The player requested account closure and payout due to the blockage of some features in his gaming account. He had been waiting for the payment to be processed for a few months before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint.
Casollo Casino - Player’s withdrawal has been delayed.
Black points: 20
Amount: €70.09
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
2 years ago
Public
Public
2 years ago
Translation
Casollo Casino blocked me from chatting and playing due to legitimate complaints (IM CHAT) from the staff. but didn't say so, so I deposited 20.00 in good faith and got a 200% bonus as always. so now 70.00 EUR are on it. But I can't get into the chat, I can't get into any games either. so i can't do anything.
I quit because of this, unfortunately no matter how often, there is no answer to my emails.
Automatic translation:
Public
Public
2 years ago
Dear Spandauer44,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I see that you already had a few complaints about this casino in the past. Before we move forward - do I understand correctly that the previous complaint has been resolved and this one is about a new withdrawal?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
this is not a payout but a ban as a player and for the chat.
Emails are not answered either. In order to at least get my paid-in EUR 20.00, I canceled for these reasons and asked for a payout. No answer for months!
Automatic translation:
Public
Public
2 years ago
Translation
it's about being banned from every game, including chat. I can log into the casino and make deposits, but I can't play or chat. No response to my emails for months!
Automatic translation:
Public
Public
2 years ago
Translation
Another note, Platincasino cannot be reached by email either and has limited the chat to 8 p.m.! As a result, you hardly get into the chat, they don't verify! So note for players, first get verified at Platincasino and only then deposit!
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Spandauer44. Do I understand correctly that you have an active balance in your account that you cannot use, and the casino is not responding to you?
Public
Public
2 years ago
Translation
yes, there are still 70 active with a bonus in it, but I can neither play nor chat, both have them blocked.
Emails don't get answered so I can't do anything. Even with an email notice is nothing because there is no answer!
Automatic translation:
Public
Public
2 years ago
Thank you very much Spandauer44 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hello, Spandauer44,
I am sorry to hear about your issue with Casollo Casino. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casollo Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Casollo Casino Team, could you please explain to us what is the reason for the player's inability to access the games and chat in his gaming account? Was his account verified? What steps should be followed by the player to be fully able to access all features of the account?
Thank you in advance for providing the information.
Public
Public
2 years ago
We would like to ask 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 will have a negative impact on the casino's rating.
Public
Public
2 years ago
Dear Spandauer44,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
