The player from Germany has been unable to withdraw 480 Euros because his account is frozen. Although the support team initially assured him there were no problems, they later conveyed that his account was closed. Despite being able to deposit funds, he is unable to withdraw or reach support.
Cadoola Casino - Player's account has been frozen, inhibiting withdrawal.
Amount: €480
Cadoola Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for casino to reply
1d 17h 1m 5s
Case summary
5 days ago
Public
Public
1 week 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:
Public
Public
1 week 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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Public
1 week 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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6 days 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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5 days 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?
Cadoola Casino has 1d 17h 1m 5s to reply
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