The player from Germany had been attempting to obtain information about a pending withdrawal since August 30, 2024, but had not received the funds despite making multiple inquiries via live chat. The casino provided vague responses regarding payment provider issues and urgency, yet the withdrawal status remained unresolved. The Complaints Team had engaged with both the player and the casino, requesting necessary documentation to clarify the situation. However, the player had not responded to the team's inquiries, leading to the complaint being rejected due to insufficient information.
Cadoola Casino - Player's withdrawal is delayed.
Amount: €140
Cadoola Casino
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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2 months ago
Translation
Since August 30, 2024, I have been regularly trying to get information via live chat about the status of my withdrawal because it is supposedly completed. However, there is no sign of money in my bank account yet. In chat, they say there are either problems with the payment provider, or I need to be patient, or that I should receive an email with an ARN code. So far, this has not happened. They also keep telling me in each chat that the issue has been forwarded to the responsible department with utmost urgency, as I have been waiting since August 30, 2024, and have contacted support at least twice a week. But nothing is happening, and my money is still not in sight. What can I do?
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2 months ago
Dear chalakalff2015,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- What payment method did you use for the withdrawal?
- Could you please provide your payment provider's transaction history since the day of your withdrawal request?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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2 months ago
Translation
Hello, I'd be happy to send you something by email. I had another chat today and suddenly I received an ARN CODE, but my bank can't do anything with it, they say that Cadoola has to do it, not my bank. I can't send a deposit receipt because the good money came from the casino's nd fs and successful implementation. But I'll send what I have. And before that I deposited via funId and the withdrawal worked without any problems... best regards, s.ch*****
Edited by a Casino Guru admin
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2 months ago
Dear chalakalff2015, I have not received any email from you. Could you please send it again?
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2 months ago
Dear chalakalff2015,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
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Hello, I have now sent everything again, for me they were sent on 4.10
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2 months ago
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Update: I started a chat the day before yesterday and it said that they had not paid it out to the IBAN but to Funid. But that definitely did not happen. Because in the history this amount is not listed there. The casino then just said that I should contact Funif and I also chatted with Fun ID, they said there is no entry and that I should contact the casino. So it was a back and forth.
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2 months ago
Dear chalakalff2015, could you please provide your payment provider's transaction history since the day of your withdrawal request?
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2 months ago
Dear chalakalff2015, I have not received your payment provider's transaction history since the day you requested your withdrawal.
I only received the transaction history of your casino account.
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2 months ago
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Do you mean my bank statements from Sparkasse or funid?
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1 month ago
Dear chalakalff2015, yes, exactly, please send it to my email address dominika.l@casino.guru.
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1 month ago
Dear chalakalff2015,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Thank you very much, chalakalff2015, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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1 month ago
Hello chalakalff2015,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Cadoola Casino representative to join this conversation and participate in resolving this complaint.
Dear Cadoola Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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1 month ago
Translation
Oh great...I had several chats with the casino, the provider funid and my bank and the arn code was not relevant or helpful for me when researching. In the end the casino said they had paid fun id 140 euros but there is no entry from the casino with 140 euros
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1 month ago
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And fun id didn't want to help anymore and referred me back to the casino and that's how it works very August
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1 month ago
Dear all,
Kindly be informed that the customer withdrawal had been already paid out at 2024-08-30 00:37:12 , to his FUN ID account , we would kindly ask her to check the FUN ID balance history and to contact FUN ID support , from our side the withdrawal is complete and paid out.
Best Regards
Cadoola Team
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1 month ago
Translation
I have already done that and also presented the history and also contacted duoport. The 350 went to fun id but the 140 euros did not go to fun id or to my bank account and also not back to the casino balance. And so often in the chat with you something different was said. So far there is no gold and I am entitled to my winnings or a compensation! And fun id says there is no money incoming and also in the history as I said there is no money incoming
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1 month ago
Dear Cadoola Casino,
Thank you for your response and the information provided. Could you send us proof of payment? You can send it to my email address, stefan.m@casino.guru.
I'll be awaiting your reply.
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1 month ago
Dear Stefan,
Kindly be informed that proof of the payment was send to the email you had provided.
Best Regards
Cadoola Team
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1 month ago
Dear Cadoola Casino,
Thank you for your response and the information provided.
Hello chalakalff2015,
The casino provided me with proof of payment. It appears that you should have received the 140€. Could you double-check whether you have received these funds?
I'll be awaiting your reply.
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1 month ago
Translation
Hello, I have already sent you an email. I had already emailed the transaction history to my colleagues but now I have emailed it to you again. What is mysterious is that the casino no longer appears in the history! Neither deposits nor withdrawals, which was previously the case.
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1 month ago
Hello chalakalff2015,
Thank you for your response and the information provided. Could you provide us with the original PDF bank statement from the FUN ID? I am afraid, that the screenshots won't be sufficient as proof. You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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1 month ago
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I'll ask there if that's possible, because so far I haven't been able to find anything like that there
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1 month ago
Hello chalakalff2015,
Thank you for your response and the information provided. Please let me know once you receive the bank statement in a PDF file.
I'll be awaiting your reply.
