The player's account got blocked for an unknown reason. The casino responded and stated that the account was closed due to detecting links to multiple other accounts. It was decided that the player should be able to complete the verification process. Unfortunately, after providing the required documents, the player was informed that they had failed the verification process due to having received the money in their bank account from the user of one of the other accounts. The player explained that she played at the casino from college, as did approximately 14 of her friends, and one such friend was the user of the other account. After much discussion and a review of all of the evidence and information provided, the casino decided to pay the player their winnings in this case. The player received the payment and the complaint was resolved.
Cadoola Casino - The player's account got blocked.
Amount: 18,000 R$
Cadoola Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Recently my friend showed me the Cadoola casino I registered and played at the casino.
However, my experience is being one of the best, I registered correctly and started to play, I managed to learn everything right and started to like the casino games.
But recently they blocked my account and they don't tell me why I already contacted support but they just say the same thing that this was a decision of the administration and when I enter my casino account it says that my account was closed at my request , I didn't make any request to close my account because I was really enjoying the casino and that happened.
I don't know what you can do to help me get in touch with them and be able to solve my situation, c for a matter of documentation, photos, proof of residence I have all of them right I can scan and send to the casino without any problem.
I hope you can help me understand what you hear, I'm waiting for you
An observation is that this happened from the moment I started to withdraw the funds won and then they did that I can no longer log into the account, but until then without me withdrawing nothing I played normal.
Hello mahferrazprado,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadoola Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account fully verified? Did you accumulate your balance with real money or did you use a bonus? How much did you deposit into the casino in total. When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Nick
Yes the account has been fully verified and any additional supporting documents are needed I will be happy to provide.
I never used any casino bonuses, all winnings were with real money placed by me, physical personnel, by pay4fun bank.
I don't know exactly the amount deposited per min, more or less adding the deposits I have a base of R$2599.
The last time I spoke to the Casino was exactly a few days before my account was closed due to having made a bet worth R$800 on the cash crab game on 08/13/2022 at 11:14 am with the id of bet =>222.5189165
It was a complaint about this bet because I caught the ball with the claw and the game did not count my winnings and still consumed the bet worth R$800 I spoke to the attendant and after about 5 to 7 minutes they came with the answer that the support would contact me by email I was waiting but that didn't happen and I continued playing unfortunately with this dissatisfaction.
An observation that I have is that my friend introduced me to this Casino, I really liked the casino of the games and that's why I did everything right and even avoided talking to the customer service if it was to complain about something, I took countless people to play at this Casino in college more or less me indicating there were 14 people and they all liked it a lot
And if you need, as stated above, any documents you need to prove my ownership, I am willing to provide them.
Thank you in advance for helping me get in touch with GRANDE CASINO CADOOLA
ATT:MAHFERRAZ🌟
Hello mahferrazprado,
Could you please forward your communication with the casino to nikolas.b@casino.guru?
I'm sorry but I was very calm about the Casino and enjoying it a lot, I would never have imagined that this would happen and that's why I didn't take a print of the conversation I had with the support but they have recorded the move and can locate it by the move id mentioned above.
Thank you mahferrazprado for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello mahferrazprado,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Cadoola Casino to join the conversation and participate in the resolution of this complaint.
Dear Cadoola Casino,
Can you please explain the reason for the player's account having been blocked?
Kind regards,
Adam
Good day,
Thank you for reaching out.
The customer's account was closed pursuant to the following points in our Terms and Conditions accepted by the customer during registration:
4.1. By opening an account on our Website and by using our Website you warrant that:
<...>
-you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
<...>
9.1. The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
<...>
-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
<...>
9.4. Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
-immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
-permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
-void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
-void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
<...>
Before the review was conducted and account was closed, the customer withdrew a portion of the winnings that is higher than the amount of her initial deposit. Therefore, the remainder of the winnings was confiscated.
Please let us know how we should provide the supporting evidence for this case.
Thank you for your cooperation.
