Cadoola Casino - Player’s withdrawal has been delayed and account is frozen.

My account has been frozen when i tried to withdraw money. Withdrawal has been canceled without telling me the reason of both subjects. Support told me that they can't tell me why they did this.

I really feel scammed. not gonna lie.

Dear grama123,

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 were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. since one year. i've made account in August 2023. My account has been frozen 16 July 2024 (ive requested withdrawal at 11 July 2024)
2. slots
3. No, it was regular balance without bonuses.
4. My apologize, actually it was 300pln, not 400. My bad.

Thank you very much, grama123, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you grama123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cadoola Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player recover their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear grama123,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Cadoola Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Customer,

Thank you for your patience.

Please be informed that we sent you an email with the payment method request. Looking forward to your reply.

Best regards,

Cadoola.com

Thanks for your response.

I've responded and sent payment method in email.

I've received my money. Thank you Peter and Thomas. I really appreciate it. 🙂

Dear grama123,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter