The player from Germany had been unable to withdraw his winnings of 480 Euros due to his account being frozen. Despite having been able to deposit funds, he hadn't been able to withdraw or reach support. After he contacted the Complaints Team, they had sought clarification from the casino. The casino had responded that they were looking into the technical issues and exploring the possibility of a manual withdrawal. The player had requested the complaint to remain open until he received his winnings. After some correspondence, the casino had processed the payment and the player confirmed the receipt of his winnings. As a result, the complaint had been resolved successfully.
Cadoola Casino - Player's account has been frozen, inhibiting withdrawal.
Amount: €480
Cadoola Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Good day.
I attempted to withdraw 480 Euros from the named casino.
Every time I tried, I was informed that my account is frozen.
I was not notified about this.
On 08.05.2024, I spoke with live support, who assured me that everything was fine.
Today, the support team informed me that my account has been closed.
I am able to log in and deposit funds, but I cannot withdraw.
When I approached them about this issue, they repeatedly left the chat immediately.
Please assist me with my problem.
Automatic translation:
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7 months ago
Dear Ugi89,
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.
If your account was closed, how come you can log in and deposit?
Have you received any email from the casino explaining why your account would be closed?
Could you please advise if you passed the KYC verification?
Have you made any successful withdrawals from this casino before?
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
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7 months ago
Translation
Good day
I was told by support via live chat that my account had been closed by the administration.
I didn't receive an email mentioning that it was closed.
I have already made a successful withdrawal of 500 euros, which I also received.
It says that my account does not currently require verification.
I have photographic evidence of this.
Best regards
Automatic translation:
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7 months ago
Thank you very much, Ugi89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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7 months ago
Hello Ugi89,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Cadoola Casino to join the conversation.
Dear Cadoola Casino,
Can you please provide more information on what's going on with the player's account? Why are withdrawals not possible in the player's account?
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7 months ago
Dear Customer,
Thank you for reaching out.
The technical problem is currently being looked into, while we are inquiring with the relevant department about a possibility of a manual withdrawal. You will be emailed as soon as there is an update. Thank you for your patience.
Best regards,
Customer Support
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7 months ago
Translation
Good day,
Customer support wrote to me weeks ago saying I should receive an email.
But that did not happen.
Nevertheless, I will be patient and wait for an answer.
Dear Casino Guru,
Can we leave this complaint open until I receive the money?
Best regards
Automatic translation:
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7 months ago
Dear Cadoola Casino,
Thank you for your response, hopefully, the technical issues will soon be fixed.
Dear Ugi89,
Please do not worry, I will leave this complaint thread open until you receive your winnings.
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7 months ago
Dear Customer,
We would like to inform you that we sent you an email with information request on 22.05.2024. Looking forward to your reply.
Best regards,
Customer Support
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7 months ago
Translation
Hello Cadoola Casino,
I answered your email and added all the necessary information.
Best regards
Automatic translation:
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7 months ago
Dear Customer,
Thank you for providing us the information.
We would like to inform you that the payment was processed from our side on 24.05.2024.
Best regards,
Customer Support
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7 months ago
Translation
Dear Cadoola Casino,
Thank you for the information.
I will contact you as soon as the winnings appear in my account.
Best regards
Automatic translation:
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6 months ago
Dear Cadoola Casino,
Thank you for your responses, I'm glad to hear that the player's withdrawal has been successfully processed.
Dear Ugi89,
I'm hopeful that you will receive the funds soon. I look forward to your confirmation so we can consider your complaint resolved.
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6 months ago
Translation
Good day,
the complaint can be closed.
I received my winnings.
Many thanks for the help.
Best regards
Automatic translation:
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6 months ago
Great news, Ugi89. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
