Cadoola Casino - The player's account got closed.

Hello, good afternoon. Last night I decided to create an account in this casino and I deposited 475 euros. I played and made profits up to 4200 euros. My first surprise is that when it comes to withdrawing, the casino only allows you to withdraw 500 at a time and only one transaction every 24 hours. I make a withdrawal, today I log in to see how the withdrawal is going and it won't let me in and tells me that the account has been frozen. I contact customer service and they tell me that as we had agreed my account had been closed. Hello? if you believe it the night before and had a balance of 4200 euros. What I think is that they do not want to pay. I need help because I see it super unfair, thanks

Hello elywinehouse,

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 you did verify your account? Did you accumulate your winnings with real money or did you use a bonus? Did the casino explain the reason of closing your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, good afternoon, no, I did not verify my account, I simply registered, added money, 475 euros to be more exact, which I converted into 4,200 euros of real money. They didn't even give me documents to verify accounts or anything. They were quick to enter, but not to pay. They blocked my account and they told me in online chat that they can't do anything, that it's a matter of the financial department

Hello, good afternoon. They have managed to find out something about my case. I have sent another email to cadoola casinos, because they have not responded to me since Saturday, and through the online customer service chat they only give me a long time, they say that they cannot do anything. I don't think it's fair that you deposit some money and when you go to withdraw some winnings they close your account, which is not the first time that has happened to me in a casino

Hello elywinehouse,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Hello good afternoon, I just sent it to your email, thanks

Hello elywinehouse,

It is quite common that the casino do random checks on player's account. I believe that once you get verified and they won't find any irregularities within your account, they will reopen it. Can you please clarify the exact date since it is closed?

Good afternoon, I don't think they'll open it again, the casino doesn't respond to me by email, and by online chat they say they can't do anything. They have not requested any document to verify, they have directly closed my account. They also told me that they did not give me the winnings, but they did give me the deposit of 475 euros that I made. They say that they reimbursed me on 06/8/2023 and today I have not received any deposit in my account. Is that legal? Can't you do anything? It is outrageous. I opened the account on 06/07/2023 and it was closed on 06/08/2023

Good evening, has there been any news? In the casino they are teasing me in a bad way

I would like to ask Cadoola Casino to join us and help us resolve the player's issue.

Dear Nick,

Please be informed that we have sent you an email to nikolas.b@casino.guru under the subject line "Regarding the account of the customer "elywinehouse" with the explanation of the account closure.

The refund of the last deposit is currently being processed and we are investigating the reasons why it hasn't reached the customer's account yet.

Best regards,

Cadoola Customer Support

Dear elywinehouse,

The casino forwarded us relevant evidence proving that you created multiple accounts which is strictly against the casino terms. They have also provided a proof showing that you mentioned gambling addiction which automatically leads to account closure.

As you did create 2 separate accounts, while your first one was self-excluded, the casino is obligate to refund only your deposited amount and you are not eligible for any winnings.

Please let us know as soon as your deposited money will be refunded so we can close the complaint accordingly.

Aha, well I didn't know nor did I see those terms. But why does it allow you to create multiple accounts without verifying anything? If I don't make a profit and I lose the deposit, and I deposit again and I lose again, they don't say anything that I have multiple accounts. but how do I get profits, so if the duplicate is noticed. The truth is that they are the worst, because the second account I had had 40,000 euros of benefits, come on, I was not going to see a single euro. Thank you for your help. I hope that they at least reimburse me for these 475 euros, although there were several deposits from the second account until I closed it...can I claim that for having made a deposit having closed an account or is it not worth it? Serious casinos ask you for verification of both identity and bank documents.

What cannot be consented to is waiting for a refund for a month

7 days without receiving a response from any of the parties and what is worse, neither received the money nor the mail from the financial service of cadoola casino. I find it totally outrageous. It's just that neither an answer nor anything, they don't seem serious at all

Hello elywinehouse,

Creating multiple accounts is against almost every single online casino's term and you should never create more than 1 account in any of them. Unfortunately, the casino is not able to detect multiple accounts right away and they mostly find out about it during the verification process.

Dear Cadoola Casino,

Can you please give us an update regarding the player's refund?