Sincerely,
Cadoola
Hello Cadoola,
Thank you for your response and for explaining the situation. Please forward supporting evidence directly to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
Dear Adam,
Thank you for your cooperation. We have emailed you the evidence for this case.
Please let us know if there are any questions.
Sincerely,
Cadoola
Thank you for sending the evidence requested, please see my reply by e-mail.
Dear mahferrazprado,
I have received evidence from the casino which appears to show your account is linked to multiple other accounts registered at this casino and also a partner casino of the same brand.
I am waiting for further information, but I would like to ask you - is it possible that more than one account has been registered by you, or perhaps someone else that lives with you and shares your IP address/internet connection?
Kind regards,
Adam
So let's go
1=>I want to make it very clear here that I don't want to offend anyone in any way and I also don't want to accuse anyone of anything, I just want to defend myself and make my intention clear in the face of all this situation that happened to me
2=> the casino accused me of collusion I didn't and I also don't think it's right to make any kind of agreement with another player to be able to benefit from this type of illegal platinum, and I also see that this collusion platinum happens a lot in poker games and cards where players can make deals with each other in order to make other players lose
Where it was not my case because I didn't play this type of game and I don't even like to play this type of game.
I did play the cash crab game where I played without any cheating because it is inevitable to cheat in the cash crab game maybe Casino guru doesn't know what this game is but allow me to send some parts of this game that I recorded even to Casino guru to understand better this kind of game
And there are also several situations that happened that the manager of the Cadoola casino doesn't go into details so that's why I come here to talk.
That this cash crab game often has errors that happen and that we will talk to the support and they say that you have no right and that we made a mistake and we didn't catch anything, where we saw that we got it right and even then they don't give the right for your play this happened several times and I don't know how it is now because since when this happened to my account I don't play anymore.
3=> this cash crab game often happens that the claw gets weak to make the player lose on purpose, I say this because it has happened to me several and several plays that I played exactly right and the claw was weak or took the ball up and soon after, he dropped it because he had a weak grip and how many times I put it to play and the grip stuck and didn't go right or left to any corner, making me lose the move and that exactly when I bet the highest and I knew exactly that my browser cashe and that my internet was not bad nor that my cell phone or computer was freezing, and I contacted support, they said that my move was lost and that I had no right and gave the excuse every time it was for clear the browser's cashe and make sure it was logging in through the Google chrome browser and it doesn't just happen with cash crab, it also happens with the crab bonus that the claw gets weak and you can see nit Obviously it wasn't a mistake on your part
This unfortunately happens and at no time did I fail to play correctly without cheating or colluding as I was accused
4 => this issue of my account being blocked was after a long time I was using the casino while I was using the casino depositing and nothing won it was ok I contacted the casino and the support didn't say anything everything was normal because I didn't win anything, I just deposited and lost because I played to have fun and spend my time, after I started playing and little by little I increased the values of my bets and won something.
I got to bet the highest amount I had, which was R$3,500 reais and R$5,200 reais came back, that is, I only won R$1,700 reais on my bet and with that I was winning something and from that moment on I started to withdraw the money I was earning, I don't think this is wrong because I won cleanly and fairly without offending or harming anyone.
But I soon realized from the delay in the withdrawal that problems would start from there for having won a high value.
5=>Casino says that Before the review was carried out and the account was closed, the customer withdrew a portion of the winnings that is greater than the amount of his deposit
At no time was I notified even by online support or by email that my account was being reviewed for any reason and I was aware that my account was being verified or that they were suspicious of something I would certainly not have made any withdrawals. and I would certainly have waited for the analysis to be completed, because in my life I have always been fair and in no way do I want anything that is not mine or that came from some kind of cheating I will never want something like that
6=>soon after the Cadoola casino says it would provide evidence for this case and then the Casino guru posts like this
I have received evidence from the casino that appears to show that your account is linked to several other accounts registered at this casino and also to a partner casino of the same brand.
