Cadoola Casino - Player's deposit is delayed.

I deposited $500 aud in litecoin to the casino wallet. After 6 confirmations on the block chain it was not showing in my balance so I contacted chat support. Chat support requested I wait 2 hrs then if not showing contact them again. I waited the two hrs and provided chat support the screen shot of the deposit from my crypto wallet as proof. From that point I have contacted chat support several times in over 24 hrs and they tell me the finance team will look into it and email me "asap" but the email never comes. They don't seem to care about my real money deposit or timely issue resolution which is a big red flag. Can you assist returning my deposit?

Dear HardEight, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Hi Veronika,

Thanks for the response. In this case it will not be an issue with my provideras the money cleared from my wallet to the casino wallet and now has 100's of confirmations on the block chain. The issue will likely be with the casinos provider being coins paid or whatever they use. Support say it has been escalated to the relevant department and that I will receive an update soon. So far has been almost 48 hrs with the same response. All I want is an eta. Most casino would resolve this issue within 2 hrs so a huge red flag. All I want is an update over email. I think it's possible the team involved doesn't work on weekends wherever they are located.

Thank you for your response. Please send me all the correspondence between you and the customer support at the casino regarding the missing deposit at veronika.l@casino.guru. Also, could you let me know if this is your first deposit or if you have made any successful deposits to this casino before?

Hi Veronika,

Thanks for the response. I have deposited successfully to this site 3 or 4 times prior to this incident but never atte pted to withdraw.

To date all of the correspondence has been to their chat support and I have not got a record because the email chat log button does not seem to work on their site. I did send the attached email to their finance team today as suggested by support. I have concerns on the legitimacy of this casino given it has been 4 business days without a single update on progress. The missing $485 is my money and left my account to the wallet they nominated.

This can be closed they have just paid the missing money into my balance. It was caused by "duplicated invoicing" whatever that means. Not sure why it took 4 days to solve but happy it's now resolved.

Dear HardEight,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru