Casoo Casino - O jogador está tendo problemas com a verificação e retirada dos ganhos.

I have been waiting for an answer for the purpose of my withdrawal for several days! I won € 190,000 in this casino and so far I've only been put off that the "Security Department" is checking my game history! I registered at this casino based on your rating. I'm shocked. I'm left out in the rain! The customer service is a disaster and the casino tells me I should only pay out € 50,000 annually which would mean I have to wait 4 years! But I know that the casino has the option to increase the limit!

Ich warte seit mehreren Tagen auf eine Antwort zwecks meiner Auszahlung! Ich habe 190.000€ in diesem Casino gewonnen und bisher werde ich nur vertröstet dass das „Security Department" meinen spielverlauf prüft! Ich habe mich auf Grund eurer Bewertung bei diesem Casino angemeldet. Ich bin schockiert. Ich werde im Regen stehen gelassen! Der Kundendienst ist eine Katastrophe und das Casino sagt mir, ich dürfte nur 50.000€ jährlich ausbezahlen was bedeuten würde, dass ich 4 Jahr warten muss! Ich weiß aber dass das Casino die Möglichkeit hat das Limit zu erhöhen!

Hello,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. I have checked terms and conditions, and this is what I found https://www.casoo.com/en/static-texts/terms-and-conditions:

"LIMITATIONS:

We support the following currencies: EUR (€), USD, CAD, AUD, RUB, PLN, NOK, NZD, mBTC, LTC, ETH.

The min. size of deposit is €10.

The min. size of withdrawal is €20.

The max. size of withdrawal is €2,000 per day / €5,000 per week / €10,000 per month / €50,000 per year."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

Could you please advise if you have accumulated your winnings during a regular play or from a progressive jackpot?

Thank you in advance for your reply.

Best regards,

Petronela

I won the regular game win. It is not only about the fact that the winnings are not paid out in full, but that the casino is still apparently checking the game history and there is no answer from the casino about the status, although I have written several emails

Ich habe den Gewinn bei regulären Spielen gewonnen. Es geht nun aber nicht nur darum dass die Gewinne nicht komplett ausgezahlt werden sondern dass das Casino anscheinend immer noch die Spielhistorie prüft und es keine Antwort seitens des Casinos gibt wie der Sachstand ist obwohl ich mehrere emails geschrieben habe

Please censor my name, I have not registered here and do not want to be named

Bitte zensieren sie meinen Namen, ich habe mich hier nicht angemeldet und will nicht namentlich gehabt werden

What name would you like to be displayed?

xxx is okay.

Can you do something for me now? I do not get any replies from the casino. There is no response to a single email! I want to start my withdrawals!

xxx ist okay.

Können sie nun was für mich tun? Ich bekomme keinerlei Antworten von dem Casino auf keine einzige email wird reagiert! Ich will meine Auszahlungen beginnen!

Could you please advise how many days ago you've requested your withdrawal? Have you received confirmation regarding successful account verification already?

My account has been verified for a month! I have my payout on 03.03. submitted, so far no response has been received except for the fact that the game history is checked.

Mein Konto ist seit einem Monat verifiziert! Ich habe meine Auszahlung am 03.03. eingereicht, bisher kam keine Antwort bis auf die Tatsache, dass die Spielhistorie geprüft wird.

One last question please, have you accumulated your winnings with or without an active bonus?

Without a bonus, I have never used a bonus because I know what complications result when you make a profit

Ohne Bonus, ich habe noch nie einen Bonus in Anspruch genommen weil ich weiß was hieraus für Komplikationen resultieren wenn man einen Gewinn erzielt

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thank you very much!

Okay vielen Dank!

Hello!

From now on, I will try to help you with your issue. I would like to invite Casoo Casino into this conversation to help us with the case.

OK! I received a response from the customer chat today, not from the security department, they are still ignoring my emails! The customer service replied that my game history is still in the process of verifying that the winnings were made correctly and without manipulation! I should have an answer by Friday so that my payout can begin if everything is OK after the exam!

Okay! Ich habe heute eine Antwort aus dem Kundenchat erhalten, nicht aus der Sicherheit Abteilung, die ignorieren meine Emails immer noch! Der Kundendienst antwortete mir, dass meine Spielhistorie immer noch in der Prüfung ist, ob die Gewinne richtig und ohne Manipulation erzielt wurden! Ich sollte bis Freitag eine Antwort haben, damit meine Auszahlung beginnen können, wenn alles in Ordnung ist nach der Prüfung!

Hello!

Thank you for providing us with an update. Hopefully, you will be able to receive your withdrawal on Friday. I will leave the timer on the casino, so they can bring us any details about the situation.

