The player from Sweden was blocked after depositing into his account. He received his deposit back and problem was resolved.
Casoola Casino - Player had his account blocked.
Amount: 500 kr
Casoola Casino
Safety Index:Above averageSafety 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.
6.7
Casoola Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi, I deposited SEK 500 5/5 at casoola casino via trustly verified with bankid and as soon as the money was deducted from my account, a message came up that my account is locked at my own request from another sister company to casoola casino. Then I can not play at all their sites but I did not know. I want my SEK 500 back. They do not answer the specified phone number and lack chat. How could they first deduct SEK 500 and then tell me that I am blocked from another of their sites. Have emailed them and also attached ID documents and proof of address as well as screenshots of bank statements. SINCERELY
Automatic translation:
Public
Public
3 years ago
Dear kuttabilla,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first deposit ever made at this casino?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here)?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hi Kristina. I have further promoted both of me to you. These are emails on documents that I sent to them only after they responded incompletely to my email about getting my money back that they withdrew from my account and then keep that money. It is an amount of SEK 500 to casoola casino.
Automatic translation:
Public
Public
3 years ago
Thank you very much kuttabilla for your reply. I will now transfer your complaint to my colleague Viliam 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
3 years ago
Hello kuttabilla,
I looked at your complaint and will do my best to help you. I would like to invite Casoola Casino into this conversation. Casino, can you please specify why did you close the player’s account?
Public
Public
3 years ago
Translation
Hi, William. Both of my complaints are resolved now. They have paid back my money SEK 500 + SEK 400. Thank you at Casino Guru. Without your help, I would never have gotten my money back. They did not even respond to my emails other than automatic email responses. Today they were quick to both answer and return all my money when I wrote to them that Casino Guru is now involved. What power you have. I would like to take down all the stars from the sky and give them to you. It is not about small money of SEK 500 + SEK 400, but the principle and how they treat their players who are powerless.
Automatic translation:
Public
Public
3 years ago
Dear kuttabilla,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
