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Casoo - not approving withdrawal due to wager free spins

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casoo Casino Review.

Player's Complaint

Casoo offered me wager free spins as a part of their "glimmer" campaign. I used those spins won 2 euros and continued then I deposited more and gambled and won like 6000 euros. went to withdraw after speaking to their CS about this who said no you no limitations whatsoever on your balance. after I withdrew it took two days and all of a sudden my balance was cut by 3000 euros and I got an email saying withdrew 1000 euros approved. horrible as they didn't say anything about this whilst I was depositing.

Read the casino review

12 Responses

User icon
thepogg
October 6, 2022

Hi henryjk - welcome back.

Did these free spins include a maximum win limit?

Thanks,

ThePOGG

User icon
henryjk
October 6, 2022

No, not initially. I even asked their CS rep about this to which they replied, no you have no limitations on your win you are free to withdraw 4000 euros

User icon
thepogg
October 8, 2022

Hi henryjk,

Please forward all correspondance you have had with the operator about this issue to [email protected].

Thanks,

ThePOGG

User icon
thepogg
October 16, 2022

Hi henryjk,

In each of the emails you sent over it clearly states:

"Status: Rejected

Reason: Please, check your email"

What other emails have you received from the operator?

Thanks,

ThePOGG

User icon
thepogg
October 22, 2022

Hi henryjk,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
henryjk
October 29, 2022

The emails are none existent

User icon
henryjk
October 29, 2022

The emails are none existent

User icon
thepogg
November 26, 2022

Hi henryjk,

Do you have copies of the Live Chat communications where you were informed you could play without restriction? The operator asserts that you were never told this.

Thanks,

ThePOGG

User icon
thepogg
December 3, 2022

Hi henryjk,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
December 10, 2022

Hi henryjk,

If we haven't heard from you by Friday the 23rd of December we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
henryjk
August 30, 2023

“ Hi xxxxx,

Thank you for contacting us.

Unfortunately, there are no no-deposit bonuses on your account, at the moment.

But don't forget, that you can earn Glimmer and level up bonuses, just by playing.

If you have any other questions don't hesitate to contact our customer support.

Best Regards

Isabella

Casoo - Your Intergalactic Casino”

User icon
thepogg
August 30, 2023

Hi henryjk,

The copied quote above does not give any direction that you can play without restriction. In fact, it explicitly states that you currently have no-deposit bonuses on your account.

Thanks,

ThePOGG

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Agreement

henryjk 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:

  • Casoo
  • Curacao
  • SG International N.V.

October 5, 2022

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