Nach 8 unbeantworteten emails habe ich heute morgen eine Antwort bekommen von der Security Abteilung! Was kann ich aus dieser Antwort für Schlüsse ziehen?

Hi XXX,

Thank you for contacting us

All information and game history has been requested information still checking on the provider's side

The provider should check the player's game activity of the reported time frame and stated that there are no abnormalities in bets

We will inform you as soon as possible.

If you have any other questions, don't hesitate to contact us

Sincerely,

Casoo security Team

Hello!

Although I understand your frustration of the whole process, I'd like to suggest you to wait until Friday and hopefully the withdrawal process will begin.

Okay and what if not? I was also asked today to disclose all of my income from 2020/2021. The payout is delayed every day because of something else! It really pisses me off because we're not talking about a few hundred euros here.

Okay und was ist wenn nicht? Ich wurde heute ebenfalls aufgefordert all meine Einnahmen aus dem Jahr 2020/2021 offen zu legen. Die Auszahlung wird jeden Tag wegen etwas anderem herausgezögert! Es macht mich wirklich wütend weil wir hier nicht über ein paar hundert Euro sprechen.

Hello team!

Unfortunately, given that this case is not quite normal - it is dealt with by the specialists of the legal department of our platform. As soon as we get an answer, we'll let you know right away. Unfortunately, the client has violated several casino rules, and we are not sure that we have the full right to pay out the funds. We went to our platform to get permission because we are a white label casino and can not make these decisions by ourselves.

We ask for a short wait, this matter has been awarded the highest priority.

Regards

Andrei

Hello Casoo Casino's representatives!

I would you to be more specific on which several casino rules were breached by the player?

Dear Casino Guru, could you please put my last message in private as it contains private and personal information

Lieber Casino Guru, könnten Sie bitte meine letzte Nachricht in den privaten Status setzen, da sich darin private und persönliche Informationen befinden

Hello!

Your request has been fulfilled.

No answer from Casoo Casino because it is not true that I broke any of the rules! The casino just wants to evade the withdrawal because it is way too high an amount that I won and they cannot afford it. But that is unlawful and if this is the case I will take all legal action against this casino that is necessary!

Keine Antwort seitens Casoo Casino weil es nicht der Wahrheit entspricht, dass ich gegen irgendwelche Regeln verstoßen habe! Das Casino will sich lediglich der Auszahlung entziehen weil es ein viel zu hoher Betrag ist, den ich gewonnen habe und sie den nicht leisten können. Aber das ist unrechtmäßig und wenn dies der Fall sein sollte werde ich mit allen rechtlichen Mitteln gegen dieses Casino vorgehen, die dafür nötig sind!

First of all, I ask you to switch this post to private, after consulting a lawyer, I will comment on this statement! The casino just doesn't want to pay out the winnings and tries everything to impute something to me!

Zuerst einmal bitte ich Sie diesen Beitrag auf privat umzustellen, nachdem ich Rücksprache mit einem Anwalt gehalten habe, werde ich mich zu dieser Aussage äußern! Das Casino will lediglich die Gewinne nicht auszahlen und probiert alles um mich irgendwas zu unterstellen!

Hello Casoo Casino's representatives!

I would like to address our conclusion.

Firstly, according to descriptions of Commission Directive of European Parliament which I will also include link for, the player, with her status and occupation should be in no way considered as PEP.

You can read more here: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32006L0070

Whether the player marked the PEP checkbox in her account or not is irrelevant, as she is simply not a PEP, therefore should not be considered as such.

Secondly, as the player's place of residence and employer's origin were not prohibited in your casino, we see no reason why to take any other information into consideration. Simply, the place where the player performs his job is utterly irrelevant in this discussion. Also, we do strongly believe that playing from any restricted country did not occur.

To sum it up, we see all the supposed reasons to not pay the player's winnings as excuses.

I would like to ask you to reevaluate your decision, otherwise we'll haven no other choice than to close this complaint as 'unresolved', which will have a significantly negative impact on your rating.

I have already forwarded all evidence from chat histories, email conversations and the screenshots from this forum to a lawyer! If the casino does not agree then they will face a fraud and embezzlement lawsuit! I hope we can settle this matter out of court, this would be the easier solution for both sides! The casino does not need to weigh in safety, because there are German lawyers on Curacao, who are very familiar with this matter and a lawsuit will be successful! 🙂

Ich habe bereits alle Beweise von Chatverläufen, Email Konversationen und die Screenshots von diesem Forum an einen Rechtsanwalt weiter geleitet! Wenn das Casino nicht einwilligt dann wird es eine Klage wegen Betruges und Unterschlagung erwarten! Ich hoffe wir können diese Angelegenheit außergerichtlich klären, dies wäre für beide Seiten die einfachere Lösung! Das Casino braucht sich nicht in Sicherheit wägen, denn es gibt deutsche Anwälte auf Curaçao, die mit dieser Materie bestens vertraut sind und eine Klage wird erfolgreich sein! 🙂

Hello team!

