Good day,

I wanted to solve the problem with the casino directly, but unfortunately the management never replied to my request.

I have evidence and evidence for everything.

When I started playing at the casino I wanted to set the limits (self-exclusion, please check the attached evidence. Stella confirms it for a month).

after I had a credit of 1500 euros. The limits were also activated and this was confirmed to me by the support.

It later turned out that the limits didn't work. So I could play the 1500, - Euro, although the support confirmed this.

I asked management about it, but there was no response. In addition, I have advised the casino that I have a gaming problem. Again, the casino didn't respond and let me continue to deposit. I asked the casino for a refund with the deposits because a casino should not be enriched with money from gambling addicts. The casino refused to communicate with me.

If I were you, I would think twice before advertising a casino that lies and cheats on its customers. The casino PLAYS with addicts and allows further deposits. I would be very happy to receive your support.

Thank you very much.

Thomas

Guten Tag,

Ich wollte das Problem mit dem Casino direkt l?sen, aber leider hat das Management nie auf meine Anfrage geantwortet. 

Ich habe für alles Beweise und Belege.

Als ich anfing, im Casino zu spielen, wollte ich die Limits festlegen (Selbstausschluss, bitte prüfen Sie den beigefügten Beweis. Stella best?tigt es für einen Monat).

 nachdem ich ein Guthaben von 1500 Euro hatte. Die Limits wurden ebenfalls aktiviert, und dies wurde mir durch die Unterstützung best?tigt. 

Sp?ter stellte sich heraus, dass die Limits nicht funktionierten. Also konnte ich die 1500,- Euro spielen, obwohl der Support dies best?tigte.

Ich fragte das Management danach, aber es gab keine Reaktion. Darüber hinaus habe ich das Casino darauf hingewiesen, dass ich ein Spielproblem habe. Auch hier hat das Casino nicht geantwortet und lie? mich weiter einzahlen. Ich hatte das Casino mit den Einzahlungen um Rückerstattung gebeten, denn ein Casino sollte sich nicht mit Geld von Spielsüchtigen bereichern. Das Casino verweigerte jegliche Kommunikation mit mir. 

Wenn ich Sie w?re, würde ich es mir zweimal überlegen, bevor ich für ein Casino werbe, das lügt und seine Kunden betrügt. Das Casino SPIELT mit Spielsüchtigen und erlaubt weitere Einzahlungen. Ich würde mich sehr über Ihre Unterstützung freuen. 

Herzlichen Dank.

Thomas 

Dear Basel999,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. You asked for deposit limits to be set and later for self-exclusion, and it was both ignored. But you first made a deposit (of those €1,500) and then asked for this player protection tools to be applied. Do I understand it correctly, please?

I would like to know if your account is closed now or not (was it even closed?), because from the evidence you provided, it seems that this occurred more than a year ago and your account was supposed to be closed only for one month.

I am not sure we will be able to help, but we will try our best. Looking forward to hearing from you.

Best regards,

Kristina

Good day,

I deposited in the casino. I don't know the exact amounts anymore. Where I was at 2500 euros balance, I asked the casino for a break for one month and requested a payment of 1500 euros. According to AGBS, this self-locking can be requested at any time via customer service. The self-locking was then confirmed in the chat and it was also briefly active. Then the account was opened again and I was able to gamble away the amounts. I was even able to make further deposits afterwards although the casino was advised that I had a gaming problem. The account was then blocked after I had wasted my deposits. I wrote several emails to the casino, tried to contact me again and again. Evidence sent, but contacted the licensor to no avail. Now I have the courage again to stand up against the casino and to inform other players that Casoo understands its own AGBS and makes profit with sick people. Despite the evidence, the casino management never apologized and accommodated me. Not until today.

