Cadoola Casino - Player’s struggling to complete account verification.

I made 3 withdrawal requsests ,each 500 euro(max 500 per 24hr).The last one was 06.06.2022. Then they ask to send documents for the kyc verification, which i did on the same day.Few hours later i asked on live chat if they get my documents,but they didnt,so i send them again.Next day according to them ,they still didnt get anything so i uploaded all documents on live chat and the support forwarded them to the financial departament.After 3 days my withdrawals were cancelled ,i was asked to do that again but on german bank account (first were made on my second bank account in Netherlands,both are on my name).I did it the same day.Yesterday i was asked again on live chat to send my id,which i did and today the same request on live chat.According to the terms&conditions on cadoola the withdrawals should be processed within 3 working days.I have a friend ,whos playing also there and was waiting almost 4 weeks to get his 500 euro.The score is too high for them, should be around 6 or less.The kyc is a hell and withdrawals also.

Dear yetiindom,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that you still haven't received any confirmation regarding successful verification? Could you please confirm that you provided all the required documents in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,thats correct,i still didnt get any confirmation that the verification is succesfull.I send 3 times all documents per email, one time uploaded them thru live chat and yesterday uploaded my id in live chat again.I didnt get any response from the live chat support that there is something wrong with the documents that i uploaded.I can send You per email the conversation with the live chat including the documents that i uploaded and the 2 email that i send with the date and time.

Update: i just received a e-mail that my account is verified succesfully,but still waiting for the withdrawals to be processed.

Thank you for your reply, yetiindom. Sounds like we are on the right track and hopefully, you will receive your winnings soon. I will keep this complaint opened, so please, let us know if there is anything new in the meantime. Thank you in advance.

Thank You very much,i will let You know if anything changes .

I finaly received my money,it took them a while.Thank You for Your support.Case can be closed.

Awesome news, yetiindom. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.