The problem is that, none of them have asked me for any documents to verify anything. And if, for example, a relative of mine uses my card and ID data and creates an account, what happens? In all casinos they ask you to verify the account and be able to play and withdraw, photo of the identity document, photo of the bank card and selfie with your identity document. Here they did not request or verify anything, just deposit and that's it. That is why I say that they only see the problem when withdrawing, if not, nothing happens. Let's see if they refund me the deposit, which I have been waiting for 45 days

Dear all,

Thank you for reaching out once again!

We would like to inform you that we are still investigating the reason the refund hasn't reached the customer's account yet. Rest assured that we will inform all parties as soon as we have updates on the case.

We thank you for understanding and apologize for the inconvenience.

Best regards,

Cadoola Customer Support

I am about to meet two months since I made the deposit and you are still investigating? To see that he had another account, they realized the next day and to see where the refund is for almost two months? a little serious please

Dear Cadoola Casino,

Is there any ongoing communication with the payment provider which is shareable with us and would prove that the investigation is ongoing? If yes, please forward it to nikolas.b@casino.guru.

Dear Nick,

We have sent you an email to nikolas.b@casino.guru.

You can find it under the Subject line "Proof of the communication with the payment provider - Cadoola"

Best regards,

Cadoola Customer support

If it's not too much to ask, you can forward it to my email. And on the other hand, cadoola casino is very difficult to find, what is the problem? It's been two months since that

And good? It's been 8 days now, and I still haven't received a response from either party. This is already starting to be desperate and exhausting, after 64 days

Dear Cadoola Casino,

I can understand that you had to cover the private information in the communication but there is basically nothing to cover. The screenshot unfortunately does not contain any information which would refer to this case and can't really be considered as relevant. I can understand that it is up to the payment provider to process the refund and not the casino but it should not take so long either way. Would it be at least possible to send a more relevant proof so we can at least know for sure that the issue is being handled by you or the provider?

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.

Good morning Nick, incredible that two and a half months and almost 3 months later, the casino has not given any accurate response. Could you send me the document that the casino sent you, since they do not respond to my emails or have contacted me at all

Dear all,

We are happy to inform that we have sent an email with the transaction confirmation number to the customer's email address. You can use the information to check the transaction status with your bank.

We hope this helps resolve the case.

Best regards,

Cadoola customer support

Good afternoon: I did receive the email with the transaction number, but neither the agents can see the transfer with that number nor have I received the money. I will wait until tomorrow to see, since if it is an international transfer it may take up to 5 business days. If it was supposedly sent last Thursday, if we count Thursday, it should have arrived today. If you count from the next day, that is, Friday, it should be there tomorrow. If it arrives tomorrow, I will notify you here

Hello elywinehouse,

Be sure to wait a few more days for such transactions to be processed. I will set the time back to you so please let us know in case of any update.

Good morning, two weeks after sending me the email with the transaction number, I still have not received the money. So extend the date further, because this looks like it will be a month away, if it ever arrives. I would like to ask cadoola casino if you can look at the transfer status, thank you

Hello elywinehouse,

As the casino provided you with a transaction number, did you contact your bank to find out what happen with the payment?

Good afternoon, I have contacted my bank 3 times. I don't know how many times I've contacted Cadoola's customer service and they tell me that they call me urgent and I'm still waiting almost 3 weeks after they sent me a confirmation number. I have given that transaction number to my bank and nothing appears to them. Perhaps it is another failure of the casino and its operator, and the same problem occurred again, which they said they had sent it on June 12 and it still had not arrived. This is already incredible, I don't know what to do, but with a transaction number I don't do anything, because nothing appears for my bank (REVOLUT) and the cadoola customer service does not help me with that either. They report me to support, but then weeks pass and nothing

Here is the proof that I communicated with my bank, I ask cadoola casino to track the transfer

This is another test of communication with my bank 5 Minutes ago. What do I do if my bank cannot see the transfer with that transaction number and support@cadoola.com does not respond to my emails and the casino's customer service team never knows anything

Good morning, I would like to ask casino guru to ask cadoola casino for any update or proof that they are handling the case, since they do not respond to me by email, thank you. I have been waiting for a month since they gave me the transaction number for which they had sent me the payment and I have not received anything

Dear Cadoola Casino,

Could you please recheck if the transaction was really made by your payment provider? Wouldn't be there any option to still revert the transaction and send it again or by a different payment method to the player?

