The player from Germany experienced some technical difficulties after he was asked to wager his win. We closed the complaint as resolved after the players asked us to close the complaint.
Cadoola Casino - Player's was asked to complete additional wagering.
Amount: €2,000
Cadoola Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello team,
first I have to get something out of the way.
I won an amount of 2022 euros in one game. After that I did a spin and my credit on what I won was gone.
Cadoola reviewed the case and informed me that the credit I had won was found and manually refunded. So I had my amount of 2022 euros back. THANKS A LOT FOR THIS!
After I got the money back I thought I'd pay it out right away. I thought!
Now that I have the money back and press withdraw I get an "Acount Frozen" message here.
So I went to support.
1. Contacting support:
I have forwarded it to the specialist department. When I ask what's going on, I get the answer "For security reasons, I'm unfortunately not allowed to give you any information in the chat". I have forwarded it to the specialist department. That was here on May 3rd, 2023
2nd contact in support : 04.05.2023
Well, today, May 4th, 2023, I asked again why I can't pay out my credit, which I won.
Answer: You must wager your winnings 1x. When I asked if he was serious about telling me I had to wager a WIN, he ended the chat.
3. Contacting support:
So I went back into the chat. Here I was told that my account is not blocked and everything is "okay" with my account.
The chat went on for a while and I thought it was settled and I could pay out right away. No, he then only wrote that he forwarded it to the specialist department and without my being able to answer, he ended the chat.
Summa Sumaro, I got the 2000 euros refunded to my player account, but I haven't been able to pay it out since May 3rd, 2023.
Can you support me here ? I also recorded everything with pictures and chat histories.
Best regards
Hamster135555
Automatic translation:
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1 year ago
Dear hamster135555,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cadoola Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise how long you are a player of the casino and if your account was previously verified? When encountering technical difficulties, did you play with an active bonus or a promotion?
Did the casino explain why the wagering of the amount was necessary?
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas,
thank you for the fast feedback.
I've already won and lost a few thousand euros there 🙂 how it is in life.
So I'm fully verified. The problem with the error that the account was frozen was resolved last night 10 minutes after I submitted the complaint and I was able to withdraw 500 euros. I'm waiting for this one now.
Someone was probably on my cadoola account last night and released me again.
I just hope now that my withdrawals go through quickly.
Otherwise, the casino is great, and I can only report positive things.
Thanks very much! The complaint can be closed. If the problem comes up again, I'll report back
Best regards
Hamster135555
Automatic translation:
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1 year ago
Dear hamster135555,
Thanks for the update.
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,
Tomas
Casino.Guru
