Let me know if you're up for it. 

I registred in januari in this casino, paid out to times 5000euro (5x1000) but then 8 days ago i won 40.000 euro and tried to withdraw then got message that a gamecheck is needed..

in the meantime i won total of 200.000 euros and the casino is still checking the games.. now i get a little bit worried about there intensions.

Are there people who managed to payout large amounts?

They already raised my withdrawallimit from 5k to 7.5k per day and from 15k to 22.5 per week and 30k to 45k per month.

But in the 8 days they didnt proces any withdrawals, before i had a couple of times withdrawn 3 or 4 times 5000euro max withdraw possible per day and the money was within a couple of hours in my bankaccount

to buy a Buy Bonus at maximum bet like 4600euro with a bet per spin of 46euro is that a violation? I guess not because it is possible to do and it is an option.. only thing is i hit in a week time x2200, x1350, x1150, x850, x820, x680, x550. Al with a max bet of 49euro made with a no bonus deposit.. in total i won over a half milion euro but winning and loosing continue until first reached 40k, almost lost until 10k then back up until 60k lost until 23k thus kept going on untill 200k..

i cant imagine this is forbiden, all i know if you deposit with a bonus active than there are rules. But i never choose for bonus always deposit bonus free, for this kind of situations.. once i won with bonus money of 300euro 12.000euro and then received only 900euro

It is not unusual that the casino sometimes needs to do an additional verification, especially when it comes to bigger amounts. How long exactly are you waiting for the withdrawal now, when did you send the request?

If you haven't played with any bonuses, as you said, that should not be any worry then. You can always try to ask the support, if you have any questions about max bet, they should be able to give you all the answers. If you feel, that you need us to intervene, let us know, please, and we will try to do that. I will wait for your reply here.

I send the request 9 days ago, al that time it says first needed a gamecheck an analys. They also told my it wont take longer than 7 days also it is stated in their T&C. I had before succefull withdrawals of 5000euro 2 or 3 times with other wins and where deposited in several hours..

i got a feeling they delayed because usually when i win i end up loosing the money again but this time i kept on winning and winning.. every time i wasnt able to withdraw i tought oke we play with 10.000 and ended up doubling the money untill i reached 200.000.. but i dont understand even if the have to pay isnt it so that the gameprovider pays this in the end and not the casino? Or am i wrong? I played different games most of them of pragmatic play : sweet bonanza, big bass splash, gates of olympus.

and maybe its the best iff casinoguru intervene in this but im afraid that it would slow down the process

Well, 9 days, do not forget not to count the weekend though, right? Usually it is working days, at least in most cases. This time probably they need to do some more additional checks and that is why it is more time consuming, in my opinion.

Just please do not get to any wrong conclusions, it doesn't help your case, really, not talking about your wellbeing. Don't you think so? I am not an expert in how exactly does it work between the casinos and the game providers, in my opinion, though, the casino is the one paying the players.

Also I do not think that by submitting a complaint you will slow down the process, I will leave it all up to you, though. Our team will be ready whenever you'll feel, that our help is really needed. Just, please, keep us updated with any news regarding this issue.🙏

Yes thanks, yeah for now i will just wait and give them the time they needed.. i also stopped playing because if i win again x5000 or over 10k which is easy when you play spins of 4900e. And then the check only extends..

ill keep you up to date

If I may add my point of view, you seem like a high-roller player to me. I'm saying that because casinos tend to be more interested in such gameplays simply because of the higher amounts at stake.

For now, I would not be nervous, this is quite a normal step casinos take in similar situations.

I wish you quick checks, and even quickest withdrawals! If you need anything or have an update, we are here for you.

I understand and that is also what i am thinking but they go to far my first withdrawal is from 11 march i think they say maximum 7 days for a check, that is already past and then they say yes but you won later more and that needs to be checked, oke but what about the winnings before it should have been checked and i should already have an awnser about this if it where correct winnings and pay out my worhdrawals. This is al just bullshit i think

The first 5000 had been deposited in my bankaccount.. it was frustrating to wait but it is starting to look good now.

got email that the gamechecks are done znd correct winnings

Great news, you see, sometimes you just have to be a little patient. I am glad that you have some money in your account and I firmly believe that more money will come to you as soon as possible. If you have any trouble, feel free to contact us or update us if you have received everything. 

May it go as fast as possible. 🎉🤗

Hello, I'm also having problems with this casino.

I've already filed a complaint here.

It all happened when I saw this good review of the casino here.

I decided to register, but before making a deposit I talked to the support, despite having read the terms and hearts I decided to personally ask the support if there were any extra restrictions for Brazilian players and I also asked what was the minimum amount in BRL currency this is my currency in the casino account, the agent checked and said no, and also provided me with how much I should deposit in cryptocurrency referring to BRL, then he provided me with institutions to deposit and activate the bonus, ok, I deposited.

I deposited and no bonus was credited, I went back to support reported this, the agent said he would send the problem to the department, after a long wait I received an email saying that the bonus and payments then with problems in BRL currency, I went back to the casino told about it, how I can not play due to this error, then he asked me to withdraw my deposit, ok.

Now the problem begins.

Then I was asked to verify my account, for the first time proofs such as phone bill, internet credit card, tax statement were all denied repeatedly, so I thought what does this mean and who are these people, I went back to support, here the discussion went on for a couple of days.

As they mentioned that they were a very straightforward company, I decided to investigate to see if this was true.