Guten Tag,

Ich habe im Casino eingezahlt. Die genauen Summen weiss ich nicht mehr. Wo ich bei 2500,- Euro Balance war habe ich das Casino um eine Pause für einen Monat gebeten und eine Auszahlung über 1500,- Euro beantragt. Laut AGBS kann diese Selbstsperre jederzeit über den Kundenservice beantragt werden. Mir wurde die Selbstsperre dann im Chat best?tigt und diese war auch kurz aktiv. Dann wurde das Konto wieder ge?ffnet und ich konnte die Betr?ge verspielen. Ich konnte nach dem sogar weitere Einzahlungen t?tigen obwohl das Casino darauf hingewiesen wurde das ich ein Spielproblem habe. Anschliessend wurde das Konto gesperrt nach dem ich meine Einzahlungen auch verspielt hatte. Ich habe dem Casino mehrere Emails geschrieben, immer wieder versucht kontakt aufzunehmen. Nachweise gesendet, den Lizenzgeber kontaktiert jedoch ohne Erfolg. Jetzt habe ich nochmals den Mut zusammen genommen und mich gegen das Casino zu w?hren und andere Spieler zu informieren dass Casoo gegen seine eigenen AGBS verstehst und mit Kranke Menschen Profit macht. Trotz Nachweise hat sich das Casino Management nie entschuldigt und mir entgegen gekommen. Bis heute nicht.

Thank you very much Basel999 for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Basil.

I am very sorry to hear about your troubles. Luckily for you, the Casoo Casino we recently tested for self-exclusion procedure, so I know exactly how it works.

When you mentioned that you make a self-exclusion on chat, I am sure they told you that this is just a temporary solution for seven days and you need to write an email containing personal data with the request of self-exclusion to [email protected] - did you do that?

Good Morning,

According to the AGBS, it is necessary to contact support. I wrote an email and chatted. Please note: The self-committee that Stella had confirmed to me in the chat was only valid for 5 minutes. On the same day in the same hour, I was able to gamble away my money. Despite confirmation, the self-committee was not active at all, NOT even 7 days. If you need more information please let me know. Sincerely yours

Guten Morgen,

gem?ss den AGBS ist es notwenig den Support zu kontaktieren. Ich habe eine Email geschrieben und im Chat. Bitte beachten Sie: Der Selbstausschuss den mir Stella im Chat best?tigt hatte war nur 5 Minuten gültig. Am gleichen Tag noch in der gleichen Stunde, war es mir M?glich mein Geld zu verspielen. Trotz Best?tigung war der Selbstausschuss überhaupt nicht aktiv, AUCH KEINE 7 Tage. Wenn sie weitere Informationen ben?tigen teilen Sie mir dies bitte mit. Mit freundlichen Grü?en

Do you have a screenshot from the chat? Or at least could you tell us what did you wrote to them?

Here are the instructions from the website. Did you write the email to [email protected]?

Good day,

As already explained in the emails before and also in the attachments, the customer service of Casoo Casino confirmed the self-exclusion. If the customer service via chat confirms that self-locking has been activated, then this is to be accepted. Everything else, including the explanation of the technical problem, represents the casino's unethical actions. The casino sent a confirmation, regardless of the way in which the casino itself violated its own AGBS since you should not have given the confirmation. In addition, the exclusion was also active for a few minutes.

I contacted customer service on the same day, but unfortunately my emails were not answered promptly. . Thank you very much

Thomas *****

Guten Tag, 

wie schon in den Emails zuvor erkl?rt und auch in den Anh?ngen die Beweise mitgesendet hat der Kundenservice von Casoo Casino die Selbst Ausschliessung best?tigt. Wenn der Kundendienst über den Chat best?tigt dass die Selbstsperrung aktiviert wurde dann ist dies auch so zu akzeptieren. Alles andere auch die Erkl?rung des Technischen Problems stellt unethische Handlungen des Casinos dar. Das Casino hat eine Best?tigung gesendet, egal auf welchem Weg somit hat das Casino selbst gegen seine eigenen AGBS verstossen da Sie die Best?tigung nicht h?tten aussprechen dürfen. Ausserdem war die Ausschlie?ung auch für wenige Minuten aktiv. 