Unfortunately, I never heard back from the GURU representative, I asked for the mail, so I could send you the proof, and we can't wait any longer, so I sent a copy of the letter and all the proof to the email jozef.k@casino.guru.

They didn't give me any other mail.

I ask the representatives of Casino Guru to read the letter to the license and all the files that are attached there

Thank you and have a great weekend!

Andrei

Please set my penultimate message to private, I forgot to make my name unrecognizable.

Bitte setze meine vorletzte Nachricht auf privat, ich habe vergessen meinen Namen unkenntlich zu machen.

Dear Casoo Casino's representatives,

Please note, that we have not received any email from you. You can reach me on my address: 'martin.d@casino.guru'.

What is this eternal back and forth? I just want my money 😤

Was soll dieses ewige hin und her? Ich will einfach nur mein Geld haben 😤

Hello!

Please note, that both sides that participate on the respective complaint's case resolution (i.e. both the player and the casino) are allowed to comment on the facts and provide any documents they deem necessary to support their claims. We take them all into consideration and analyze it's relevance. This way we can make an objective conclusion, after when we take all the information and evidence from both sides into consideration.

Hello!

Dear Martin, I have sent another email - martin.d@casino.guru

Please check your mailbox

Thank you!

Thank you for the documents provided, we will analyze it internally, please allow us a few days to get back with our conclusion.

Yes of course, I've only been waiting for my money to be paid out for 20 days! While the casino claims some lies and excuses to freeze my account and not withdraw the money! I will give the casino exactly until Friday, March 26th, 2021, after which I will take action against these fraudsters with my lawyer.

Ja natürlich, ich warte ja erst seit 20 Tagen auf die Auszahlung meines Geldes! Während das Casino irgendwelche Lügen und Ausreden behauptet, um mein Konto zu sperren und das Geld nicht auszuzahlen! Ich gebe dem Casino noch genau Zeit bis Freitag den 26.03.2021, danach werde ich mich meinem Anwalt gegen diese Betrüger vorgehen.

Thank you Martin for your opinion, my lawyer has been waiting to use this as further evidence for legal proceedings and the letter to the licensing authority! I'm supposed to ask the casino one last time to pay out my winnings monthly. Starting tomorrow, April 1st, 2021 to my certified bank account in the amount of € 10,000 per month. This is a final request to resolve this matter out of court.

Thank you Martin for taking the time to analyze this ridiculous evidence. Your opinion is absolutely correct, because I did not owe myself anything!

Danke Martin für deine Stellungnahme, mein Anwalt hat darauf gewartet um dies als weiteren Beweis für ein gerichtliches Verfahren und den Brief an die Lizenzbehörde zu verwenden! Ich soll das Casino ein letztes Mal auffordern, meine Gewinne monatlich auszubezahlen. Beginnend ab morgen, den 01.04.2021 auf mein zertifiziertes Bankkonto in Höhe von 10.000€ pro Monat. Das ist eine letzte Aufforderung diese Angelegenheit außergerichtlich zu klären.

Danke Martin, dass du dir die Zeit genommen hast diese lächerlichen Beweise zu analysieren. Deine Meinung ist völlig richtig, denn ich habe mir nichts zu schulden kommen lassen!

Dear player,

Are there any news in this case? Since casino did not respond to this thread, did they provide you with any statement? Have you proceeded in any legal action?

I'm still waiting for a response from the casino. I asked the casino to start withdrawing a week ago. No further reactions so far. Not on a single email and not even here, in this forum.

I wanted to wait for feedback, but it just shows how dubious these people are and the casino itself has probably noticed that this fake evidence is ridiculous. The licensing authority has not responded to any emails so far. My lawyer will take care of it as soon as I give him the green light. But so far I wanted to wait and see if the casino would agree to clarify this opportunity out of court. But I should have guessed that this would not be the case.

Ich warte immer noch auf eine Antwort des Casinos. Ich habe das Casino vor einer Woche aufgefordert mit der Auszahlung zu beginnen. Bisher keine weiteren Reaktionen. Auf keine einzige email und auch hier, in diesem Forum nicht.

