Casoo Casino - 플레이어의 계정이 폐쇄되고 승리금 지급이 지연됩니다.

Complaint Details:

I am submitting this complaint against Casoo888 Casino, operated by Fortuna Games N.V., to share my deeply frustrating experience with their handling of my account and winnings. This issue has caused significant stress over the past few weeks, and despite my best efforts to resolve it directly, I have been met with silence and inaction.

Background

I recently won $590,276.51 CAD on Casoo888 Casino while playing Wanted Dead or a Wild by Hacksaw Gaming. Both the casino and the game provider authenticated this win, leaving no doubts about its legitimacy.

I deposited funds via VISA in Canadian dollars, played according to the rules, and submitted a withdrawal request through the casino’s provided channels. However, instead of processing my withdrawal, Casoo888 took the following actions:

1. Blocked My Account: Shortly after my withdrawal request, my account was blocked by an administrator without explanation.

2. Stopped Communicating: Despite numerous attempts to contact their support and VIP teams, I have not received any meaningful response or updates on the status of my account or withdrawal.

3. Forced Cryptocurrency Withdrawals: The casino insists that withdrawals be processed exclusively in cryptocurrency, even though my deposit was made via VISA. This condition was never disclosed upfront, leaving me in a challenging position.

The Emotional Toll

Winning such a significant amount should have been a life-changing and joyous experience, but instead, it has turned into weeks of uncertainty and stress. The lack of communication from Casoo888 has left me feeling helpless, frustrated, and betrayed.

While I understand that large winnings may require additional verification, Casoo888’s behavior goes far beyond standard procedures. Blocking my account without explanation, refusing to communicate, and delaying resolution for weeks is deeply unethical and unprofessional.

Attempts to Resolve

I have made every effort to resolve this matter directly with Casoo888:

• Initially, I reached out to their support and VIP teams. While I received vague reassurances early on, communication from their side eventually ceased entirely.

• I contacted the Curaçao Gaming Control Board (GCB) to escalate my concerns. Unfortunately, I have not received any acknowledgment or meaningful intervention from their office.

Why I Am Submitting This Complaint

I relied on Casino Guru’s endorsement of Casoo888 to ensure I was engaging with a fair and reputable operator. My decision to play there was significantly influenced by the trust I placed in your platform.

I am submitting this complaint to:

1. Seek Resolution: I request your assistance in urging Casoo888 to unblock my account, process my withdrawal, and resolve this matter fairly.

2. Raise Awareness: My experience serves as a cautionary tale for others who may consider playing at Casoo888. Players should be aware of the potential risks involved.

3. Protect Future Players: I hope this prompts a review of Casoo888’s inclusion on Casino Guru to ensure that your platform continues to recommend operators who uphold fair play and transparent practices.

Key Points to Highlight

• My win of $590,276.51 CAD was authenticated by both Casoo888 and the provider, Hacksaw Gaming.

• My account was blocked without justification shortly after my withdrawal request.

• The casino has refused to communicate or provide any updates on the status of my funds.

• Cryptocurrency withdrawals were forced upon me, despite my deposit being made via VISA, a condition that was not disclosed at the time of depositing.

Final Thoughts

I am sharing my story here with the hope that it prompts action from Casoo888 and raises awareness within the Casino Guru community. This situation has taken a significant emotional toll on me, and I believe it is crucial to hold operators accountable for such behavior.

I urge Casino Guru to use your influence to advocate for a resolution in this case. Your platform has built a reputation for endorsing trustworthy casinos, and I trust you will take this opportunity to uphold those values by helping bring this matter to a fair conclusion.

Dear Theginobible,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulate your winnings with or without a bonus?

Could you kindly specify which documents you provided to the casino for verification? Have all your documents been successfully approved?

Have your winnings been confiscated by the casino when your account was blocked, or are they still in your account?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with the casino and what was the nature of your conversation?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Theginobible,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They finally unblocked my account, and are working with me closely now withdrawing the funds. I will return if they play games with me again: thank you for your support you can pause or close this file for now

Thank you for the update. I’m glad to hear that the casino has started paying out your winnings.

To ensure everything proceeds smoothly, I suggest we keep this complaint open until you’ve received at least a few of your withdrawals. Once that happens, we can close the complaint with the option to reopen it if you stop receiving your payments.

