Recently, a €45,000 complaint has been posted on AskGamblers. Since September 16, the parties cannot figure out who should or should not provide what for account verification at the Casoo casino and what are the limits of the requested documents.
Player Shxxx won 55,000 euros without taking any bonuses. After the win, small bonuses were accepted, which were lost, along with 10,000 euros from the 55,000 won. However, the casino refused to withdraw the remaining money, citing a violation of the bonus policy. The player exceeded the maximum bet of 3 euros when wagering. And this allegedly gave them the right to write off the player's previous legitimate winnings and close the account. And this despite the fact that the withdrawn money was won without any bonuses. Below is a screenshot of the message and translation.
Over the past 3-4 weeks, the casino has been trying to come up with any excuse not to pay the 45,000 euros that I won honestly. Now they have closed my account for a made-up reason, and in my opinion, in violation of their own rules.
I won 55,000 euros using deposits of 2,000 euros without a bonus. Having won this money, I waited for the withdrawal and played a little more, took some of their offers (small bonuses of about 5-50 euros), but did not win anything from them, I lost 10,000 waiting for the final amount of 45,000 euros to be withdrawn.
< p>They started a completely ridiculous verification process, coming up with requirements for the "format" and "language" of the document, during which I provided:
- 3 identity documents
- Confirmation addresses
- Photo credit and debit cards
- Employment contract in Slovak
- Proof of income from the employer in English, certified by a notary
- PDF extract from bank on credit and debit cards in Slovak (clearly showing legal income)
- Scans of paper bank statements in Slovak
- Scans of bank statements translated into English and notarized (since they came up with new rules that documents must be in English)
The casino reported that the player deliberately sent them incomplete or inaccurate information during verification. However, it took the casino more than half a month to simply send AskGamblers their evidence, which was ultimately called unconvincing. Since the casino was not intentionally working on the issue, the complaint was closed as unresolved.
The AskGamblers team would like to notify both parties that the additional information and evidence obtained from Casoo Casino is not considered sufficient to substantiate their allegations against the player. We strongly believe that Casoo Casino should start paying the player as soon as possible, otherwise we will have no choice but to close the complaint as Unresolved and advise the player to seek help from the appropriate regulatory authority.
However, at the end of October, probably after the case began to be discussed at Casinomeister, the Casoo casino re-opened the complaint, saying that the player needs to be verified and then the money will be paid out.
But the problem is that they have already received a whole bunch of documents, including notarized ones, which confirmed not only the player’s identity and payment method, but even the source of income and a certificate of employment. It appeared to the casino that the notarization was a forgery, but no reasons for suspicion or evidence of guilt were presented.
After re-opening the complaint, the player was asked for a document that proves that he is not guilty of forging the notarized documents sent to him earlier. In particular, the casino wanted to receive:
They ended their letter with the note that, having received these documents, they would see if they needed other assurances. The player has attached a screenshot of this email.
The AskGamblers team considered the demands excessive, saying "we see no justifiable or legitimate reason for the casino's latest demands for additional documents requested from the player." To this, the casino representative replied that without this, the player would not pass verification.
So far, everything looks very doubtful from the side of the casino. But we must not forget that sometimes even the most seemingly obvious cases are ultimately decided in favor of the casino. For example, the recent incident with Elena777 and Videoslots, when even the official Maltese arbitration decided in favor of the player, and AskGamblers received evidence that the player violated the rules.