Dear all,

We would like to inform you that we double-checked with the payment provider again, and we confirm that the transaction has indeed been processed successfully on our side.

We would like to ask the customer to send us an email with the bank details of the bank to which they are expecting the funds to arrive.

Thank you in advance.

Best regards,

Cadoola Customer Support

Good afternoon cadoola casino. Just as you asked, I just sent you everything you asked for to your email.

The account is Revolut, the day I made the deposit I did it by card, not with transfer, I don't know if that is the problem. Wait for your response, thank you

Good afternoon Casino cadoola, three days ago I sent you details of the full account of my Revolut card. Yesterday I sent the details of another account that I have at CaixaBank, to see if they could send me the money there, and I have not received a response either. I think that just because of the inconvenience and after 4 months, they should speed up the process a little and not make me wait so long. Just because of the long waiting time, they should also pay me the profits, not just the deposit 😉. I hope they expedite this now, I want to finish this after 4 months, thank you

Dear customer,

We would like to inform you that we haven't received any new emails from you regarding the payment method to which the payment was expected.

Could you please confirm that you sent the information to support@cadoola.com?

We kindly ask you to provide the requested information again to the email address stated above, so that we can check this once again.

Thank you in advance!

Best regards,

Cadoola customer support

Good afternoon, I just sent it to you again.

there you have the graphic proof, thanks

Dear Cadoola Casino,

Was the information provided by the player enough? Could you find out anything new regarding the payment?

Good afternoon casino cadoola, a week ago I sent you the details of two accounts. I opened this account 4 months ago, two months ago they sent me an email confirming that I had made the transfer and I haven't received anything. Does he have something that justifies that he has made the transfer, because I am starting to think that they are not taking me seriously

Dear Customer,

Please be informed that we have sent an email to you, requesting the full bank statement for the month of June in PDF format. Please provide it as a reply to the email we sent. You can find it under the subject line "Regarding your case on Cadoola - additional information is required"

We are awaiting for your reply.

Best regards,

Customer support

Good afternoon Cadoola Casino, I don't know if they have my email wrong, or they are sending it to someone else, because I haven't received that email. And I have looked at all the folders and even the Spam. I only received an email from you two months ago that you had made the transfer that never arrived and nothing more, to the rest of the emails you have not responded or confirmed anything. Anyway I just sent it to support@cadoola.com, thanks

Good morning cadoola casino, after investigating and asking several agents in the online chat on your page, I found a very kind colleague of yours, who of all the agents is the one who has cared the most in these 4 months, and she It gave a correct email address to send the documents from my country, which is support@cadoola303905.com, maybe that's where the problem is. I sent the statement for the month of June to that email, and she herself confirmed that it had arrived within two minutes. And from there he reported it yesterday to the finance department, so it shouldn't take long, since he sent it yesterday, thank you

Dear Customer,

Thank you for providing us with the requested documentation!

We have received a request for additional information from the payment provider.

We kindly as you to provide us with an extended bank statement for the period of June through July (inclusive). Please provide the documents to our support email address.

Thank you in advance!

Best regards,

Customer Support

Good afternoon casino cadoola, I just sent you the required documentation, I hope this solves the problem, thank you

Dear elywinehouse,

Could you please advise if there's been any update in the case since you forwarded the documents?

Good afternoon Nick, now they asked me to also send the statement for the month of July. I sent it to them by support@cadoola303905.com and they replied that it was fine but I had to upload it to my game account (which I can't because it is blocked). I connect to online chat and from there they tell me that I cannot upload documents through chat and that I sent it to kyc@cadoola.com. I send it to that email and they respond to me immediately that they are not checking that email. I reconnect to the online chat and they tell me to send it to support@cadoola.com. I tell the agent that I am sending emails to that address but I get no response, and I told him a colleague of his had previously told me that from Spain I should send it to the email address support@cadoola303905.com. Well, I sent it to that email again and support@cadoola.com. and I still don't get a response.

