Cadoola Casino - Player's account remains unverified.

Dear Casino Guru,

It has been over two weeks, and Cadoola support team has not provided a response. My account remains unverified despite my efforts to meet their requirements.

I am a citizen of Ukraine, currently residing in Poland with a valid Czech Republic residence permit. During my registration, I used my Polish address and submitted a Polish utility bill along with my Czech residence permit for verification.

However, I received the following response from the casino:

"To proceed with your request, we kindly ask that you provide us with a government-issued document that confirms your residential status in Poland. This documentation is necessary for us to complete the process."

As a holder of an EU residence permit, I am not required to obtain a Polish residence card or visa. I am residing legally in Poland, yet the casino refuses to verify my account.

I kindly request your assistance in resolving this matter.

Dear limbomonex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

I did some research on the EU Immigration Portal and this is what I discovered:

As a Ukrainian citizen holding a valid Czech Republic residence permit, you are allowed to stay in Poland, but there are a few legal nuances to consider:

• Short-term Stay (90 days during an 180 day period): With an EU residence permit (from the Czech Republic), you can travel and stay in other Schengen Area countries, including Poland, for up to 90 days within a 180-day period without any special visa requirements. However, this is considered a temporary stay for tourism or business purposes, not for residency.
• Long-term Residency in Poland: If you plan to stay in Poland for more than 90 days, your Czech residence permit alone does not grant you the right to permanently reside there. For long-term residence, you would need to apply for a specific type of residence permit in Poland, depending on your circumstances (e.g., work, study, family reunification).

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly you moved to Poland and how long you plan to stay?
• Does the Polish utility bill belong to you (has it been issued in your name)?
• Do I understand correctly that you were residing in Poland when you registered and played at this casino?

Thank you very much in advance for your reply.

Best regards,

Kristina

Good day, and thank you for your response. Let me clarify my situation. Due to my work in the tourism industry, I frequently travel between the two countries (Czechia and Poland). Also, I have a studio-apartment in Poland. This is why I receive a gas bill in my name in Warsaw. Since I registered with the casino while in Poland, I provided my Polish address and submitted my Polish gas bill for verification, as proof of address. Hope I answered all your questions.

Thank you very much for your reply, limbomonex. Have you tried to explain your situation to the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Cadoola ignores provided clarifications and continue to claim:

"Ziemowit (Cadoola)

23 Sept 2024, 14:18 EEST

Dear Vsevolod,

Thank you for contacting Cadoola Customer Service.

Firstly we would like to thank you for co operation and understanding during the verification process.

Nevertheless, we would like to request confirmation of your residential status in Poland. As per our understanding, you have relocated from Czech Republic - to Poland and have resided there for more than 90 days.

To ensure compliance with EU regulations, we kindly ask you to provide a document that verifies your long-stay visa or residence permit in Poland.

Your prompt response is essential to proceed with the next steps and ensure a timely resolution of this matter.

Thank you for your outstanding trust!

If you have any questions, please contact us by email at support@Cadoola.com or by Live Chat.

We warmly greet you,

The Cadoola.com Team"

I have never broken EU regulations, how can they apply it to me!? Any person holding residence permit of any EU country eligible to move between EU countries and rent/buy apartments without any long term permit documents for other EU country. There claims are ridiculous.

Please note that although EU laws may allow for legal travel between these two countries, the casino reserves the right to request documentation to verify your Polish residency or residence permit if your account was registered from Poland. Especially, if you are an official citizen of Ukraine.

Could you please clarify if you provided proof of a Czech Republic residence permit and other documents related to your stay in the Czech Republic?

Yes I provided my Czech Republic residence permit and utility bill on my name from Poland. I stated it from the beginning. They did not requested my Czech utility bill. I can provide it if needed. They already verified my account.

Now the issue is that they "lost" my 500 withdrawal and it is already more then 7 days I am waiting to get it.

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have had €500 pending withdrawal for about four weeks. After my account was finally verified on 26.09.24, the withdrawal disappeared from my transaction history. Since then, I have reached out several times. Below is a quote from my live chat on 27.09.24:

"Thank you for your time. As I can see now, your withdrawal request has been resubmitted to help speed up the process. From now on, your withdrawal will be completed as soon as possible. We kindly ask for your patience, and your understanding will be greatly appreciated."

And here is a quote from my most recent live chat on 01.10.24:

"Thank you for waiting. Upon checking, your account has been verified, and the relevant department is reviewing your transaction. It will be completed soon, as your account is already approved for verification. Please await further updates on your profile from the relevant department. Thank you for your understanding."

I am desperate to receive my winnings. I kindly request that a Cadoola agent joins this chat to assist me further.

Hello again. Time is out. Why Cadoola representative did not come to the conversation?

Thank you very much, limbomonex, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you limbomonex 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 the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear all ,

We are happy to inform you that customer account is verified and his withdrawal is complete and paid out on our side .

If you have any additional questions don't hesitate to contact us.

Best Regards

Cadoola Casino Team

Thank you very much for the update.

Dear limbomonex, can you please confirm your withdrawal has been successful and you do not require any further assistance? Thank you in advance!

Dear limbomonex,

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.