The player from Spain had two pending withdrawals totaling 500 EUR since the previous Sunday and had contacted customer service daily without resolution. Despite depositing over 1,000 EUR that month, the withdrawals remained unprocessed, and he decided not to deposit further until the issue was resolved. We informed him that it was usual for withdrawals to take some time and advised patience, suggesting a 14-day waiting period. The player later confirmed the problem was resolved, and we marked the complaint as resolved.
Cadoola Casino - Player’s withdrawals have been delayed.
Amount: €500
Cadoola Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Since last Sunday, I have had two pending withdrawals amounting to 500 EUR. I have contacted customer service almost daily seeking a solution to the problem, and they have done absolutely nothing about it. All I receive are apologies.
This casino is terrible. They make it very easy to deposit but it is an ordeal to receive a withdrawal, especially considering that I have made deposits totaling over 1,000 EUR this month. As a result, I will not make another deposit until I receive my pending withdrawals.
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5 months ago
Dear Winter1973,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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5 months ago
Translation
They have not yet requested account verification, it is the first time I have had this type of problem with an online casino, I hope they solve the problem as soon as possible.
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4 months ago
Thank you for your reply, Winter1973. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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4 months ago
Dear Winter1973,
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,
Kristina
Casino.Guru