Please let me know your thoughts on this approach.

Dear Theginobible,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Theginobible. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

**Reopening Complaint Against Casoo888 Casino – Updated Situation**

Dear Casino Guru Team,

I am writing to formally reopen my previous complaint against Casoo888 Casino, operated by Fortuna Games N.V., originally submitted regarding my $590,276.51 CAD win and subsequent account issues. While there has been some progress since my initial report, significant problems persist, and I urgently need your assistance to resolve this matter and warn other players about the ongoing risks with this operator.

**Updated Background**

Since my last submission, Casoo888 has faced some pressure (likely due to my initial complaint and escalation efforts) and subsequently reopened my account. They have processed approximately $100,000 CAD in withdrawals, leaving my current balance at around $485,000 CAD. However, despite this partial progress, new issues have emerged that demonstrate continued unprofessional and potentially deceptive behavior:

1. **Paused Withdrawals for "Reverification"**: Casoo888 has halted further withdrawals, claiming they need to "reverify" my identity through additional document verification. This is perplexing and unjustified, as I was already fully verified multiple times over several months prior to this issue. My account had been in good standing with no verification flags until I requested the withdrawal of my winnings.

2. **Abrupt Cessation of Communication**: After initially responding to my inquiries, Casoo888 has once again stopped answering me entirely. This mirrors the silence I experienced previously, leaving me with no clarity on the status of my remaining funds.

3. **Third-Party Verification Contradiction**: I contacted Sumsub, the third-party verification service integrated with Casoo888 for user authentication, to investigate. Sumsub confirmed that they have had no issues verifying me and that my documentation has consistently been in order. This directly contradicts Casoo888’s claim that the delay stems from a verification problem, suggesting they are using this as an excuse to withhold my funds.

4. **Access to Gamble, But Not Withdraw**: While my account remains active, allowing me to log in and even gamble the remaining $485,000 CAD, the withdrawal option is effectively blocked. This selective functionality feels manipulative, as it encourages me to risk losing my winnings while preventing me from securing them.

**Why I Am Reopening This Complaint**

Although Casoo888 has processed a portion of my winnings, their current actions—imposing unnecessary reverification, ceasing communication, and contradicting their own verification provider—indicate a pattern of stalling and bad faith. I remain unable to access the bulk of my authenticated winnings ($485,000 CAD), and their behavior continues to erode any trust I had in their operations.

I am reopening this case to:

1. **Seek Full Resolution**: I urgently request Casino Guru’s intervention to pressure Casoo888 into releasing the remaining $485,000 CAD without further delays or fabricated obstacles. My win has been authenticated by both the casino and Hacksaw Gaming, and Sumsub has confirmed my verification status—there is no legitimate basis for their refusal to pay.

2. **Highlight Ongoing Risks**: Even with partial payments, Casoo888’s tactics (unjustified reverification, selective account access, and poor communication) pose a serious risk to other players. My experience suggests they may target large winners with similar stalling techniques.

3. **Reinforce Accountability**: I trusted Casino Guru’s endorsement when choosing Casoo888, and I ask that you review their practices to ensure they align with the standards your platform promotes. This situation undermines the credibility of operators you recommend.

**Key Points to Emphasize**

- My original win of $590,276.51 CAD was fully authenticated, with $100,000 CAD withdrawn, leaving $485,000 CAD still owed.

- Casoo888 claims a "verification issue" despite my account being verified for months and Sumsub confirming no problems on their end.

- They allow me to gamble my balance but block withdrawals, a clear inconsistency in their approach.

- Communication has once again stopped, leaving me in limbo.

**Final Plea**

This ordeal has dragged on for far too long, turning a life-changing win into a prolonged nightmare. I am grateful for Casino Guru’s platform in bringing some initial progress, but I need your continued support to secure the remaining $485,000 CAD and close this chapter. I also hope my case prompts stronger scrutiny of Casoo888 to protect future players from similar treatment.

Thank you for your attention and advocacy. I look forward to your assistance in resolving this matter swiftly and fairly.

Thank you very much, Theginobible, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Team.

