The player from Germany is experiencing difficulties withdrawing her winnings. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Casollo Casino - Player’s struggling to receive her winnings.
Black points: 172
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I deposited money there and won 1,000 euros, but the amount won is not paid out.
Automatic translation:
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3 years ago
Dear Mai,
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 completed your KYC account verification successfully? Was your withdrawal approved and it is pending since? Have you withdrawn any funds in the past from this casino? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
After winning on this Casollo online casino site. I have sent at least 3 emails with my files (or my documents) to request proof of my account. Unfortunately, I only get Deposit & Bonus with different promotions (i.e. only casino advertisements). They offer me to top up the casino account instead of getting a clear answer for me.
So that means I haven't got any answers yet. And my account would not even be confirmed.
I have never withdrawn money from this casino in the past. But very, very many times successful experience with other online casinos because of payout.
Edited
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3 years ago
Translation
Every time I chat with live support I always get the same answer, for example: - "I am sorry, but I am only a technical support, I do not handle withdrawals. You need to wait for a confirmation email from the office when your payout is ready. Sorry but i can not help. "
I even asked what live support is here for, only because of the deposit bonus. Then she said: "You don't need to understand what my job is because you're not my boss. Then yes that's why I'm here and not because of withdrawal.
P / s. This was not the first time I was chatting with Casollo support.
Edited
Automatic translation:
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3 years ago
Thank you very much Mai for providing all the necessary information. I will now transfer 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 to your satisfaction in the near future.
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3 years ago
Hello Mai,
I'm taking over your complaint. I will contact the casino and see what can be done.
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3 years ago
Translation
Thank you very much..
I played a lot of casinos but I have never seen a casino like casollo, they never even answered an email ...
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Mai,
I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
Best regards,
Peter
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