Cadoola Casino - Player's was asked to complete additional wagering.

Amount: €2,000

Cadoola Casino

Safety Index:Very high Submitted: 04 May 2023 | Resolved : 10 May 2023

Resolved Our verdict

Case closed

RESOLVED

Case summary

11 months ago

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.

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hamster135555

Visitor

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12 months ago

OriginalTranslation

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

Hallo Team,

als erstes muss ich etwas ausholen.

Ich habe in einem Spiel ein Betrag in Höhe von 2022 Euro gewonnen. Danach habe ich ein Dreher gemacht, und mein Guthaben, was ich gewonnen habe, war verschwunden.

Cadoola hat den Fall geprüft und mir mitgeteilt, dass mein Guthaben, welches ich gewonnen hatte gefunden und Manuell erstattet wurde. Somit hatte ich meinen Betrag in Höhe von 2022 Euro wieder. VIELEN DANK DAFÜR!

Nachdem ich das Geld wieder hatte dachte ich, dass ich es auch gleich auszahle. Dachte ich!

Jetzt, wo ich das Geld zurück habe und auf Auszahlen drücke, bekomme ich hier eine Meldung "Acount Frozen".

Darauf hin, bin ich zum Support.

1. Kontakt mit dem Support:

Ich habe es an die Fachabteilung weitergeleitet. Auf meine Frage, was denn los sei, bekomme ich die Antwort "Aus Sicherheitsgründen, darf ich Ihnen leider keine Auskünfte im Chat geben". Ich habe es aber an die Fachabteilung weitergeleitet. Das war hier am 03.05.2023

2. Kontakt im Support : 04.05.2023

Gut, ich fragte heute den 04.05.2023 noch einmal nach, warum ich mein Guthaben, welches ich ja gewonnen habe nicht auszahlen kann.

Antwort: Sie müssen Ihr Gewinn, 1x Umsetzen. Auf meine Frage, ob es sein ernst sei, mir zu sagen, dass ich ein GEWINN umsetzen muss, beendete er den Chat.

3. Kontakt mit dem Support:

Also ging ich noch einmal in den Chat. Hier wurde mir gesagt, dass mein Account nicht Gesperrt ist und mit meinem Account alles "Okay" ist.

Der Chat ging eine ganze Weile und ich dachte, dass es nun geklärt sein und ich gleich auszahlen kann. Nein, Er schrieb dann nur, dass er es an die Fachabteilung weitergeleitet hat und ohne, dass ich Antworten konnte beendete er den chat.

Summa Sumaro, habe ich die 2000 Euro auf meinem Spielerkonto erstattet bekommen darf es aber seit dem 03.05.2023 nicht in Auszahlung bringen.

Könnt Ihr mich hier unterstützen ? Habe auch alles mit Bilder und Chatverläufe Festgehalten.

Liebe Grüße

Hamster135555

Automatic translation:

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Tomas

Complaint Specialist

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11 months 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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hamster135555

Visitor

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11 months ago

OriginalTranslation

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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Tomas

Complaint Specialist

Public

11 months 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

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