I sincerely appreciate you reopening my case. I am getting more and more concerned with Casoo behaviour, if you could kindly let me know your process of getting in touch with them; and when I might have definitive answers or feedback from either of you. I need to stress I use Casinoguru to find them as a safe casino to use in the first place, and I really need your support.

Hello, Theginobible,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, if there is any progress or news regarding your withdrawal process, please let us know.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casoo Casino Team,

Could you please look into the user's issue and provide us with an update? What is happening there, and why does the casino need to re-verify the complainant after paying out approximately CAD 100,000? How is it even important if withdrawals took place through crypto and he successfully passed the KYC/verification before?

Is the casino able and willing to simply continue the withdrawal process? In addition, can you please provide the user with instructions on how he can restrict his account from further play but still be able to continue withdrawing his disputed winnings?

Thank you. Looking forward to hearing from you.

Hello Branislav,

Casoo has concluded their investigation and allowed me to begin withdrawing again. Please pause the case for the time being and I will advise if there is any future issues with them and withdrawing these funds.

thank you

R***** L*****

Greetings, Theginobible,

Thank you for your email.

In the meantime, I got in contact with a casino representative who confirmed the same.

However, our system does not allow me to simply 'pause' the case, therefore, I was waiting a bit before I commented here and due to possible updates on the matter from you.

Since I cannot 'pause' the case and would rather not close the case as resolved for now, this is my suggestion.

I will set up the timer for you for a longer period - 2 weeks from now ow (almost a week already passed since your last response), and I will wait for your updates. Then, considering the speed of paying out for the monitored period - from allowing you to continue withdrawing until a few payments are successfully credited to your payment method - we can think about the closure of the case as 'resolved', which may be taken as a 'temporary' solution with an option to reopen the case anytime in the future if there are any issues again.

If you agree with my suggestion, feel free to inform me about any progress in a reasonable time, let's say after some significant part of your disputed winnings is successfully paid out, so we can assume the casino will pay the rest of your winnings without problems.

Thank you. Looking forward to hearing from you.

Dear Theginobible,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on your last update, we will consider the complaint successfully resolved.

Based on the email and the update provided by the complainant via email, I am extending the timer for the user again.

Greetings all,

Thank you for your emails and updates, Theginobible. Let's ask the casino for more details and an explanation.

Dear Casoo Casino Team,

Could you please provide us with a more detailed explanation of what is going on currently with the user's issue?

Do I understand correctly that the casino suddenly decreased the user's withdrawal limits significantly, and informed him that the nearest possible withdrawal request will be possible in April 2026? If so, can you explain why?

Does the user keep withdrawing via crypto? What did change, or how is it possible that the casino was able and willing to pay him with much higher limits before?

Can you suggest how he can increase the withdrawal limits or expedite the process? If I understand correctly, the casino informed the complainant about the updated withdrawal limits, which (yearly) will not reach even an average industry standard.

In addition, there is still a question no one has answered yet - "can you please provide the user with instructions on how he can restrict his account from further play but still be able to continue withdrawing his disputed winnings?"

Thank you. Looking forward to hearing from you.

Summary for Thread Documentation – Casoo Withdrawal Dispute

I initially won approximately $590,000 CAD at Casoo Casino beginning in November 2024. Since that time, I have faced ongoing delays, repeated identity verifications, and intermittent withdrawals that appear to serve primarily as delay tactics. Despite these obstacles, I have managed to withdraw approximately $150,000 CAD to date, using cryptocurrency methods (BTC and ETH) exclusively.

On April 15, 2025, I was issued a new withdrawal structure of $7,900 CAD per day, $23,700 CAD per week, and $47,300 CAD per month. However, in early May 2025, I received a notification stating that Casoo has now amended its Terms and Conditions to include a €50,000 annual withdrawal limit — a significant change applied after my balance had already accrued and despite prior agreements and withdrawal activity.

As of today, my remaining account balance stands at approximately $421,499 CAD, with no clear or reasonable path to full recovery of my winnings under the newly imposed conditions. If enforced, the new limit would require 5+ years to complete withdrawals — which is neither practical nor fair, especially given the timeline and method in which these changes were introduced.

I feel strongly that this situation amounts to unjustified withholding of funds and that it demands formal scrutiny. I am seeking CasinoGuru’s intervention to help resolve this dispute, ensure accountability, and prevent the normalization of practices that effectively deprive players of legitimate, previously authorized winnings.