Does Cadoola Casino accuse me of collusion and then say send proof of multiple accounts?
Regarding my person having created several accounts with the same cell phone, I'm sure that didn't happen but referring to someone else having created an account with the same connection IP number, I can't control it I live in a condominium that has a wi-fi connection shared with about 10 families I can't and can't even have control over it unfortunately I just wish I could have an account at the Cadoola casino that's more impossible neh
And I also wanted to say that I had an account at the casino casino too, but as far as I know it's not wrong to have another account on a partner site, because they are different casinos and I didn't see a clause where it says I can't have an account at other partner casinos.
And I appeal that I would like to continue playing and that you don't block my accounts either on Cadoola or Casinia because as you say before I didn't and I don't cheat you can continue verifying the account, I'm open to be able to prove any documents you need and regarding the connection IP unfortunately so I can't answer but rest assured that this problem will be resolved if I am given the opportunity to continue playing at the casino.
And as I said at the beginning, I'm not here to defame or harm, I just want to resolve and remedy any misunderstandings with the casino.
Thank you very much for the right of reply.
Dear mahferrazprado,
Thank you for your response, I appreciate your comments.
I am currently discussing this case with the casino via e-mail, and will provide an update here shortly.
Kind regards,
Adam
Good day,
Thank you for your cooperation.
Upon our discussion, we have decided to give an opportunity to the customer to complete the verification process.
In case of successful completion of account verification, the customer's winnings will be returned. We have also reached out to the customer via email with a list of the needed documents.
Please feel free to contact us if you have any questions.
Best regards,
Cadoola
Expensive
Casino gur(Adam)
Cadoola casino(Rep)
I would like to thank you for the service so well performed and for the professionalism with which you handled everything, including small details that many others would miss.
It's jobs like this that make me not only trust you and your work, but also recommend your services to everyone who has the opportunity.
Once again, thank you so much again.
Sincerely, Gratitude
(Marisa F***** P****)
Dear Cadoola Casino,
Thank you for your response and assistance with this case.
Dear mahferrazprado,
To clarify your last response, could you confirm that the issue is resolved and you are happy for the complaint to now be closed?
Kind regards,
Adam
Dear mahferrazprado,
I have received your e-mail, please do keep us up to date with the progress of your verification.
Kind regards,
Adam
I'm trying to send the documents,
But it is saying that there was an error and the email is not sent, 2 times it was sent and this happened.
Do you have any more email addresses where I can send the documents for verification?
Dear Cadoola Casino,
Can you please advise on where the documents should be sent?
Kind regards,
Adam
Good day,
The customer may use the support email address and the documents will be forwarded to the relevant department from there: support@cadoola.com
Please feel free to contact us should you have questions.
Sincerely,
Cadoola
Thank you Cadoola Casino.
Dear mahferrazprado,
Please keep us updated on further progress.
Kind regards,
Adam
Expensive
Just updating the progress ok
Yours sincerely,
mah
Thank you for the update, mahferrazprado.
Do I understand correctly that you are still waiting for your documents to be approved?
Kind regards,
Adam
Hello mahferrazprado,
As you are still waiting for your documents to be approved I will extend the timer. Please inform us of any further developments.
Kind regards,
Adam
Hello
I came by means of this message to know what you hear and also to let the representative of the Cadoola casino know that I am informing my documents as requested by the same.
And ask if the documents are reaching the same because from what I can understand they are not reaching the responsible department.
=>1
👆👆=>1This was the 1 email sent on 10/06 to my email informing me which documents and how I should send it and which email to send it would be
Kyc@cadoola.com.
=>2
👆👆=>2I replied to the email several times then it was always this message I received from gmail.
=>3
👆👆=>3Soon I informed the Casino and Adam from the casino guru what was going on with the email and the casino representative guided me to send the documents to the email support@cadoola.com
Which would be forwarded to the relevant department there.
=>4
👆👆=>4E was sent as instructed by the Casino
As soon as it was shipped I let the Cadoola casino representative and Adam know.
