Casoola Casino - Player’s struggling to withdraw his winnings.

Not replying to emails and I have no idea what is going on with my withdrawal. Do they need more time or what ? such bad communication. Their sister site Casino planet has held my winnings for over 2 weeks now

Dear Erald,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

My account was fully verified and they haven’t asked me for any more documents. The winnings have been withdrawn but not processed - no idea why. They have been very poor with communication so I have no idea what’s going on

Thank you very much, Erald, for providing all the necessary information. 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.

Hello Erald!

From now on, I will take care of your complaint. I would like to invite representatives of Casoola Casino into this complaint in order to provide us an explanation of the issue.

The problem is Martin I waited 2 and a half weeks for my withdrawal on Casino Planet which is crazy. I’m sure you know Kassu and Casoola are their sister casinos. They are checking the same documents that casino planet checked and taking very long. I have literally sent them everything I can and it’s just the same generic response

Dear Erald,

We have looked into your account and can confirm your withdrawal was paid out on the 26/06/2021.

Should you have any further queries, please do not hesitate to contact us.

Regards,

Casoola Team

Hello Erald!

Please, let us know when you'll receive your funds.

Hello Erald!

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.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.