Dear Casino Guru Team & Theginobible,

Thank you for the opportunity to provide a response and clarify the current situation regarding Theginobible’s account at Casoo.

As previously noted, withdrawal delays earlier in this case were due to a standard internal security review, which was triggered as part of our protocols. This included enhanced verification procedures (including a video verification), aimed at confirming the legitimacy of the activity and upholding the security of our platform.

We are pleased to confirm that the player successfully completed these verifications and, once cleared, was allowed to resume withdrawals.

As of May 1, 2025, the withdrawal structure on players’ accounts was adjusted. This change was communicated via email and reflected a reversion to standard limits after the expiration of extended VIP benefits. It is important to clarify:

• The previously applied enhanced withdrawal limits were part of a goodwill-based loyalty program.
• Such privileges are discretionary and subject to change per our Terms and Conditions.

Due to over six months of account inactivity prior to this adjustment (last active play noted before November 2024), player’s VIP status was revoked on April 30, 2025, in line with internal policies. This status change results in the application of standard withdrawal limits, as outlined in our publicly available Terms.

Relevant Clause:
Clause 9.1.1 – "Casoo reserves the right to disable any user account from loyalty system / bonuses / tournaments / glimmer store."

In line with Clause 8.9 of our Terms, and based on the player’s account being in CAD, the standard withdrawal limits now applicable are:

* Daily: $3,500 CAD

* Weekly: $8,000 CAD

* Monthly: $16,000 CAD

* Yearly: $80,000 CAD

We confirm that a player has reached the annual withdrawal threshold. Accordingly, the next eligible withdrawal cycle will begin on April 1, 2026.

To assist the player in managing his account responsibly, the player has the option to restrict gameplay. This can be arranged by contacting our 24/7 customer support via live chat or email and requesting account restriction.

We recognize the importance of this case to the player and acknowledge the concerns raised throughout the process. While we remain aligned with the terms and conditions in place, we are equally committed to maintaining transparency and providing ongoing support. Our team is available should the player require further assistance or wish to explore available options within the framework of our policies.

Thank you again for your attention and for facilitating dialogue toward resolution.

Best regards,

Darja N

Thank you for your response. However, I must strongly dispute both the reasoning and fairness of the measures you’ve taken regarding my account.

Let’s be clear:

I won my balance fairly through verified gameplay and have been withdrawing via crypto — without issue — since November 2024. Your platform chose to delay, re-verify, and apply inconsistent policies month after month. Now, you claim I’ve lost VIP status due to inactivity, when that inactivity is a direct consequence of your own refusal to let me access my funds.

To apply a May 1st withdrawal policy retroactively to winnings already in my account is indefensible. At the time of the win, no such limits existed, and the ability to withdraw was being acknowledged through prior larger transactions. Your new policy means it would take over 5 years to access funds I am rightfully owed — and that timeline keeps moving further away as your terms change.

This is not about loyalty tiers or promotions. This is about withholding winnings under evolving technicalities that no player could have reasonably anticipated or consented to when they started playing.

CasinoGuru:

I now urgently request a formal review of Casoo’s standing on your platform. These practices — retroactive limits, VIP status removal based on "inactivity" caused by the casino itself, and long-term withholding of legitimate balances — are not just unethical, they may well cross into deceptive conduct territory.

I am more than prepared to submit a full case package to regulators and consumer protection bodies. But before I proceed, I ask for your serious intervention and evaluation.

This situation needs to be escalated.

Sincerely,

Robert L*****

Greetings all,

Thank you both for your replies.

Dear Theginobible,

Thank you for your emails.

I would like to clarify something here. The casino's withdrawal limits are industry-standard limits. Therefore, to be honest, I cannot see a reason to penalize the casino for industry-standard limits for withdrawals. In addition, you accepted the casino's Terms and Conditions upon registration.

It appears that the increased limits were applied to your account thanks to your VIP status, which was active on your account at the time there was normal gaming activity on your account. Since you stopped playing completely, the casino has the right to decrease the limits to their standard/basic limits in accordance with their Terms and Conditions. That means that you were basically allowed to withdraw more than standard before, thanks to your VIP status, and the limits applied were increased on top of the casino's standard limits. However, if there are conditions/requirements for having a VIP status, and they are already not met, the casino can decrease the withdrawal limits accordingly.

