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Casoo - Delayed account verification

Ruling

Resolved - Both the submitting complainant and Slots Plus Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Casoo Casino Review.

Player's Complaint

Hello,

I have problems with account verification and thats why my withdraw request cannot be processed. Issue is with Casoo casino and i noticed (in Askgamblers site) that some other players also have had this same issue recently with this casino. Well i uploaded three documents first and those where accepted. But next day they send e-mail where they wanted 3 more dcuments,for example selfie with id and hand written paper note where must be text ""Hello

> Casoo, withdrawal on 30.09.2019".

I send those also but those 3 latest documents they seems to be cannot verify for some reason. Then after few days i got this e-mail: " Unfortunately, we can't verify your account yet.

Since you have many matches with other accounts, we are waiting for the rest of accounts to send us their documents. In case we can't identify all the accounts you have matches with, your account will be blocked and your deposits will be returned."

I really dont understand what they are meaning with that sentence??? i really cant!

I of course asked them what they are meaning with this, but no answer for that question.

And thats for sure that i dont have multiple accounts in that casino.

I hope that you can help me with this cause i think that next e-mail that they will send to me is that they block my account and decline my winnings for no reason at all.

i send those 3 latest documents 30.9 and withdraw request is made one week ago.

Read the casino review

5 Responses

ThePOGG
October 7, 2019

Hi bello69 - welcome back. This is your 3rd complaint against an operator who is either negatively listed, or not listed at all with this service. If you ignore the advice given by this service about safe places to play you are far more likely to encounter issues. While we will look into this issue on your behalf this is the last complaint we will accept from you against an operator of this nature that we are not legally required to accept under our ADR provision. Thanks, ThePOGG

bello69
October 14, 2019

Hi,

I hope hta can anyway help me with this somehow thank you!

To day i got email from Casoo and this is it:

"Our security department has made a final decision and your account will stay blocked and winning funds voided.

Based on your provided answers in verification call and different factors we have reasonable suspicions that your account is applicable with fraudulent activity's."

I quess that my answer didint satisfy them, i think that when they asked me what was biggest win and which slot game that came and when was my Casoo casino account registed? There is no way that i could remeber excatly details for those kind of questions in that phone call. And if some one cant remeber something that kind of information that doesnt mean that player is done some kind of abuse in casino, Casino just cant make this kind of desicions depending those kind of questions!

ThePOGG
November 8, 2019

Hi bello69,

My understanding is that Casoo have returned your funds and re-opened your account. Can you please check and confirm?

Thanks,

ThePOGG

bello69
November 8, 2019

Hi,

Yes they have finally admit their false and accoount openet and i got my money into my account

ThePOGG
November 12, 2019

Hi bello69,

Thanks for letting us know - it is appreciated!

ThePOGG

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bello69 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • thepogg

October 7, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.