The player from Germany has requested a withdrawal two weeks ago but hasn’t received her money yet. The complaint was resolved with the help of the gaming authority.
Casollo Casino - Player is complaining about a delayed withdrawal.
Amount: €1,000
Casollo Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Since February 6th I'm waiting for my payment. I only get very evasive or no answers in the chat. It is a correct holding technique. My emails were not answered. No reaction from the finance department or the management. The casino is not recommended and is on the black list.
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4 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please provide me with more information and details regarding this matter? Did you complete the KYC (Know Your Customer) verification process in the past? I’m sure you understand that this thorough process might take few working days and without it, you won’t be able to receive any withdrawals. Please let me know if your casino account verification was successful in the past.
I would recommend checking casino review on our website before choosing one in the future. Please see the link below for Casollo review on our website (https://de.casino.guru/casollo-casino-rezensionen). As you can see from all of the information in our review, Casollo Casino is a bad online casino. We don't recommend playing at it and strongly advise you to stay away from it.
Additionally, please check our recommended casinos for German players: https://de.casino.guru/top-online-casinos. To make absolutely sure you see the most suitable casinos, check your language and country preferences:
I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
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Hello Petronela, thank you for the quick response. I have all the necessary documents and documents on February 6th. filed. This was confirmed in the chat, but no response has been received from the responsible department to this day. In the chat, I am always calculated long processing times and that I will get my money. In addition, I am always told that everything is still within the time frame, since there is no work on weekends either. 72 hours for review and 12 hours for withdrawal. But these times have now been exceeded.
Roswitha
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4 years ago
Thank you very much Roswitha for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved in the near time to your satisfaction.
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4 years ago
Hi Roswitha,
I will contact the casino now and we'll see what its standpoint is.
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4 years ago
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Thanks Peter. I had contact in the chat again yesterday. There I was told that there is a high processing status and it may still take a while. It would not be paid out this week and I should ask again next week. This has never happened to me in any casino. No reaction to my emails. That is the state.
Thank you for your efforts now.
Roswitha
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4 years ago
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Hello Peter, to this day there is no message from the casino. The prize has not yet been paid out. I'm still being comforted in the chat. I think this casino is insolvent. What else can I do? I'm pretty baffled.
Roswitha main magpie
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4 years ago
Hi Roswitha,
I reached out to the casino, I sent a couple of emails but never received any reply. Today I chatted with the live support. They asked for all my contact details and promised to pass it on a person in charge. Let's give them a few more days to reply. It won't be easy since the casino hasn't got a good rating on our website and we have no direct contact for the casino's management. However, it doesn't mean we can't get the issue resolved.
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4 years ago
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Hello Peter, to date no result. I'm still waiting for my money or an answer. At the moment the chat is only staffed by a technical staff member who cannot give a response to payouts at all. This has never happened to me in any casino.
Roswitha
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4 years ago
We would like to ask the Casollo 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 affect its rating.
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4 years ago
Hi Roswitha,
I just chatted to a casino representative and he said you will get paid next week because they are a bit understaffed but they work on it. Please let me know as soon as you receive the money.
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4 years ago
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Hello Peter, thank you for your efforts. I will contact you as soon as there is news. I hope it works out next week and I finally get my money.
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4 years ago
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Hello Peter, today is March 19th. and my money is still not paid I have not received an answer to any of my emails. In the chat I am referred to the management, because the chat is not responsible for payment problems. This has never happened to me in any casino. So much for the booth.
Roswitha
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4 years ago
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Hello Peter, still no money. I'll keep fighting.
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4 years ago
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Hi Peter,
I still haven't got my money. The casino is constantly offering promotions, but no payouts are made. You would have to warn everyone, because there are already many players waiting for their money. What can I do?
Roswitha
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4 years ago
Hi Roswitha,
I tried to contact the casino rep again, but he stopped responding. There is not much I can do now without the help from the casino. . As a last resort, you could submit a complaint to the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know how they responded (my email address: peter.m@casino.guru). The only thing I can do now is to mark the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could change the casino's approach. I really wish I was of more help.
Best regards,
Peter