Adam replied are you still waiting for your documents to be approved?
And I put that yes, I'm waiting for approval...
Hello mahferrazprado,
Thank you for the update.
Dear Cadoola Casino,
It seems that the player has sent the documents to the correct e-mail, can you please confirm if they have now
been received?
Kind regards,
Adam
Good day,
We confirm that the documents were received on our side. We received the most recent set of documents today and the financial department is checking those. If anything else is needed, we will let the customer know shortly.
We appreciate your cooperation. Please feel free to contact us if you have any questions in the meantime.
Sincerely,
Cadoola
Hello Cadoola Casino,
Thank you for the update.
We will extend the timer and wait for further information.
Kind regards,
Adam
Good afternoon 🙏
Expensive
Cadoola Casino
Adam
They answered the email about the documents sent asking for pay4fun historical PDF from the 27th of July to the 20th of October (3 months).
And domestic bill (proof of residency) in PDF
The documents were sent and the response was as follows
And my answer to them was this today
The PDF of the nas account has a password because I sent it to another email and it opened normally, depending on the way you are opening it there.
And the pay4fun account history you requested from the 27th of July to the 20th of October (3 months). However, note that the days that there are no transactions do not appear, only the days that there were transactions are shown in PDF history.
I would like to ask
Dear Adam, do you have any email address that I can send you this proof in PDF so you can see that you don't have a password and can you please pass it on to the casino representative?
As mentioned before, print of the conversation between my people and the pay4fun attendant informing that it will only show the days that there were transactions.
Hello mahferrazprado,
Thank you once more for the update. I can confirm I have received copies of the documents and have had no problem accessing them.
Dear Cadoola Casino,
Can you please confirm if you have also received and been able to open the documents requested and if anything else is needed?
Kind regards,
Adam
Dear Cadoola Casino,
The player has contacted me and stated that all of the documents requested have been received and accepted, but that further documents have now been requested. Could I ask you to please clarify the situation once more?
Kind regards,
Adam
Good day,
Yes, we have received and checked certain documents from the player. Our financial department still requires the transaction history statement as proof of deposited funds as we informed the customer via email.
Please let us know if you have any questions.
Thank you for your cooperation.
Sincerely,
Cadoola
Expensive
Casino Cadoola
Adam
I have already sent the pay4fun transaction history as requested, I can send it here in PDF format and as an attachment if you need to review it.
Dear Cadoola Casino,
Was something wrong with the document the player has already sent to you? If so, please specify here so that it can be rectified.
Kind regards,
Adam
Dear Adam,
We have requested the PIX transaction history as proof of funds transferred to Play4Fun before deposits. We did not receive it yet. If the customer sent the document but it was not delivered for some reason, we kindly ask him to resend it.
Thank you.
Sincerely,
Cadoola
Dear Cadoola Casino,
Okay, I will send my personal bank history for the 4 months as requested to prove the pix made for Pay4fun.
However, there are names of people and companies that are sampled in my bank history.
I will send the history only with the names and deposits made to Pay4fun bank the sample ok
The other names, documents and values of individuals and companies I will restrict.
Hello mahferrazprado,
Thank you for letting us know.
Dear Cadoola Casino,
Can you please advise if this is acceptable?
Good day,
Thank you for reaching out.
Please note that the transactions with dates and names should be visible on the transaction history. As of now we did not receive any document from the player and therefore are not able to provide the feedback.
Thank you.
Sincerely,
Cadoola
Thank you for the update, Cadoola Casino.
Dear mahferrazprado,
Please let us know when you have sent the document.
Kind regards,
Adam
Expensive
Casino Cadoola
Adam
I have already sent my personal bank transaction history as requested in PDF format and attached.
Thank you for the update, mahferrazprado.
Dear Cadoola Casino,
Has the document been received and is it now sufficient?
Kind regards,
Adam
Good day,
Thank you for your patience.
