The player from Germany is experiencing difficulties withdrawing his bonus winnings. The complaint was closed as "unresolved" as the casino did not respond to us.
Casollo Casino - Player’s withdrawal has been withheld.
Black points: 144
Amount: €2,000
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
2 years ago
Public
Public
4 years ago
Translation
Hi,
About 5 months ago I successfully implemented the 500% 100 € bonus and requested a payout of 2000 €.
I submitted the documents for this and they also arrived.
The live support only knows that it is "technical support" and has nothing to do with payouts. You should write an email to "info@casollo.com".
I have already done this several times without any answer.
What else can I do?
Automatic translation:
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Public
4 years ago
Dear Reiner,
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. Did you receive any explanation from the casino why your withdrawal has not been approved and processed? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Finally, could you please confirm that you have completed account verification successfully in the past?
I understand that it might seem like a lot of inquiries, 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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4 years ago
Translation
Hello,
so I never received an official confirmation of my account.
The live support said, however, that my documents have been received and that "the finance department is now responsible for them".
I never received an explanation of what the problem was with the withdrawal request. Even after I sent numerous emails about this.
LG
Purer
Edited
Automatic translation:
Public
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4 years ago
Thank you very much, Reiner, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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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4 years ago
I would like to ask Casollo Casino to join us and help us resolve the player's issue.
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4 years ago
Translation
it looks like the casollo casino won't comment on the case. As in the other cases that I have seen with you, what do you recommend me to do now?
Edited
Automatic translation:
Public
Public
4 years ago
We haven't receive any answer from the casino yet. We are now extending the timer by 7 days. If the casino fail to respond to our request we will be forced to close the complaint as "unresolved", which could lead to casino's rating deduction.
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4 years ago
Unfortunately, the casino still hasn't reply to us. We are now forced to close the complaint as "unresolved" which will negatively affects the casino's rating. I'm sorry we could not help you more with this case. Do not hesitate to contact us if you will come across any trouble in the future.
Best regards,
Nick
Casino.guru
