Cadoola Casino - Player's self-exclusion request ignored.

I requested account closure from this Casino because I am addicted to gambling, on March 12, as per screenshot. They state that there is no other way to request this on the site, other than through email.

After I requested self-exclusion they allowed me to deposit and spend 855 euros and still haven't closed the account.

I want a refund.

Hello Dezanove19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadoola Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the casino respond to your request? Is your account currently still open? If not, since when is it closed? How long after your request did you deposit?

Looking forward to your answer.

Regards,

Nick

Hello,

the casino didn't let me verify the account, part of the verification says it's not necessary.

the account is still open.

They did not answer. I asked for self-exclusion via chat and they said I had to send an email and I did so.

I deposited 4 days ago, that is, yesterday.

the Casino does not respect the rules of responsible gaming in the slightest.

Thank you Dezanove19 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dezanove19,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Cadoola Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Customer,

Thank you for contacting us.

We kindly request you to provide us with the closure email screenshot where your email address can be seen.

Thank you for understanding!

Best Regards,

Customer Service

Dear Cadoola Casino,

Could you give us an update on this situation? Are the emails provided by the player sufficient?

They never respond!

Dear Customer,

Thank you for the details.

We have sent you an email. Looking forward to your reply.

Best Regards,

Customer Service

Dear Dezanove19,

Could you give me an update on the situation?

I already responded yesterday with everything you asked for!

Of course they didn't say anything else!

This Casino is a scam.

Dear Cadoola Casino,

Could you give us an update here in the thread?

They asked for data but did nothing else!

Dear Michal,

We have resolved the case by directly communicating with the customer.

Thank you for your cooperation!

Best Regards,

Customer Service

Dear Dezanove19,

Could you confirm here in the thread the issue was resolved so we can close this complaint in our system?

I will be waiting to hear from you.

Sorted out!

Dear Dezanove19,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru