Casoola Casino - Player’s withdrawal has been delayed for almost a month.

Been waiting nearly 4weeks now from casino casoola and 300 from Vegas hero it's takes a least 3 days for them. To get back to me absolutely disgusting

Dear Susanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, 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

Dear Susanne,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

It's been verified and by bank card both my son and my card also sorry for not getting back but I thought both cases were be dealt with at the same time and still no response from the other people but when u log into the account it says things have been approved but not verified

Thank you, Susanne, for your reply. Could you please clarify what you meant by: "It's been verified and by bank card both my son and my card"?

Why the card of your son had to be verified? Have you deposited funds into your casino account using your son's bank card?

It's saying at the top of documents upload approved on the all the documents but not verified on the top on the form and I use both cards for my withdrawal so I sent them both cards address and driving licence documents

Have you deposited funds into your casino account using your son's bank card?

I can't remember but I've sent both cards to card for withdrawal process it's 5 weeks tomorrow and still no satisfaction from them

Could you please check with your son if his card has been used to deposit funds into your casino account? Please understand that this specific information is essential if we wish to proceed with the case. Thank you very much in advance.

Yes because there's 100to go in my account and 480 in to Harry's bank account weve sent all documents now its be 5 weeks today and not heard anything from them for 5days now

I'm sorry, but I'm still not sure if I understood correctly if you have deposited funds into your account using your son's bank card. If you did, please check the following rule https://www.casoola.com/de-de/termsandconditions:

"In relation to deposits and withdrawals of funds to and from your account, you may only use credit cards and payment methods that are valid and lawfully yours."

If you have accumulated your winnings from a third party deposit, I'm afraid you won't be entitled to any withdrawals unless you can prove that you are one of the rightful owners of that payment method.

We've sent all the documents of tp the company because they've requested them including my sons to verify the account they've sent emails to both my and Harry saying that's OK that's what they've requested and I've used my partner card before for something else I had to prove it was him which was OK that's why I've proof who Harry is if u look on the site people are saying exactly what iam saying there taken the micky out of me

I’m truly sorry, but I still don’t understand if you have deposited funds into your casino account using your son’s bank card. Could you please advise if you are one of the rightful owners of that payment method? Does your son have an account in the same casino? Thank you very much.

Dear Susanne,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes I use my sons card also my card we've both sent the documents of which u requested numerous times we've sent them signed documents too and still no satisfaction from u it's 6 weeks since we made the withdrawal and still no payout

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Iam the owner of this method I've sent all documents even signed documents of mine and my son proof of cards proof of address driving licence everything they have asked for but still it's saying not verified 8 weeks and still waiting

You have written: "Yes I use my sons card"

Is it his card only, or a joint card?

My sons card I've sent his card also sent my card never had a problem like this before when I've usey partner bank card to deposit I had to prove its was his card which I did also sent everything now there's nothing else I can do

Could you please advise if your son's card was the only payment method that you have used to deposit funds into your casino account?

It's was both cards that deposit funds into the account x

Please forward your casino deposit history and indicate which payments have been made from your card. Thank you very much in advance. My email address is petronela.k@casino.guru.

The Vegas hero account is closed down so icant access to send u. Pictures of deposit from. That account

It's now saying things are missing on the casino casoola site even though 5things have been verified what more are they asking for

As I mentioned earlier, if you accumulated your winnings from funds which have been deposited into your casino account using a third party payment method and you can’t prove that you are a rightful owner of that payment method, you won’t be able to verify your account, hence, to withdraw your winnings. 

That's absolutely rubbish I've done it before on pots of gold using my partner card all I had to do was send his documents his signature everything was paid out

That is my opinion and general practice in the majority of casinos, however, we could try contacting Casoola Casino and ask for their standpoint.

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.

OK thanks for your help and hopefully we will get a result from casino casoola xx

They've asked for a photo of me holding my id is that normal

Hello Susanne!

I will take care of your complaint from now on. I would like to invite Casoola Casino's representatives in order to help us resolving this issue.

Thanks Martin hopefully things will get sorted now

We would like to ask Casoola Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hi Susanne,

thank you for your update.