I discovered that they were operating illegally in Brazil, without authorization to receive deposits and request personal data from Brazilian citizens, and it seems that their license in Curaçao is also pending, so neither in Brazil nor in any other territory does this company have the right to make these demands, let alone withhold my deposit.

So I reported this to them, the agent provided me with an excerpt from the terms, in which it says that it is the user's responsibility to know the gaming laws in their jurisdiction, ok, I did, Brazil allows casino games, what it does not currently allow is irregular casinos like their case, so if the casino does not prohibit the user in its terms and offers its services in such a region, the user is not to blame for anything and is still considered deceived by the gaming company, but the gaming company is guilty of operating illegally, taking deposits and collecting personal data, as it is not my duty to know whether they are authorized or not, I can play normally, if the list of restricted countries in their terms does not prohibit it, then in this case the part where it talks about the user's responsibility in their jurisdiction does not apply to my case, so it is irrelevant for them to mention it to me,

The fact that support said they understood perfectly with this provided me with an email to resolve the issue, however, despite me providing the cryptocurrency address, photos, address plus documents and Binance profile, I received no payment and no response.

However, now they have demanded account verification again, and this time they have accepted all the documents and my account has been fully verified. They asked me to try to make a withdrawal via the casino's payment tab, ok, but how am I supposed to make a withdrawal if everything is blocked?

A message on the casino's payment system says the following: NO WITHDRAWALS POSSIBLE, so I can't withdraw.

But now I've received something very strange, a request from the casino to close my account and open a new one in another currency. So, I asked about my balance, they told me to contact the new account to request my balance, they would credit everything to the new account.

As for creating a new account, I simply told them to send me this authorization by email, with details of the request via an official email from the casino, an email that appears somewhere inside the casino, this prevents the casino from accusing me of double billing and perhaps saying that you never asked for this, giving you the right not to pay me, if the casino really wants to resolve it and just send this email for me to save.

However, they said they don't need to do that, so I asked them if it wouldn't be easier to pay via the details they send there in the email, they didn't accept it and they didn't even give me the request by email.

So I think they intend not to refund my deposit.

Well-rated casino, but unsafe and very problematic, I don't recommend anyone to play there

Hello,

the situation is pretty complex and certainly not pleasant at all. As far as I can say, the most issues, however, have risen up due to incorrect info provided by the support worker, first of all. I would expect to cover the right currency right from the start, among other things...

If I may speculate, I would guess the casino was not well prepared for the new Brazilian regulations.

Did you perhaps see this post 👈? Of course I may be wrong completely so, I would like to know your opinion on this.

From the Safety Index perspective, this is completely unmeasurable and unpredictable.... The same goes for anything related to custom customer experience. Like payment options availability, KYC procedure, and so on..

Yet, be assured that if my colleagues find anything unfair during the resolution of the complaint, it will be investigated. "Our ratings" as people aim to call the Safety Index, describe measurable aspects only, and I perfectly understand it is not that obvious without reading the details. Hence, thank you for sharing your own struggle with others. This is terrible experience...

Speaking about complaints, feel free to update it further—right here 👈👈

Let's hope the matter will be resolved soon.

Hi, I've just read your friend's post and he's right, that's why I read the casino's terms and conditions.

I took the initiative to always contact support first to make sure there are no problems and extra restrictions, if I confirm that everything is ok I go there and deposit.

But the only thing the casino can do is return my deposit in an alternative way, this is fair, many casinos here have already done this, here was a case recently resolved, https://casinoguru-int.com/pt/avaliacao-run4win-casino#tab=js-tab-reviews alternative payment it took time but it was resolved now I need to edit this later.

The problem is that the government has authorized many casinos and also blocked many, so the casino owner is the one who should know if he is authorized or not, he should know that if he breaks the law barriers and punishments will be applied, and as a user I am not obliged to investigate casino by casino to see their authorization, so if the casino is not blocking me and no law prohibits the games, he the user only needs to read the terms and conditions and check if he can register and deposit. Once the casino has received the amount, if the player has won or had problems placing bets, the casino must return or pay out the winnings. PROCON itself says that in the case of online casino gambling platforms where the user can deposit he also has the right to withdraw if he has won without violating the rules of that website, all his winnings must be paid out, and this also applies to international cases, in the case where the jurisdiction where the casino has its administrative sectors does not cooperate with the investigations then in that case the payment provider will be penalized. In other words, nobody can take what belongs to them.

They have an ongoing Curacao license so it's not a safe place to deposit large amounts of money, let alone cryptocurrencies, a hard-working citizen will not find it pleasant to have to beg to receive his winnings or recover his money, as far as you can see they only pay if they want to, you need to be doubly lucky, one to win and one to receive, in addition any error in the casino system, the affected is you.

In a nutshell: I deposited, I can prove it, the casino made a mistake, I can prove it, I checked my account, I can prove it, I can't open a new account as they ask without them providing something official, I can prove it, I didn't cause them any damage, I can prove it. So why can't the money be returned?

Good for you to be that well-informed while registering in a casino. Very inspiring. 👍

I also agree the operators and casino owner should do their best to keep up with every legal change, because if they fail to secure the most important role they have—to pay out the winnings—players won't be very much interested in excuses.

I therefore hope that your complaint will serve as a reminder of the casino's duties and encourage players to exercise caution.

In the complaint, I just spotted an update saying the withdrawal is going to be released. Let us know once you have the money, please. Hopefully, it won't take too long 🙂