However, there are a few very important questions.

You mentioned earlier and during our email communication that the casino changed their Terms and Conditions (withdrawal limits), and that they added a yearly withdrawal limit there later, after you accumulated your significant balance. However, according to the information at the end of the casino's Terms and Conditions, these were last updated in January 2024, so it is very likely that their Terms and Conditions have not changed since then.

Do you have any proof confirming the allegedly previous version of the casino's Terms and Conditions and the withdrawal limits valid and applied at the time you registered at the casino, or before your significant winnings were accumulated? If so, can you share it with us here or via email ([email protected])?

Please note that if you still refer to the increased withdrawal limits from the casino's email, increased based on your VIP level/status, which is no longer current/valid, and the casino paid you more within those limits only based on your VIP status and on top of their standard withdrawal limits (based on your loyalty and gaming activity), it does not mean they changed their rules and/or that they changed or apply them retrospectively to your winnings or against you unfairly. Due to the inactivity (depositing/playing), the casino started to apply its standard Terms and Conditions, which we consider industry-standard, and unfortunately, it means your yearly withdrawal limit was reached.

I would like to wait for your answers and possibly supporting evidence regarding the change of the casino's rules. Then, I will inform you on how we can proceed further and what the options are.

Thank you for your patience and understanding. Looking forward to hearing from you.

Dear Branislav,

Thank you for your detailed response. I need to push back clearly and directly on a few critical points that are being dangerously misrepresented.

My dispute is not about being demoted from VIP.

I am not contesting the revocation of VIP status. What I am contesting — and what I have consistently stated — is that I had accumulated a large balance under specific terms, was already receiving ongoing withdrawals, and then the casino retroactively applied drastically reduced limits. This materially changed the timeline and accessibility of my winnings after they had already been earned.

This is retroactive application of a policy — plain and simple.

When I began requesting withdrawals (starting around $590,000 CAD in winnings), I was not made aware of any €50,000 (or $80,000 CAD) annual withdrawal cap. I was actively withdrawing significantly more than that — at one point, under a daily limit of $7,900 CAD and monthly of over $47,000 CAD — all while being verified and approved for crypto transactions.

Then, weeks later, I received a message (screenshot already shared) suddenly stating that new limits were in place, effective immediately. If this "standard" limit existed previously, why was I not subject to it until May 2025? This inconsistency is exactly what makes this feel like a bait-and-switch.

The T&C argument does not stand on its own.

While the terms may list the right to revoke VIP status or adjust limits, this does not give a company legal grounds to apply those limits against a previously accrued balance, especially after setting a pattern of higher withdrawal approvals. This is what any fair regulatory body would view as unconscionable conduct or constructive denial of access to funds.

You’ve asked if I have proof that the T&Cs changed. I ask the same of Casoo: where is the proof that a €50,000 annual withdrawal cap was part of the terms prior to May 1st, 2025? Why was it never enforced earlier? Why was I allowed to withdraw far more prior to that date? I have documented

Inactivity Should Not Be Weaponized

The argument that I became "inactive" is disingenuous. I was inactive because I was trying to withdraw over $400,000 CAD in winnings — not because I lost interest in the platform. This is a predatory business model: penalizing players for not gambling more to access what they already rightfully won.

I am formally requesting the following:

A verified copy of the full Terms and Conditions as they existed at the time I won the $590,000 CAD.

A summary of withdrawal activity and approval history showing that I was routinely permitted to withdraw higher amounts — with timestamps. If Casoo refuses to provide this I will provide it and post it PUBLICLY, proving contradiction in their T & C. IF THIS IS THE CASE WILL CASINOGURU ACKNOWLEDGE THIS?

This is not about a loyalty reward being revoked. This is about altering the rules midstream and obstructing access to legally and rightfully earned winnings. I urge you to look past the surface of "industry standard" and consider the actual sequence of events and treatment I’ve received.

