Cadoola Casino - Player encounters VPN-related verification issues.

Dear esteemed team at Casino Guru,

I hope this message finds you well. I am reaching out to bring to your attention a troubling matter I've been experiencing with the verification process at Cadoola Casino.

Initially, I dutifully provided the required documentation for verification purposes, including my ID for identity verification and a water bill to confirm my address. To my relief, both documents were promptly verified and accepted by the casino.

However, my optimism was short-lived as I encountered an unexpected hurdle. I was asked to log in to the casino without the use of a VPN. Regrettably, despite my earnest attempts, I am unable to access the Cadoola Casino website from my location in Turkey due to local internet restrictions.

I diligently communicated this predicament to the casino through multiple emails and live chat sessions, supplemented with screenshots and even a video illustrating my inability to access the casino's page as requested. Moreover, I meticulously reviewed the casino's terms and conditions, only to find no mention of any prohibition against the use of VPNs.

Despite my persistent efforts and thorough documentation, I find myself at an impasse. It has been over 21 days since I initiated this verification process, and yet, I have received no substantive assistance from the casino. Regrettably, my inquiries are met with generic responses, and promises of resolution remain unfulfilled.

I implore your intervention in this matter, as the prolonged delay in verifying my account is causing considerable distress. I have remained patient and cooperative throughout this ordeal, but the lack of responsiveness from Cadoola Casino has left me with no recourse but to seek your assistance.

Your prompt attention to this matter would be greatly appreciated. Please advise on the necessary steps to expedite the resolution of this issue and restore my confidence in the integrity of Cadoola Casino's operations.

Thank you for your understanding and anticipated assistance.

Warm regards

Dear turkbala23,

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 make sure I understand your situation completely.

When you opened your account, did you provide the casino with true and valid personal information? Did you register with your correct address and country of residence?

What was the response from the casino customer support after you informed them of your inability to access the casino website without using a VPN software? Please forward all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

Thank you for your prompt response. Upon opening my account, I diligently provided accurate personal information, including my correct address and country of residence, Turkey. I also submitted a utility bill for water, which clearly displays my address, as per the casino's requirements, along with my ID, which they have duly accepted.

I've also forwarded my correspondence with the Chat Casino representative to your email.

Best regards

Could you please send me the screenshot of the error you see when you try accessing the casino website without using VPN?

Dear Veronka,

I just sent to your email veronika.l@casino.guru the screenshot and video showing that Cadoola casino page is not opening in Turkey.

Kind regards.

Dear turkbala23,

Thank you for your email. I'm afraid we are no longer able to assist you. You used a VPN to access the casino website, which would normally not be available to you.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We've reopened this complaint at the request of turkbala23. 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 informed us that although he used VPN, he did not change his location to a different country from Turkey.

Thank you very much, turkbala23, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Dear Customer, 

Thank you for reaching out to us. 

We kindly request you to try cadoola001.com to enter our site without VPN. 

Please contact the live chat and inform that you are without VPN. This will enable us to verify your IP address. 

Thank you for your understanding! 

Best Regards, 

Customer Service 

Hello there,

Thank you turkbala23 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cadoola Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this.

Thank you!

I have just logged into my casino account at Cadoola using the link you provided from my Turkish ip and without using any vpn. I also tried to attempt to withdraw but was unable to do so (got a message "restricted by a group"). (I also made a couple if spins on slot).

Best regards.

Dear Customer,

We appreciate your cooperation!

We kindly ask you to enter our site without using a VPN. Once you have done that, please contact our live chat and inform them that you are reaching out without a VPN. They will forward your request to the relevant department for IP verification.

Thank you for your understanding!

Best Regards,

Customer Service

Dear Cadoola,

On May 26, 2024, I logged into the casino without using a VPN. I contacted the chat support and received confirmation that my login was successful without a VPN. I was informed that the issue has been forwarded to the relevant department for further verification.

Could you please let me know how long this verification process will take and when I will be able to withdraw my winnings?

Thank you for your assistance.

Best regards,

Abdulkadir

Dear Customer,

We are happy to inform that your account has been successfully verified. Therefore, the case has been closed from our side.

Thank you for your cooperation!

Best Regards,

Customer Service

Thank you for the update Cadoola Casino representative.

Dear turkbala23, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

Thank you for the update. I will inform the forum the moment I receive the payment from your casino.

Dear turkbala23,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.