Dear Danne11,

Thank you for sharing your feedback with us. The Casoo team sincerely regrets that your experience didn't meet your expectations.

At Casoo, our unwavering commitment is to provide every customer with an outstanding experience. One of our top priorities is ensuring that your journey with us is both enjoyable and smooth.

While minor technical issues on the payment provider's side may occasionally occur, please rest assured that our Financial Department is fully committed to resolving any such issues in a timely manner, and our support team always keeps our customers informed and updated. We recognize how important timely access to your funds is, and we are dedicated to ensuring a seamless experience for all our customers.

In addition to maintaining smooth transactions, we also enforce certain policies to protect the integrity of our platform, including a 10% commission fee applied when the turnover requirement is not completed. We understand that such policies may sometimes feel inconvenient, but they are designed to prevent misuse - such as deposits made solely for withdrawal purposes without actual gameplay. By enforcing the turnover rule, we can reduce financial strain on the system, maintain a healthy platform, ensure faster payout processes, and continue providing high-quality service for genuine players.

Furthermore, our commitment to fairness extends to all aspects of our platform. As a licensed and responsible operator, Casoo has no influence over the outcomes of any game. All games on our platform come from reputable, certified studios that undergo regular audits to guarantee fairness and transparency. Additionally, RTP values are available in the game settings of every game offered, ensuring that players can enjoy a safe and transparent gaming experience.

To further support your confidence in our platform, we can also conduct a thorough investigation of your recent gaming account activity to determine whether any RTP irregularities have occurred.

We sincerely apologize for any inconvenience you may have experienced during your journey with us and greatly appreciate your understanding.

Please feel free to reach out to us via email or live chat to let us know your decision regarding the RTP investigation or if you have any other questions. Our dedicated support team is always available and happy to assist you!

Best regards,
The Casoo Team

Dear Looperinho,

We appreciate you taking the time to share your honest feedback with us.

After thoroughly reviewing your previous chats and experience on our website, we would like to address the concerns you raised.

To provide more clarity, we want to bring up two recent issues you faced - a failure of the verification process and the inaccessibility of free spins.

In both cases, our team acted promptly and provided personalised instructions to help you through the verification process and reissued your free spins from the inaccessible game to one available to you within 5 minutes.

Understandably, your experience may have needed to be more satisfactory, and we assure you that we are working on the matters to prevent such incidents in the future.

We offer our deepest apologies for the inconvenience you have experienced.

Warm regards,
Casoo team