Ich wollte eine Rückmeldung abwarten, aber es zeigt einfach wie unseriös diese Menschen sind und wahrscheinlich hat das Casino selbst bemerkt dass diese gefälschten Beweise lächerlich sind. Die Lizenzbehörde hat bisher auch auf keine Mail geantwortet. Mein Anwalt wird sich darum kümmern sobald ich ihm grünes Licht gebe. Aber bisher wollte ich abwarten ob das Casino einwilligt diese Gelegenheit außergerichtlich zu klären. Aber ich hätte mir denken können, dass dies nicht der Fall sein wird.

Hello!

According to the latest information, the case is being examined by the Licensing Authority. We will leave this complaint open and wait for the decision. Both sides are able to post messages regarding any outcome, should the final verdict of the casino's regulator take place, please forward it to: 'martin.d@casino.guru'.

Hello!

We are still waiting for an official decision from the license. 

Additional documents and all correspondence with the player and the complete history of visits to the site with IP addresses and exact time were requested.

Obviously, the decision will not be easy to make, but we will provide it here as soon as we get the final answer. 

We apologize for the wait.

Best regards

Andrei

Exactly. How long do we wait for this decision? Until the casino has found new excuses not to pay out my winnings? 🙂 TWO MONTHS have passed since I've been waiting for the money I'm due. There has been no reaction from the casino for over a week, although I have provided further evidence. I have nothing to prove because I didn't do anything wrong. Just like Martin has already stated. All the casino tries is to come up with a new excuse not to cash out every time. I will wait exactly until this timer has expired and then this matter will be resolved in court. Both the casino and the licensing authority Antillephone, then we can close the case here and Martin can finally give this casino a bad rating for the scams.

Genau. Wie lange warten wir denn auf diese Entscheidung? So lange bis das Casino neue Ausreden gefunden hat, meinen Gewinn nicht auszubezahlen? 🙂 ZWEI MONATE sind vergangen, seitdem ich auf das Geld warte, das mir zusteht. Seit über einer Woche gibt es schon wieder keine Reaktion mehr des Casinos obwohl ich weitere Beweise geliefert habe. Ich habe nichts zu beweisen, weil ich nichts falsches getan habe. Genauso wie Martin das schon festgestellt hat. Alles was das Casino probiert ist, jedes Mal eine neue Ausrede zu finden, nicht auszubezahlen. Ich warte noch genau bis dieser Timer hier abgelaufen ist und dann wird diese Angelegenheit gerichtlich geklärt. Sowohl an das Casino als auch an die Lizenzbehörde Antillephone, dann können wir den falls hier schließen und Martin kann diesem Casino endlich eine schlechte Bewertung geben, für die Betrügereien.

Hello!

Please note, that according to my latest information, resolutions from Curacao Licensing Authority may take up to 3 months now, due to the covid situation and sheer numbers of complaints that they are dealing with.

Although I completely understand your frustration of this whole issue, I'd like to suggest that we need to be a bit more patient and we will be able to see the decision soon.

Dear Martin, I thank you very much for your help and support. After waiting more than 2 months, the decision was finally made that the amount would be paid out. I just hope the casino doesn't break this agreement. Thank you very much, you can consider the case closed!

Lieber Martin, ich bedanke mich unendlich für deine Hilfe und deine Unterstützung. Nach über 2 Monaten warten kam endlich die Entscheidung dass der Betrag ausgezahlt wird. Ich hoffe nur, dass das Casino diese Vereinbarung nicht bricht. Vielen lieben Dank, du kannst den Fall als geschlossen betrachten!

Hello, everyone. 

After a prolonged investigation that involved many moving parts and departments, the decision was made to payout customers winnings, 

based on €10,000 per month withdrawal limitations. 

The customer's account has been re-opened, and winnings credited back to Casoo balance. 

Thank you, CasinoGuru team, for your patience and understanding within this complicated investigation period.

Best regards

Andrei

Hello!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank everyone involved for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

We’ve reopened this complaint as per the player's request. Since the player is not fully satisfied with the way how the resolution works, we would like to try and work towards some kind of mutual agreement between the casino and the player.

I had the complaint reopened in order to reach an agreement. So far the casino has paid out € 50,000. I would like to ask the casino to continue with the monthly payment of € 10,000 until the amount has been paid out in full after 19 months.

Ich habe die Beschwerde neu eröffnen lassen um eine Einigung zu erzielen. Bisher hat das Casino 50.000€ ausbezahlt. Ich möchte das Casino bitten mit der monatlichen Zahlung in Höhe von 10.000€ fortzufahren bis nach 19 Monaten der Betrag vollkommen ausgezahlt wurde.

Dear all!

According to the information provided by the player, the agreement on continuous payment installments has already take place between the player and the casino, therefore we consider the case as 'resolved'.