Dear Cadoola Casino,

Can you please clarify where exactly should the player forward the requested documents and when can or when can he expect a response from 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 all,

We have received the documents from the customer, and we are now checking for the transaction status with the payment provider. We assure you that we will get back with an update, as soon as there is one.

Thank you for your co-operation!

Sincerely,

Customer Support

Dear Cadoola Casino,

Is there any update in the case?

Dear all,

We have received a response from the payment provider, stating that the transaction was successful.

We have provided the customer with the screenshot, showing the transaction status, and asked them to investigate the matter further with the provider.

Thank you for co-operation in this matter.

Sincerely, 

Cadoola Customer Support

Dear cadoola casino, today I spoke with my revolut payment provider who investigated the transaction number that you gave me and said transfer does not appear, just as it does not appear to me in the two receipts that I sent you from the months of June and July, so I was told to contact you again as your payment provider may have sent the transfer but it has not been completed. Please review again, thank you. I attach a copy of the conversation

Dear Customer,

We kindly ask that you provide your Payment provider with the full screenshot, that we have sent you, and let them investigate the matter.

Thank you in advance.

Cadoola

Good afternoon cadoola casino, I have provided my provider with your transfer capture and I have also given you the transaction number that your payment provider supposedly sent me, and it does not appear to have been sent. Could it be that the transfer has not been completed? As you asked me, I sent you the records for June and July, and as you could see, no transfer from you appeared.

Dear Customer,

We are sorry to hear that.

Could you please provide us with the screenshots of your conversation where you provided Revolut with the screenshot we sent, and their official response?

Thank you in advance.

Sincerely,

CadoolaCasino

Dear elywinehouse,

Please provide the requested information to the casino as soon as possible and provide us with an updated.

Dear, thank you for your attention, here is the conversation with my revolut payment method

Dear Cadoola Casino,

As there player provided the requested information, is there any update regarding the case?

Dear all,

Please note that we requested another document (a bank statement) from the customer last week (07.12), and haven't received a reply yet. We kindly ask to provide the requested document for us to proceed.

Thank you in advance.

Sincerely,

CadoolaCasino

Dear cadoola casino, the same day they requested the document with the Bank statement, I sent it to the email address support@cadoola.com . I don't know if it didn't arrive or if I sent it wrong. In any case, I sent it again today and to other addresses that customer service has given me. Attached copies of emails and copies of the bank statement here too

Dear Cadoola Casino,

Can you please advise if the information from the player was sufficient and that is the current status of his issue?

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.

Good morning casino cadoola, I wonder if it is normal that after almost 7 months with this case, it still takes you 10 days to respond, it seems disrespectful to me

I would like to ask casino guru to extend one more week, I don't want to close the case after waiting 7 months now. I imagine that because of the holidays they are taking longer. Happy New Year

I would like to ask Cadoola Casino again to respond (based on the player's request)

Dear all,

Please be informed, that we are still waiting for information from the payment provider regarding the situation.

We thank you for your patience!

Sincerely,

Cadoola administration

Thank you Cadoola Casino for the update. Does it mean that the player has now provided all the requested documents? Please let us know as soon as you will hear from them or in case of any news.

Dear all,

The customer indeed provided everything required by the payment provider as of right now. We still have not received any communication from them. Nonetheless, we will make sure to keep you updated on any developments.

Sincerely,

Cadoola administration

Dear Cadoola Casino,

Is there at least any communication with the provider which would show that there actually is a communication ongoing with them?

Dear Nick,

We can provide evidence of the communication with the provider to your email. Could you please advise, as to which email address we should send it to?

Sincerely,

Cadoola

Please forward it to nikolas.b@casino.guru.

Thanks in advance.

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 Nick,

Thank you for informing us.

The email with proof of communication with the provider was sent to you.

We have also reached out to them from our side again, and received a reply, that they will investigate the case once again.

Sincerely,

Cadoola Administration

Thank you for the provided communication. As we are not sure how long it will take for the provider to resolve the issue, the complaint will be now prolonged for another 14 days and will be set on the casino.

Please let us know in case of any update.