Cadoola Casino - Player’s withdrawal has been delayed.

I want to address my concerns about a withdrawal I'm expecting at Cadoola Casino. I was very patient but this has been happening for three months now.

It started the first week of October 2022 when I started verifying my account because of the withdrawal request I made. My pending withdrawal was 500 EUR. I sent all the required documents and for 3 months trying to reach them by e-mail (support@Cadoola.com; kyc@cadoola.com, ) and by chat.

On chat they always say that they did not receive my emails. Then I send them screenshots of e-mails that I sent them and also e-mails that I returned to their e-mail that they sent me.

After the screenshots, they simply recommend that I be patient, which is no longer understandable after three months of waiting. I can see that this is their common problem because I have seen a number of people complain about it. I feel so powerless because no one is responding and I cannot get any other answer on the chat than copy and paste "be patient".

I will attach screenshots of chat and emails they claim they do not see and my transaction history so you can see how many times and when was withdrawal requested. You can see that I am sending the same documents multiple times because they do not see it. 

Regards

Dear nITRUSKy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than two months is an unusually long time.

Lastly, could you please clarify what the disputed amount represents?

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,

Petronela

Hello,

Yes, you understood that correctly, my withdrawal is still pending inside my account. I requested a withdrawal of 500 EUR because there is a withdrawal limit at Cadoola casino and it is 500 EUR per day. 

I have accumulated winnings with welcome bonus and wagered it. My winnings are 5500 EUR.

They told me they did not receive my last email, then after I sent them screenshots as proof that I replied to their email they are telling me to be patient. Three months have passed and I am being patient, but for how long more? Thank you in advance

Thank you very much, nITRUSKy, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear nITRUSKy,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Cadoola Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why is the player’s withdrawal request being processed for so long?

Good day,

Thank you for reaching out. 

First of all, you can be sure that we are doing our best to process the payments as fast as possible. We have closely monitored the case since you informed us of the emails that you sent that were not delivered to us. We will make sure to prioritise your verification as well.

Once we received recent documents from you, we have sent you an email dated 12.01.2022 requesting the following documents to complete your account verification:

- Proof of address such as, for example, a utility bill (electricity, water, gas, internet bill) or a bank statement showing full name, address and date of issue, dated no later than 6 months.

A bank statement (Online banks not accepted), pay stub or proof of address from your municipality may work for verification purposes.

- Proof of ownership/ownership of the Neteller card being used with visible first 6 and last 4 digits, credit/debit card holder's name and expiry date. Need to be sent a bank statement of the last 3 months with all required data visible.

Could you please confirm if you received this email and if you sent the required documents? We did not receive those, so if you sent it already, please contact us in chat so we could assist you.

Thank you in advance.

Sincerely,

Cadoola

Dear nITRUSKy,

I just want to be sure: Have you sent all the required documents in the correct format? The verification documents should be sent as PDFs, not as simple pictures. If you are not sure or if you'd like some assistance, please let me know. I'll be glad to help.

Hello everyone,

Yes I received your email on January 12th and replied to your email on the same day. After that, I contacted your team in live chat about update several times but no one helped me... just said to be patient. I'm going to include screenshots of these e-mails on 12.01.2023 showing Cadoola Casino and my e-mails.

Cadoola Casino, could you please check if you received the documents the player sent you on January 12? If so, please let us know whether they are acceptable or if the player needs to send something else.

Dear Team,

Thank you for your patience.

It seems that we did not receive the emails from the screenshots provided by the customer. We made sure to check if our email adrresses do not have errors and we do receive emails from other customers. We kindly ask the customer to send the documents again to all of the three emails below, so we could check them:

vip@cadoola.com

kyc@cadoola.com

support@cadoola.com

Once done we kindly ask the customer to update us here or in chat, so we could check if received. 

We are closely monitoring the case. We appreciate your cooperation.

Sincerely,

Cadoola

Hello,

I sent you an email to the three email addresses containing the requested documentation. Please see a screenshot below.

Regards

Cadoola Casino, please check your e-mail addresses and let us know if the documents are sufficient or if you need something else. Thank you.

Dear Team,

Thank you for the cooperation.

We received the email from the customer with the attached documents. They were checked by our financial department and they informed us that the proof of address, unfortunately, cannot be accepted. We requested again a proof of address that would not be a modified PDF file or scanned copy. The customer can provide with any alternative one such as bank statement (not digital bank), payslip or any government issued document as original unedited PDF file, showing address, name and issue date and not older than 6 months. We have sent this request in response to the email.

Please feel free to contact us if you have any questions.

Sincerely,

Cadoola

Dear nITRUSKy, could you please send me the proof of address that the casino received from you to my e-mail address veronika.l@casino.guru? We'll look into it with our team.

nITRUSKy, thank you for your email. I will get back to you soon.

Dear Cadoola Casino representative, please have a look at the email I sent you last week. Thank you.

Hello everyone,

I sent a new proof of address from this month to Cadoola casino. (vip@cadoola.com, kyc@cadoola.com, support@cadoola.com)

Regards

Dear Customer,

Thank you for getting back to us.

Our financial department checked the document. The document does not contain the creation date and it should be present in the original PDF statements. The following documents are still needed to complete the verification:

- Another Proof of address document in PDF format or the same document with creation date of document visible. 

- Neteller transaction history for 3 months.

Please feel free to contact us if you have any questions.

Sincerely,

Cadoola

Dear Cadoola Casino representative, do you have any news regarding this case?

Hello, 

At the moment, we exchange e-mails... 

We are talking about my document that was rejected. Their support does not tell me why my document was rejected, my document contains the date of creation and they agreed that this is correct. I do not know why they stated that document does not contain the creation date then... I feel like they're just delaying my withdrawal. I will attach a screenshot of the email. 

Regards

Regards

Hello,

I sent the requested POA and Neteller transaction history to vip@cadoola.com. Please see below for a screenshot of this email.

Dear nITRUSKy, can you please forward these documents to veronika.l@casino.guru? Thank you.

Hello,

After I sent them all the documents requested multiple times, after 4 months of chatting nearly every day, non stop sending emails, they permanently closed my account. I will attach the email they sent me an hour ago.  

Regards

Dear nITRUSKy,

After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The documents you have provided show signs of editing, which is not allowed, in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated.

Because of the aforementioned reasons, we have to reject your complaint.

I strongly advise you to refrain from any attempt to use documents of questionable authenticity in the future.

If you run into any issues with this or any other casino in the future, don’t hesitate to contact us. 

We are here to help.

Best regards,

Veronika