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Casoo - Unfair rules

Ruling

Found for the Player - After claiming that this issue was 'resolved', which the player refuted, Casoo Casino have decided that they will no longer cooperate with this service.

Read our Casoo Casino Review.

Player's Complaint

Hello! I have a really serious issue here and I need your maximum understanding please. I recently claimed a bonus in Casoo and it expired before I finished wagering. All my money disappeared. The reason it expired is that I played games that do not contribute. However it is not my fault as it is nothing stated in casino terms about the fact that Kitty Cash and Sugar Pop do not contribute. I made a screenshot of Terms, I can send it if you need. Anyway, casino did not change their Terms yet. I asked casino to return the money to my balance as the confiscation is completely not fair, they acted against their own rules. Casino ignored my email so I decided to appeal to you.

Read the casino review

10 Responses

User icon
ThePOGG
October 20, 2019

Hi karma - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Karma
November 9, 2019

Hi is there anything for me?

User icon
Karma
November 28, 2019

Hi! Please update me

User icon
ThePOGG
November 29, 2019

Hi Karma,

Casoo Casino have offered a bare response stating that this issue has been resolve. Can you confirm this?

Thanks,

ThePOGG

User icon
ThePOGG
December 6, 2019

Hi Karma,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 12, 2019

Hi Karma,

If we haven't heard from you by Friday the 20th of December I'll assume this issue has been resolved and close this complaint.

Thanks,

ThePOGG

User icon
Karma
December 14, 2019

Hi! Casoo never offered me any solution!

User icon
Karma
December 17, 2019

May I please reopen the case?

User icon
Karma
January 2, 2020

I had a chat with casino on 19.12 asked them about solution and they "forwarded the request to security department". I have never heard from casino after that

User icon
ThePOGG
January 17, 2020

Hi Karma,

We have been discussing a number of complaints with Casoo Casino and unfortunately - as we cannot agree with some of the practices that they have engaged - the operator has decided to disengage with conversation about any complaints posted at this service.

Sorry we could not be of further help!

ThePOGG

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Agreement

Karma 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

October 20, 2019

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