I expect your team to fully grasp the seriousness of what’s happening here. Every single communication is being documented and preserved for legal and public purposes. If CasinoGuru — a platform that claims to protect players — chooses to shield a casino that is clearly manipulating terms, applying retroactive limitations, and holding over $400,000 in limbo under the guise of "policy," then let me be clear: you are complicit.

This is no longer a dispute — it’s a matter of principle and accountability. If you side with Casoo in this blatant abuse of power, the reputational consequences will extend far beyond this thread. I will take this as far as it needs to go — legally, publicly, and through every channel available to me. Silence or neutrality at this point would amount to enabling predatory behavior. You are either helping resolve this — or helping cover it up.

Regards,

Robert L*****

I am looking for an update at this time

Greetings all,

Dear Theginobible,

Let's make some things clear first.

If we completely sided with the casino, the case would have been closed a long time ago.

Therefore, I would just like to ask you to refrain from commenting on casino.guru and our processes, procedures, and the way we work, at least here and until the case is closed. It could have a rather opposite effect on the future proceedings in the case than you wish or expect. Threats like that never helped any player achieve a satisfactory solution. I am still trying to help you. However, you must realize that either you accepted the casino's Terms and Conditions, where it was stated or that you do not have relevant evidence to prove the casino changed them in the meantime.

As for the update - there is still an ongoing internal review of the case and circumstances on our side, and to be honest, the case was discussed at a few meetings with our upper management, as well as with other departments. While we understand the casino has Terms and Conditions and specific limits for withdrawals, and the monthly withdrawal limit is an average/industry-standard, we do not completely agree with the casino's yearly withdrawal limit and/or the way the casino applies this point of its rules. It is definitely not an industry standard, and it is not clear why the casino should postpone your following withdrawal by almost a year, and considering the casino's annual withdrawal limit, the monthly limit is less than half of the industry standard 10k €/month (something over 4k €/month for withdrawals over 50k €). Under normal circumstances and common situations (winnings/balance under the amount of 50k €), we do not take it into account to calculate casinos' final safety indexes, and we mainly look at daily/weekly/monthly withdrawal limits. However, since the casino actually applies its yearly limit, and in the way we already know now, please note it may take a bit longer until we find out the way we assess the matter and/or possibly take the necessary steps to recalculate (considering the casino security index) and fix it on our side, which would likely show in the casino's safety index - depending on further proceeding on the casino's side after we contact them.

So, for now, I am in contact with our teams in charge, and once everything regarding further proceeding becomes clear, we will reach out to the casino representatives in charge with our final position and recommendation on how to address the case and prevent similar issues in the future, for both players and the casino itself.

Once I have something relevant, I will inform you here.

Thank you for your patience and understanding.

Dear Casoo Casino Team,

In the meantime, can you please provide us with the following:

• The information on whether the casino changed its Terms and Conditions/withdrawal policy after the complainant registered at Casoo Casino or accumulated his winnings, or since when has the casino had this rule in its Terms and Conditions
• If the casino changed its withdrawal limits in the past or after the user registered at the casino/accumulated his disputed winnings, when exactly, and what were the previous withdrawal limits

Thank you.

Dear Branislav,

Thank you for your continued efforts in facilitating this case.

We would like to clarify that no adjustments were made in response to the player’s complaint regarding withdrawal limits. As stated transparently on our Casino Guru review page, Casoo Casino's standard withdrawal limits are set at €50,000 per year (or equivalent in CAD based on account currency). These limits are not new and have been consistently reflected in our Terms and Conditions.

As mentioned earlier, the previously higher limits applicable to the player’s account were a result of temporary VIP status benefits, which expired after a prolonged period of account inactivity. Once the player’s VIP status was revoked due to this inactivity, the account reverted to the standard withdrawal structure.

We hope this clarifies the matter, and we remain available for any further assistance you may require.

Kind regards,

Darja

Thank you, Darja and Casoo Team, for the additional information and confirmation.

However, if the casino allowed the user to withdraw his winnings within the temporary VIP status benefits, which were fulfilled, why should the casino postpone his next withdrawal by a year? Provided that the VIP withdrawal limits were reached and the user lost his VIP status, shouldn't he be able to withdraw at least a standard monthly withdrawal limit, to continue withdrawing within the standard limits?

If I understand the situation correctly, there was no yearly withdrawal limit for the VIP status benefits. So, why does the casino take the withdrawals from the "VIP period" into account while calculating the standard withdrawal limit at all?