Ich habe den Kundendienst am gleichen tag kontaktiert nur leider wurden meine Emails nicht zeitnah beantwortet. . Besten Dank

Thomas *****

Thomas, you are lucky that this specific casino we tested one month ago. Not only me but the whole team of players and testers because another player had a problem with self-exclusion. So I know very well that what you need to do to self-exclude is send an email. (what you probably didn't do) 

In the usual case, I would ask you a few more questions, but in this case, I instead ask casino representatives to explained what happened. Because you are not an ordinary player.

Hello Andrei,

why can't you answer the questions:

1. Why did you confirm that my account was blocked. You confirmed that to me in the chat. As soon as you confirm something on your part and do not follow it afterwards, you become in breach of contract.
2. You never responded to my complaint. Subsequently, you always referred the customers only to the terms and conditions and their email to the said email address. Then why did her colleague confirm this in the chat.
3. You have never answered my concerns or questions.
4. From an ethical point of view, this is an absolute disaster and shows how they deal with customers.
5. All of your partners have written to me and confirmed that it is ethically a disaster.
6. Read the response of their licensing section lock on all of your casino - we expect this - but will be ignored.
7. They always put the responsibility on the player, which is ethically highly reprehensible.

Dear Casino Guru Team, the case has not been resolved and has never been dealt with correctly. The employees shouldn't have confirmed anything else in the chat. I want the case to continue to be investigated.

Kind regards

Basel09

Hallo Andrei,

wieso k?nnen Sie die Fragen nicht beantworten:

1. Wieso best?tigten Sie mir, dass mein Konto blockiert wurde. Das haben Sie mir im Chat best?tigt. Sobald Sie etwas von ihrer Seite best?tigen und sich danach nicht daran Halten werden Sie Vertragsbrüchig.
2. Sie haben nie auf meine Beschwerde reagiert. Anschliessend verwiesen Sie die Kunden immer nur auf die AGB′s und ihre Email an die besagte Email Adresse. Wieso hat ihre Kollegin dann das im Chat best?tigt.
3. Nie wurden meine Anliegen oder Fragen von Ihnen beantwortet.
4. Ethisch gesehen ist das eine absolute Katastrophe und zeigt, wie sie mit Kunden umgehen.
5. Alle ihre Partner haben mir geschrieben und best?tigt, dass es Ethisch eine Katastrophe ist.
6. Lesen Sie mal die Antwort ihres Lizensgebes Abschnitt Sperre für alle Ihre Casino- Das erwarten wir- wird aber ignoriert.
7. Sie schieben die Verantwortung immer auf den Spieler was ethisch h?chst verwerflich ist.

Liebes Casino Guru Team, der Fall ist nicht gekl?rt und wurde nie korrekt bearbeitet. Die Mitarbeiter h?tten mir im Chat nichts anderes Best?tigen dürfen. Ich m?chte das der Fall weiterhin untersucht wird.

MFG

Basel09

Dear Basel09.

We tested this casino because of another complaint (http://www.kpvfaw.com/casoo-casino-player-claims-that-his-several-requests) in March.

Here is a resume of what we found:

The self-exclusion process of Casoo casino now works according to regulations. When Casino is asking players to write an email to security with additional information, it has a reason. The players are better protected if the casino knows their identity. The chat/support immediately block account when the player asks for it. (it is a temporary block, but explicit instruction how to self-exclude are provided) We believe that if the player wants, he can easily self-exclude himself. 

During the test, we mentioned on chat addiction in several cases, and the account seems to be closed even after seven days period. It was impossible to convince the security team to reopen the account. A surprise was that the security team completely ignored our messages for account reopening. (I think players should get at least some generic answer, that reopens is not possible)

Because we know that Basel09/Tommy pathologically playing in casinos and trying to exploit their self-exclusion process and then asking a refund (not only from regulator answer, he is "let's say" one of the most complaining players)

There is a very high chance that he ignored the instruction of the casino. However, we will give him a chance to prove that it. Basel09/Tommy, please forward on my email address ([email protected]) the email what you sent to [email protected] (because you must do that to be self-excluded) 

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Basel999,

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

The player can reopen this complaint anytime.