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

I requested my withdrawal almost 72 hrs ago I have sent in passport marriage licence decree absolute as my maiden name is what I used on my passport my maiden name is there but I had nothing else. A few letter for proof of address then they wanted bank cards as I got a new one I have no access to old one so I sent shots of bank transaction s using both cards plus a card of my partner's tht I used. Now from reading a previous complaint from a lady on here abt same casino I feel I am going to run into same problems. I have sent emails with documents as the upload only allows. For certain things and only one at a time I see you helped sort the other ladies problem I hope you can mine also. I mean the money came out quick enough. I have never had this much hassle with other online casinos

Dear Libbieee,

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 advised what specifically seems to be a problem in verifying your account? Do I understand correctly that you have deposited funds into your account using someone else's payment method? Were the winnings accumulated from a third-party deposit?

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

Hi petronela my case seem similar to a lady Suzanne earlier the card tht I last deposited on December 1 and consequently win was my own card of which I have sent to casoola I had previously used my old card which I have disposed but sent shots of transcription from my online bank. I also did use my partner's card of which I have sent I have heard nothing from them since yesterday when verification was still ongoing but nearly done it said.

Thank you, Libbieee for your reply. Is this the case you refer to?

https://casino.guru/casoola-casino-player-s-withdrawal-has-been-delayed

In that case, winnings have been confiscated due to third-party payment. However, the deposit that you have placed using a third party payment method has been lost and the winnings accumulated afterwards from your payment method.

I will now transfer your complaint to my colleague Martin 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.

Yes petronela thts it. Thx for your help

They have just write to me refers to email sent on 3 rd requesting documents. I have sent them what I could on upload documents it wouldn't allow them all. The rest I sent via email I don't understand I deposited and won on my card so why can they just not pay on tht. I have deposited way more than the withdrawal amount. I go on live chat they tell me soon will be sorted but then another day I feel they really don't want to pay.

Hello Libbieee!

I will take care of your complaint from now on. In order to proceed, it will be necessary to contact the casino's representatives and ask them to join this complaint's discussion.

I would like to ask them to provide us with a thorough explanation of the situation.

Thx Martin I was told today the payment method was accepted this was on live chat but the poa was not. I had sent a bank statement as poa plus a rent statement from a housing organisation dated last week not acceptable. Then this afternoon I got email asking again for all bank cards used front and back picture of me holding my I'd plus a third party form stating that my partner allowed me to use his card along with his photo I'd I have to get tht printed as I can't fill out on screen so one minute I'm told just need poa to release money then I get an email asking for all this I don't know if they even communicate with each other

Just one more thing I deposited with my own card on December 1 and win why can't I just be paid to tht card?

I have today provided a declt of third party approval his passport me again my passport with me holding it and once again the bank cards unless now they come to take my dna I have nothing more to give so tired and frustrated

Hi Libbieee, 

Kindly note that we have received your documents that we requested on the 9th of December 2021, we have forwarded them to the relevant department for review, once they have an update we will contact you accordingly. 

Regards,

Casoola Casino Team

Everyday you ask me for documents everyday I send them on live chat I am told almost finished then another day comes and you require something more I have uploaded all the cards in the correct way I have got my partner to sign declaration with permission to use card and his card is also on my PayPal he has given consent there too. Ironically it was my own card deposit I won on. I am actually now feeling depressed with how this Casio onis treating me and everyday prolonging it more by saying another 72 hrs. Wht more do you ppl want from us

Hello Libbieee!

I am sorry to hear about your difficulties with the withdrawal, however please note, that since you used a payment method not in your name there are a certain necessities which have to be done due to various legal reasons. Therefore, I would like to kindly advise to be patient and follow the instructions of the casino representatives and hopefully the issue will be resolved soon.

Please, let us know once there are any news in your case, I will be looking forward for your answer.

I understand that Martin but to be asked daily. I hope the last declaration I have sent is it and I can get my withdrawal. It really is stressful..

I thought the last request would do it ,but no. Sunday I get another email asking for PayPal email which is fine but when I ask online chat I'm told what to provide I do so then a day or two later add something else I feel this site is prolonging payment I can't take much more is tht what they want?

received this email yesterday this morning I asked when money will be processed. I have again been asked to provide more I simply can't believe it

Dear Libbee!

I understand, that the process is being very frustrating for you, but as my colleague Petronela mentioned earlier KYC is very important step for the casino and without completing it, you may not be able to withdraw your winnings.

Could you please round up all the documents you have provided the casino with to this date? Also, please I would like to know, how the process works, do you get the requests for the documents via email from the casino or is it in any other way?

Looking forward for your answer.

I understand that but why send an email stating all verified as you see on it then next day request passport with me holding it. I already sent it four times they said can't find it yet it was used to verify me. I get the requests on email. To date I have sent housing rent statement bank statement passport marriage license decree absolute I don't think I have any more

Hi Libbieee,

Kindly note that your Withdrawal was processed yesterday the 15th of December 2021, Kindly wait 3-5 working days in order for balance to reflect into your account accordingly.

Regards,

Casoola Casino Team

At last. But you guys put me though a lot. I send documents countless times. Same ones and you kept asking. Maybe someone else would like the hassles. Can you close my account. For I will never use your casino again

Dear Libbee,

As the your withdrawal seems to be carried out, I would like to ask you to let us know once you will receive your funds.

I finally received funds. Thank for your help

Hello Libbee!

Thank you for informing us and I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.