Home Complaints Casoo Casino - Player’s winnings from promotional play have been voided.

Amount: $5,000

Casoo Casino - Player’s winnings from promotional play have been voided.

7.4/10 Good reputation Submitted: 08 Jun 2020 | Case closed : 12.06.2020
Our verdict

Unjustified complaint

REJECTED

Case summary

9 days ago - 12 Jun 2020

The player from Chile breached the bonus T&Cs by placing a single bet greater than allowed, therefore we rejected this complaint.

Written by Kristína
Casino analyst and complaint specialist
Public

Casino Casoo me ha estafado !!!.


Les comento que juegue al casino casoo, depositando 50 dolares, teniendo un bono de un 100%. luego de jugar y quedarme 50 dolares, entro a la maquina traga perras, book of gold, y gano la suma de 5000 dolares !!!. como es sabido se debe jugar 25 veces de los entregado para liberar el bono, situación que ocurrió. luego de liberar mi dinero y teniendo en la cuenta 5000 dolares, el casino Casoo ha decidido confiscar mi dinero inventando razones ilógicas para no pagar mi dinero. presentare una demanda criminal en mi país y en el extranjero por esta estafa, y ruego que nadie juegue con estos timadores.



file

adjunto respuesta del casino por mail :


Hi, Alejandro,


I have not the best news, but we have to apply our rules fairly to every player.



You have breached our Terms and Conditions.


9.6. The maximum bet when having an active bonus is EUR 3 per spin or EUR 0.3 per bet line. Casoo reserves the right to void and or remove winnings resulting from larger bets than allowed with an active bonus on games of Casoo. Max allowed bet with an active Welcome first and second deposit bonus accounts to 2 EUR / AUD / CAD/ USD / 150 RUB / 20 NOK/SEK / 3 NZD. Max allowed bet on other Welcome pack bonuses (3rd, 4th deposits) account to – 5 EUR / AUD / CAD/ USD / 350 RUB / 50 NOK / SEK / 8 NZD. All 200% welcome bonuses have a max bet limit of 0.5 EUR. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse.


9.7. If a player or a group of players are abusing casino bonuses Casoo has the right to confiscate any wins thereof and to close the players account(s).



You have played with larger bets accounting to 44.52 USD during wagering process of First deposit bonus, all wins thereof have been confiscated.



Your deposit 50.00 USD was added back to your account. You can withdraw this money (Minimum threshold turnover for the slot games is equal x3 from the deposited amount and x5 from the deposit for all other games.) or continue to play without a bonus.


The decision of the management is final.



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


Best regards,

Joseph


Casoo - Your Intergalactic Casino












Public

Dear Birman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus T&Cs (https://www.casoo1.com/en/static-texts/terms-and-conditions), and I found the same term the casino quoted:

"9.6. The maximum bet when having an active bonus is EUR 3 per spin or EUR 0.3 per bet line (Unless otherwise stated in the bonus description). Casoo reserves the right to void and or remove winnings resulting from larger bets than allowed with an active bonus on games of Casoo. Max allowed bet with an active Welcome first and second deposit bonus accounts to 2 EUR / AUD / CAD/ USD / 150 RUB / 20 NOK / 15 DKK / 10 PLN / 3 NZD. Max allowed bet on other Welcome pack bonuses (3rd, 4th deposits) account to – 5 EUR / AUD / CAD/ USD / 350 RUB / 50 NOK / 35 DKK / 22 PLN / 8 NZD. All 200% welcome bonuses have a max bet limit of 0.5 EUR. If a player is betting more than allowed per bet with an active bonus, it classifies as bonus abuse."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, if you are aware of placing bets higher than allowed there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

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Thank you Kristina for your research, but I tell you that the bonuses to recover them have to be played 25 times their value, as you can see, I played 25 times $ 50, that is, $ 2,500 to withdraw the bonus. After everything was fine, in an abusive casino it imposes rules that are hidden on its website, since they are not in plain sight, in legal terms, they are called abusive or harmful clauses. Now on the other hand, it is impossible for the player, since the machine swallows coins, allows him to play freely, and AFTER HAVING WON 5000 dollars, my prize is magically confiscated, we are present before a swindling casino, in bad faith and with little judgment, on the other hand they do not deliver a simple call to explain what happened but they send a miserable Mail, saying that they have bad news. I have written to curaçao to the license that these types have and present a formal claim, I await the resolution or recover to justice both Chilean or the Canada where they have domicile. Never play in this casino, it caused me irreparable moral damage, in my capacity as a lawyer, I will use all the means provided by the law until I am compensated.

Automatic translation
Public

Thank you for your reply Birman, I am really sorry, but the casino doesn't hide this fact, it is publicly displayed and we always recommend each player to read carefully all the General and Bonus T&Cs in order to avoid an unpleasant situation like this one.

Unfortunately, if you breached the maximum bet rule, we aren't able to help you.

Public
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But what do you think, if the machine swallows coins allows you to play more than 3 euros, then you win 5000. Dollars and then they confiscate the prize, they promote the bonus as if it were a benefit, and it really is a down payment to lose your money, if it were not the opposite, the games should be blocked to not allow these problems, it is even similar to those casinos that do not let you play more than 30% of what is deposited, very similar to the operandi mode. And I consider it a terrible practice, do you find it logical that the casino allows you to play a maximum of 3 euros? I ask that you rate them negatively on this page, or at least that they respond formally. thanks for your help

Automatic translation
Public

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified, because you breached the bonus T&Cs. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.