The review of the documents was concluded and the account did not pass the verification procedure. The customer's account remains closed pursuant to the points in our Terms and Conditions cited previously in this thread.
Please advise if we may send further evidence to the same email address we sent it before.
Thank you in advance.
Sincerely,
Cadoola
Hello Cadoola Casino,
Thank you for the update, please do supply any additional proof to adam.m@casino.guru.
Kind regards,
Adam
Good Morning,
I see the same situation happening again, you asked for several documents and you were making time pass with various situations
I sent all the documents exactly correct as requested and I would like to know the reason for this decision?
Because I did exactly as asked and all documents are legitimate and original.
Thank you for the additional information, Cadoola Casino, please see my response via e-mail.
Dear mahferrazprado,
The casino has provided further evidence of your account being connected to other accounts, not just by the same IP addresses but also by device and internet cookies, personal addresses, and passwords.
Also, there is evidence that shows you have received transactions to your bank account (according to the statement you have provided for verification) from the user of one of these other accounts, and on the same dates that this other player was playing at the casino.
Are you able to provide any explanation for this?
Kind regards,
Adam
Expensive
Adam
Cadoola Casino Representative
Are you able to provide some explanation for this?
Yea!
Representative says there is evidence that I received transactions in my bank account (according to the statement provided for verification)
In the first post I made showing what had happened, I clearly reported that a friend had shown me the game and that from then on I registered and played at the casino.
really enjoying the casino games and the support for helping me with some games I didn't know, I introduced the casino and the games to my college friends as reported in my third post
totaling about 14 people from my college
And for being part of my college life and my circle of friends it's normal for us to make pix because we are in the 21st century so physical money is very difficult to use nowadays, even from my way of seeing if the casino is going to take the account of all the players and is going to do this type of process of verification vera that there may be transactions in the personal bank of players from the same casino, because today the pix facilitated a lot of values between people, because with it it is possible to pay for purchases, transfer and receive money instantly. Oh, and it's all done over the phone, which makes the process easy, fast, simple, secure and free of charge.
And after having read and analyzed the whole event of how my account got blocked (Cadoola Casino Representative) together with (Guru Casino Representative) they talked and decided to give me an opportunity to verify my account with a list of documents necessary being they
1=> A screenshot of your Pay4Fun wallet (page(s) with your personal data, account number, address).
2=> A photo of your household utility bill. It must be no more than six months old and show your name and current address.
3=> The transaction history of your Pay4Fun wallet in the last 3 months, which must prove the origin of the funds in your game account. All information in screenshots (dates, transaction details, browser address bar, browser window) must be clearly visible.
4=> identity document
Please send all necessary documents indicating your login in the email.
And from what I understood about the opportunity for the customer to complete the verification process would be verification on these documents where I am absolutely sure that the casino did not find anything wrong with these documents
And as I've always said, I'm totally at the disposal of the casino and adão
once again thank you very much
ATT:MAHFERRAZ🌟
Dear mahferrazprado,
Thank you for your response, and explanation regarding the payments. Can you also explain how more than one account has been accessed from the same device?
Dear Cadoola Casino,
I would like to ask you to respond to my previous e-mail.
Kind regards,
Adam
Dear Cadoola Casino,
There appears to have been some problem with our e-mails not being received. I have just sent you an e-mail, can you please confirm it has been received?
Kind regards,
Adam
Dear Adam,
Unfortunately, it seems we are not receiving any of your emails. Could you please try sending it to kyc@cadoola.com instead?
Thank you in advance.
Sincerely,
Cadoola
Hello Cadoola,
I have now sent the same to kyc@cadoola.com.
Please let me know if it has been received.
Kind regards,
Adam
Dear Adam,
We have received your email, thank you!
We will reply soon.
Sincerely,
Cadoola
Dear all,
Please let us know if anything else is needed from our side.
We appreciate your cooperation.
Sincerely,
Cadoola
Dear all,
This case and the evidence provided are still being reviewed. Unfortunately, more time is required for us to bring this case to a conclusion, thank you for your continued patience.
