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#1 Posted : Tuesday, March 10, 2020 2:37:08 PM(UTC)

Joined: 4/2/2016(UTC)
Posts: 677
Latest Gambling Grumbles Report:

Casoo Casino: "Sorry, wrong games..."

by Steve Russo
February 2020

Antje M of Germany wrote to us saying, "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 the 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."

Gambling Grumbles, in turn, wrote this to Casoo Casino, "As with any dispute, I realize that at this point I have only heard one side of the story and there may well be other factors of which I am unaware. If so, please let me know what they are. If there aren't and what Ms. M___ says is correct, I would appreciate you re-opening her account, place 1800 Euros in it (the amount she says was in it when it was closed), and giving her as much time as remains in the 72 hours she had been allowed. (eg: if she had played for 48 hours, she would be given an additional 24 hours to play). Please also clarify for her how much more she needs to play to clear the bonus and what games you now disallow".

Just as Antje did not hear back from Casoo, neither did we.

We have to wonder why Casoo Casino is not willing to discuss what it did but we do not have to wonder if we would suggest playing there -- we definitely would not.

Casoo Casino is licensed in Curacao and the United Kingdom.

Click the link below to view the report:
Casoo Casino

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