Cadoola Casino - Withdrawal of player's winnings has been delayed.

I made a deposit and received some free spins, after which I played them and my balance increased to about 500 euros. I decided to play until my balance was 401 euros and then requested a withdrawal. The withdrawal was approved, and after a few days of waiting, it was still approved. Today, on 11/17/2024, I contacted the chat support, and they informed me that the maximum withdrawal amount from these specific free spins is 80 euros (which was not stated in any of the free spins' bonus terms). I then asked where my 80 euros, which I should be able to withdraw if 80 euros was indeed the maximum amount, had gone. The response I received from the chat was "Since your balance was 516€ in real money and you played it down to 400€, you already used the 80€ in question", which I find to be a ridiculous answer. After this, the chat was closed.

Dear voihanmisovie,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear voihanmisovie,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There has been no withdrawal and nothing new has been heard either.

Dear voihanmisovie,

Would it be possible to forward the communication between you and the casino regarding this matter along with your deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

I sent a picture of the deposit and withdrawal history. The page does not show the bonus or betting history.

Dear Voihanmisovie,

Thank you for your patience. Based on the information provided, if you continued playing after completing the wagering requirements, it appears that you indeed lost the €80. However, the casino should have capped your winnings to €80 immediately after the wagering was fulfilled, ensuring transparency about the maximum withdrawable amount.

I will now forward your complaint to my colleague, Peter (peter.c@casino.guru), who will assist you further from this point onward.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

Hello there,

Thank you voihanmisovie for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cadoola Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Voihanmisovie,

We hope you find this email well!

To help you with your request, we kindly suggest you to please share bank details as followed : -

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN/Account no.

• Bank Name

• Bank location (Country)

• SWIFT/BIC

We are waiting for your reply!

Best regards,  

Cadoola Team.

I sent the information by email.

Thank you for the update. Dear Cadoola Casino representative, please keep us updated about any new developments. Thank you in advance!