Cadoola Casino - Player's withdrawal is delayed due to verification issues.

Have been on this site for years and have cashed out many times. Recently they stop ped allowing me to receive match bonuses...but I still deposited anyway..I had a withdrawl of 340 and now they are asking me to verify..I sent everything they asked for but they are denting all documents and refuse to give me a reason..they asked for 10 different things..I've never seen a site ask for some much...they are asking for bank and credit card statements from a year ago which I have provided but they are denying them and won't tell me why..I think the problem may be that both of my credit cards got compromised over the last year so I had to get new ones...there asking for old credit card info for a card that no longer exists..Lucky I had pictures of them saved which I sent and they approved..but they are denying the statements they requested and won't tell me why..even tho I sent them. Can you please help me sort this situation out ? Help me get my money from them. Thank you

Dear Ryanmc,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. To better understand and assist you with your case, I would like to ask a few questions to clarify your situation:

Are your bank statements the only documents that have not been approved by the casino?

Have you ensured that your bank statements include all the required details, such as your personal information (name, address, bank account number), and are they in the correct format and from the requested time period?

Have you informed the casino that the cards they are requesting statements from are no longer in use?

Have you reached out to customer support via email for assistance with the verification process?

Once you provide the above details, we will have a better understanding of how to move forward. I am here to support you in resolving this matter.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I had done all that numerous times..last I talked with them a few days ago I said I'm filing a complaint with casino guru....and now they paid me this morning said they no longer needed the documents lol..they must have seen the complaint to you guys lol...I think just the threat of you guys to some of these sites is enough for them to stop these delay tactics...thank you I have now been paid .

Dear Ryanmc,

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, 

Veronika Fritz 

Casino.Guru