Kind regards,
Adam
Dear mahferrazprado,
You have sent the casino the transaction history of your Pay4Fun wallet in the last 3 months, as part of the verification process. Can I ask you please to send me the same statement to my e-mail, adam.m@casino.guru?
Kind regards,
Adam
Dear Adam,
I will send the transaction history of my Pay4Fun wallet in the last 3 months to your email mentioned above.
As requested above.
once again thank you very much
ATT:MAHFERRAZ🌟
Hello all,
Once more, due to its complex nature, this case is still being discussed and more time is required.
I will endeavor to provide a conclusion as soon as possible.
Kind regards,
Adam
Good day,
We would like to apologize for the delay once again. We are taking the time to carefully review all the details of the case once again and we will get back to you.
We appreciate your patience and cooperation.
Sincerely,
Cadoola
Hello Cadoola Casino,
Thank you for providing an update, we will wait for your response.
Kind regards,
Adam
Dear mahferrazprado,
There has been no further response from the casino, I will contact them once more.
We would like to ask Cadoola Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
Dear all,
Thank you for your patience.
Upon reviewing all the additional facts and evidence, it was decided to pay out the winnings to the customer.
We appreciate your cooperation. Please let us know if you have any questions.
Sincerely,
Cadoola
Hello Cadoola Casino,
Thank you for updating us on the situation, and for your assistance.
Dear mahferrazprado,
Please let us know when the payment has been received and we will close this case as 'resolved'.
Kind regards,
Adam
Good morning
I come through this message to thank you immensely
Both Adam and cadoola casino for giving me the right to receive winnings.
And I saw today that I had already received it, I was really having a lot of financial difficulties.
And I come once again reinforces as I said Casino cadoola is a great Casino totally exemplary with the best games and totally transparent wanting to really bring the best to its customers
Support needs to be improved by some calls but this is the minimum
And I want to thank the casino guru, especially Adam for his exemplary professionalism by taking every case here seriously.
And as the Cadoola casino is a serious casino that fulfills its responsibilities, I would like to ask if it is possible for just one thing: the right to play at the casino again
If this is possible, I will inform the casino of the ips numbers that I will use so that no situation arises in this way again and in order to maintain transparency and responsibility between the two parties.
Thank you very much
ATT: MAHFERRAZ
Dear mahferrazprado,
Please understand that it is completely at the discretion of the casino if they decide to stop offering their services to you.
As you have received payment of all disputed monies, are you now happy for me to close this complaint as 'resolved'?
Kind regards,
Adam
Dear mahferrazprado,
Please respond and confirm if you consider the matter resolved. I will extend the timer once more.
Kind regards,
Adam
Goodnight
I'm sorry for the delay, as I said before I'm pregnant and in the final stretch so I couldn't answer these days.
Adam I confirm that the case regarding the cadoola casino has been resolved, as I said before the case has been resolved I am very grateful
However, Adam, an observation is that I would like to play at the casino again, as he said, it is an exemplary casino and I did not want to stop playing
If the casino can c position this I would be very grateful
And also Adam, one thing that happened is that Cadoola casino blocked my account due to all the situation and misunderstanding that occurred but all the other accounts that are from different casinos and are partners of Cadoola casino were also blocked exactly because the other casinos are partners from Cadoola casino.
The casinos that blocked my account regarding cadoola casino and for being partners are
Cadabrus, Rabona, Nomini, Wazamba, Zulabet, Librabet, Lightcassino, Campobet, Alfcassino, Boa Boa, Yoyo, Buran, Cassinia, Malina
I understand that Cadoola casino may not allow me to play, now block all of these so I don't play in any?
Hello mahferrazprado,
As mentioned, it is entirely at the discretion of the casino if they wish to cease offering their services to you, and this indeed may include all of their related brands. I am afraid we can have no influence on the casino's decision regarding this.
As you have confirmed you consider this matter to be resolved, 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,
Adam
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