The player from Germany has deposited funds by mistake. Now he’s experiencing difficulties requesting a refund. Casino didn't respond.
Casollo Casino - Player’s struggling to receive a refund.
Black points: 40
Amount: €20
Casollo Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
Casollo Casino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a mistake and didn't remember that a support employee simply blocked me from the chat because of a bad complaint against Casollo. Now I have deposited 8 p.m. and received a bonus of 250%. Unfortunately, and this is strange, the games were also blocked by this employee, now I can neither play nor pay out, nor get the chat and I also do not get an answer by email! Now I have still researched a lot. So Casollo does not have a license, I also learned a lot from Gamble, namely that gamble is simply used as an advocate for Casollo without permission. I am very annoyed that I still paid and simply forgot that he had banned me. But blocking for games, no chat etc. but depositing 20.00 and also getting a bonus, that's, I think, criminal. Why is this casino even allowed to be online?
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3 years ago
Dear Spandauer44,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?
Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
Based on this specific issue and the previous one https://casino.guru/casollo-casino-player-s-withdrawal-has-been-delayed-7, I would strongly recommend staying away from this casino in the future. I’m sure you have checked by now our review for Casollo Casino where is mentioned also that this gambling establishment operates without a valid license https://casino.guru/casollo-casino-review.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
The money is available together with a bonus of 50.00 as well as a total of 70.00 EUR in the gaming account, it was not played because it cannot be played either. Playtech game offers even require an adobe flash, which has not existed since 12 (20). I am still paying in because I am verified in the casollo and have already had 3 withdrawals, which were only paid out with complaints of a longer nature and that too The reason for the lock is!
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3 years ago
Thank you very much, Spandauer44, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Spandauer44,
I looked at your complaint and will do my best to help you. I would like to invite Casollo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Translation
I am still sending unbelievable evidence in Appendix 2 and would ask that the casino be seriously (not only because of me) forced to tear down the casino, or to advertise a valid license. If you know that a casino is playing without a license, how can it be possible that it can be online ´?
Here are 2 more pieces of evidence 
Casollo actually still requires adobe flashplayer, this is no longer active since 12/20!
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3 years ago
Dear Spandauer44,
unfortunately, we have no reach on Casinos without licenses, we can't force them not to be online. We are a review page where we can point that some Casinos are operating without a valid license and it's up to every player where he/she plays.
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3 years ago
Translation
I know that, but what do I want to achieve with it? I want to ensure that people with the appropriate competence are interested in this type of operator and are committed to taking action against such MACHENSCHAFTEN at the appropriate point. Surely it cannot be that people are knowingly betrayed through this casino and that one cannot counter them. I bet Casollo Casino won't give a single reply because it never replies to emails, but almost every week Collo offers emails with the 250% offer. That sucks a lot!
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3 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’.
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3 years ago
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shall we bet Casollo Casino won't answer?
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