The player has withdrawn more within the VIP limits, and his limits have fallen to standard. Why does the casino not simply continue the process with a standard monthly withdrawal limit? To be honest, this makes no sense, and we are talking about something that is not an industry-standard, and/or at least I believe we did not experience many complaints regarding such an issue or maybe any complaint relating to yearly withdrawal limits at all.

Would the casino be able and willing to allow the user to continue withdrawing on a monthly basis? If so, what would be the conditions/limits?

Thank you. Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

Thank you for your continued communication and for the attention you and your team have given to this case.

We would like to inform you that our internal team requires additional time to assess the matter concerning Theginobible. This is part of a broader operational review we are conducting to ensure consistency in how such cases are approached and resolved.

At this stage, we are not merely re-examining past actions but also evaluating the overall context and applicable policies to determine the most appropriate and sustainable way forward. While we acknowledge the concerns raised by the player, our focus remains on maintaining procedural integrity and ensuring any further steps are aligned with our internal framework and regulatory responsibilities.

We appreciate your patience as we complete this process, which is aimed at identifying viable pathways while upholding the standards we are committed to.

Thank you once again — we will follow up with an update as soon as this review is finalized.

Best regards,

Darja

Great, thank you for your response and the update, Darja!

Looking forward to hearing good news from you soon.

Dear Branislav,

Thank you once again for your ongoing involvement and for the thoughtful attention you've dedicated to this matter.

Following careful internal discussions with our management team, we’ve arrived at a resolution that we believe strikes a fair balance between transparency, operational consistency, and a commitment to resolving this case in good faith.

We fully understand that this has been a frustrating and prolonged experience for the player. It was never our intention to unfairly delay or withhold the player’s winnings. Our primary goal has always been to ensure that all processes are handled in a secure, compliant, and consistent manner.

With that in mind, we are moving forward with the following structured payout plan:

• The next €10,000 (or CAD equivalent) withdrawal will be processed in June 2025 (this month).
• A further €10,000 (or CAD equivalent) will follow in July 2025.

This brings the total withdrawn amount to €127,750.43 for the year.

From November 2025 onward, we will resume monthly withdrawals of €10,000.

We also want to be fully transparent that, in light of this and similar cases, we’ve decided to update our Terms & Conditions to include a standard annual withdrawal limit of €120,000.

Once again, we’d like to thank the player for their patience and acknowledge the significance of the situation. We hope this structured solution reflects our intention to cooperate openly and constructively.

If there are any additional questions or further clarification needed, we remain fully available and ready to assist.

Best regards,

Darja

Greetings all,

Thank you very much, Darja and Casoo Team, for the update and for your willingness to reconsider your initial decision and the withdrawal processes on your side. We highly appreciate it.

Dear Theginobible,

As you can see, after the internal discussion and further communication with the casino representatives, we were able to achieve significant progress.

Considering the fact that there was no activity on your gaming account since November 2025, everything that the casino will pay out over its standard withdrawal limits (based on the monthly withdrawal limit) during the period November 2024 - November 2025, will be more than the standard withdrawal limits for which you are eligible. Therefore, the casino will fulfil our recommendation on the further withdrawal process of your winnings. As was mentioned, you will receive 2 more monthly payments, and will be able to continue the process in accordance with the standard yearly withdrawal limit, which we consider fair, and we fully agree with this decision. Unfortunately, we are unable to help you more, and if the following 2 payments are successfully processed, we have no reason to doubt the issue is successfully resolved.

Can you please provide us with an update on the withdrawal process?

Did you request another withdrawal? If so, has it already been processed? Can you please inform us about the next withdrawal request of 10,000 CAD, which should take place in July 2025?

Thank you. Looking forward to hearing from you.

Dear Theginobible,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed further. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Branislav

Casino.Guru

Greetings all,

Based on the update we recently received from the user, we are updating the status of the complaint to "resolved", unless we are informed otherwise.

"Hello

Thank you for both efforts from both parties, I am going to work within the monthly withdrawal limits being set by Casoo and will reopen case if my previous issues continue.

thank you"

Thank you, Theginobible, for your update and confirmation, and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Casoo Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru