Casoola Casino - Player’s struggling to complete account verification.

I made a withdrawal of £1350. Was asked to verify my account, okay no problem. Sent what they asked for waited the time they stated. Received email to say account was verified and any pending withdrawals would be processed. Spent 2 days waiting speak to multiple people on their chat who all said it takes up to 72 hours to review the withdrawal. To then speak to somebody who said I’d been asked to submit a further document (I hadn’t at all) so I submitted this document yesterday (14/2/22) and now back to waiting again. Awful agonising process. I just want the money I won fair and square

Dear Alison,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No it’s not the fact of that I understand the KYC process it’s the fact they told me my account had been verified and pending withdrawals would be processed. I was told it would take up to 72 hours to process then after waiting 2 days I went on chat to ask if it had been processed they said no as they now needed another document and that I’d previously been asked to send it which I hadn’t. So I’ve now sent that and I keep being told different things by different people I speak to. It’s been 7 days since I requested the withdrawal.

I fully understand your frustration, Alison. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Alison,

Have there been any developments since our last conversation?

Dear Alison,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.