The player from Germany is unhappy with their winnings being split into several installments. Player’s complaint has been resolved successfully.
Cadoola Casino - Player’s struggling to withdraw their winnings.
Amount: €700
Cadoola Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Hi there,
According to the terms and conditions of Cadoola Casino, I can only withdraw 500 per 24 hours. Since I won a little more than the specified amount, I am now trying to have the amount paid out in stages within 24 hours. This is not allowed for some reason. In this case, can you please help me?
Kind regards
Automatic translation:
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3 years ago
Dear SvenSchn,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
I have checked the general terms and conditions and this is what I found https://cadoola.com/en/rules:
Could you please confirm that your account has been successfully verified in the past? Have you received any of your winnings already, or the entire amount is still pending inside your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
I could now apply for the incremental payout. It was probably a technical error.
The money, meanwhile 900 €, is still in my game account and has not been paid out. Verification has been carried out, at least my documents are available to the casino. These have not yet been processed either. I will now wait a few days and see if something happens.
Kind regards
Sven
Automatic translation:
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3 years ago
Translation
Hi there,
Here's a little update, my winnings have been on my account for 6 days and are neither processed nor paid out. The verification documents are also not processed. Could you please take care of this case and ask what is going on at the casino?
thanks
Kind regards
Sven
Automatic translation:
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3 years ago
I fully understand your frustration, Sven. I will set the timer for additional 4 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
Hi there,
the two smaller amounts have now been paid out.
The larger amount of 500 euros is still open and has not been processed,
despite the expiry of the 3 days payout period specified in the General Terms and Conditions of the Csino ...
Kind regards
Sven
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3 years ago
I'm happy to hear that there has been some development even if it's not ideal and completed yet. Please bear with me till Thursday and if the entire amount won't be paid by then we will intervene.
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3 years ago
Translation
Hello Petronela,
I have just been informed that the payout has been ordered ... I think this will be received in my account in the next few days. Then it took about 2 weeks. For being able to deposit in seconds for far too long ... The casino definitely doesn't deserve your rating. Nevertheless, I would like to thank you for your help and I wish you a nice day ...
greeting
Sven�
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3 years ago
Thank you, Sven, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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3 years ago
Hello SvenSchn,
Have there been any developments since our last conversation?
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3 years ago
Translation
The case can be closed, the entire money was transferred after just under 2 weeks. Many thanks for your help
Automatic translation:
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, SvenSchn, for your cooperation and confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
