Casoo Casino - Las ganancias del jugador han sido anuladas.

I made 3 deposits at Casoo. The first 2 deposits, I took advantage of a bonus offer in which in the 3 deposit I ran raw deposit without bonus.

I won 400 euros and chose to save them so I could wait to cash out until they had approved my ID.

2 days after I log in and see my 400 euros has disappeared. In doing so, I contact support to find out what this is.

She explains to me the following: That Casoo runs a policy that my 3 deposit has gone below the 2 deposit - which means I have to pass through the bonus that I had received on previous deposit. If that bonus is not played within 72 hours, it is lost and you lose your balance.

As a patch on the wound, I got 10 free wins :-)

My problem is that I deliberately in my 3 deposit did not choose to go with bonus offers - so I could be guaranteed to pay out.

Jeg lavede 3 indbetalinger hos Casoo. De første 2 indbetalinger, benyttede jeg mig af et bonus-tilbud, hvori jeg i den 3 indbetaling kørte raw-indbetaling uden bonus. 

Jeg vandt 400 euro og valgte at gemme dem, så jeg kunne vente med at udbetale indtil de havde godkendt mit ID. 

2 dage efter logger jeg ind, og ser mine 400 euro er forsvundet. Derved kontakter jeg supporten, for at høre hvad dette er grundet. 

Hun forklarer mig følgende: At Casoo kører en politik med, at min 3 indbetaling er gået indunder den 2 indbetaling - hvilket vil sige, at jeg skal gennemspille den bonus, som jeg havde modtaget ved tidligere indbetaling. Hvis den bonus ikke er spillet igennem indenfor 72 timer går den tabt, og du mister hele din balance. 

Som et plaster på såret, fik jeg 10 free wins :-) 

Mit problem er, at jeg bevidst i min 3 indbetaling ikke valgte at gå med bonus-tilbud - så jeg derfor kunne være sikret at kunne udbetale. 
 

Dear René,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. What happened to the winnings accumulated with first two deposits? Has everything been lost, or you have won while first 2 bonuses were active? Please could you forward me your game history and links of the specific bonuses that you have redeemed? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible before contacting the casino. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear René,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.