The player from Austria was experiencing difficulties withdrawing their winnings due to an ongoing additional verification. The issue was eventually successfully resolved and the player received his winnings.
Cadoola Casino - Player’s struggling to complete the account verification.
Amount: €500.9
Cadoola Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I registered with Cadoola in mid-April and deposited €100 by credit card (no bonus used). I then came up with a winning sum of € 500, which I also wanted to have paid out. After a few days of waiting, I contacted the live chat to ask when the payment would be made. They asked me to be patient due to "technical issues". About a week later my bank contacted me that my credit card details were circulating on the internet and I immediately blocked my credit card. Two days later, my withdrawal request was canceled because the bank had returned the transfer (because the card was blocked). So Cadoola's email support (28.04.) wrote me that they need my bank account details to transfer the money to me. I immediately replied to the email with the required data. In the meantime I made another deposit (€100) - this time using my new credit card details - played - won another €500 - made a withdrawal request - and actually got the money credited to my current credit card account about a week later.
But nothing happened to the outstanding €500 on my account. This was followed by countless chats with the support of the site - I also had to send the required data to another e-mail address (kyc@cadoola.com) - until today (2 months) I have not received any e-mail support got only answer. The €500 is also visible as a credit in my account, but I can't create a withdrawal request because a pop-up appears with the text "Account frozen". The chat support was also unable to answer me when my payout would be processed.
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2 years ago
Dear xfabmanx,
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 verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Dear Petronela!
Thanks for your quick answer.
My problem isn't verifying the payment method - I've already received a payout to the new credit card.
I have given my bank details as requested by the casino as the casino wants to transfer the money to this because my original payment method is blocked. Now to my actual problem - the casino does not answer my e-mails, nor is it possible for me to complete the KYC procedure, as I know it from other providers, via the homepage. When I draw attention to the problem in the chat support, it just means I should be patient - which is no longer understandable after 2 months of waiting.
Kind regards
Fabian
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2 years ago
Thank you very much, xfabmanx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi xfabmanx,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cadoola Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear all,
Thank you for contacting us!
First and foremost, we would like to apologise for the caused inconvenience regarding the withdrawal of your balance. Unfortunately, we are not able to locate any emails from your behalf to our KYC address.
Could you please specify which email address was used by you when sending the info?
Thank you in advance!
Best regards,
Cadoola.com
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2 years ago
Translation
Dear Cadoola team,
I have sent you several emails from fpelwecki@gmx.at.
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2 years ago
Dear Customer,
Thank you for your reply!
Having checked for emails from that address, we are unable to find any emails for the KYC department. Would you be so kind as to send the email again to kyc@cadoola.com or, if you find it easier, come to our chat and leave the info there to be forwarded by the support?
Thank you in advance!
Should you have any other questions, feel free to contact us via Live Chat.
Best regards,
Cadoola.com
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2 years ago
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I will send the data again via chat today and hope to get it done soon!
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2 years ago
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Hi Peter!
Support contacted me via email and arranged a payout for today - I'll let you know as soon as the money has arrived - thank you very much!
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2 years ago
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Hi Peter!
The money has been credited to my account - many thanks for the great support! I hope this was all a misunderstanding. Thank you again!
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2 years ago
Thank you xfabmanx,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