Please note that we reviewed your case and we saw that last contact we had was from our end, sending you an email asking for the following documents on the 11/05/2021, since that moment, we didn't receive any update from your side. Please find below the email showing what has been requested:

Dear Susanne,

We have identified that you had deposited with a payment method that is not in your name, this is not allowed and goes against our T&C. Your account has been limited and you are required to provide the following documents:

- Identification Document of the 3rd party

"ID - of both the owner of the account and the 3rd party

- Written consent to use the 3rd party payment method (attached official form - Both yours and the 3rd party ID numbers and signatures are to be included)

DOL - the declaration form must be hand Written, as per the following:- 1. Blank Space - 3rd Party Full Name 2. Blank Space - The relation to the Player (e.g. Mother, Husband etc) 3. Blank Space - Your Full Name (Name of the Player) 4. Black Space - Payment Method Used (e.g. Credit Card, First 6Digits and last 4Digits, Paypal E-Mail Address or E-Wallet Account). Next is requested to Sign (Party & 3rd Party) and enter the Identification Details provided (Passport, ID, Driving License) under the Signature.Documents can be sent replying back to this email.

For more information on the types of documents needed: https://Casoola.com/account-verification

If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone."

In order for us to proceed further please provide the following documents, if you have any questions please do not hesitate to contact us.

Regards,

Casoola Team

Why do u need my driving licence again I've sent it numerous times

Hello Susanne!

Please understand that KYC is very important process for the casino to verify their players and to confirm that your winnings would arrive on the right account, therefore, I would like to strongly advise, that you should follow the casino's instructions in order for you to pass the verification.

Are there any news in this process?

Apprantly the money should be inthe bank today or tomorrow will keep u updated x

Hello Susanne,

please note that we reviewed the documents provided.

Please see the below response from our relevant team, this has been sent via email as well.

"Dear Susanne,

We have identified that you had deposited with a payment method that is not in your name, this is not allowed and goes against our T&C. Your account has been limited and you are required to provide the following documents:

- Identification Document of the 3rd party

For more information on the types of documents needed: https://Casoola.com/account-verification

If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.

Best Regards,

Casoola Verification Team

support@Casoola.com"

Please let us know if you have any further queries.

Regards,

Casoola Casino Team

Sent the relevant information lads of times everything has been verified and approved so how much longer before payment is made

Relevant documentation has been sent again and still not heard back from from them keep checking 7out 8 have been approved

Everything has been verified still no payout still saying pending withdrawal no idea why now please can you payout its been 11 weeks since I requested the withdrawal

I would like to ask Casoola Casino's team, could you provide us with any estimate on when the withdrawals would be approved and issued to the player?

Still saying pending withdrawal this morning

Still not heard anything about the withdrawal and everything is verified

Still saying pending withdrawal this morning when will we be paid out

There now refusing to pay all the amount out because we use my sons and nephew bank card to deposit I've used my partner bank card before and was paid out 800 pound from pots of luck why should they be allowed to not pay out when it's took 12weeks for things to get verified iam absolutely fuming about it is there anyone else I can go to there not getting away with it

Also why ask for third party documents when u knew exactly what u was doing

Hi Susanne,

thank you for your patience, we checked your account and we can see that your winnings have been confiscated due to a breach of our T&C, from the documents provided it clearly showed that you used a payment method that doesn't belong to the owner of the account.

Kindly note that 3rd party payment methods are not accepted on our website, for this reason, winnings have been confiscated and the deposits will be returned back to the 3rd party payment method.

For more info please refer to our Terms and Conditions, particularly clauses 8.5, 12.1.1 & 14.

Do not hesitate to contact us if you need further info.

Regards,

Casoola Casino Team

It's seriously doesn't seem right to me I've deposited with my partner card before and still got paid out

Dear Susanne,

Unfortunately, the terms and conditions of Casoola Casino are very clear in this situation and also it is a common practice for casinos to not accept 3rd party payment from various security reasons.

We also understand, that the casino decided to finish the verification process to avoid any suspicion of fraud or theft, since you did not used a payment method personally belonging to you

I am afraid we are not able to help you further with this case. Is there anything else that we can help you with?

Theyve told my son there putting 60 and 90 pound in my bank account the deposit iam receiveing back apparently so was just wondering when and how lo g it takes Harry's got a email from them x

Hello Susanne!

I would like to ask you to let us know when your son will receive the refunds. Please, let me kindly suggest you to not use 3rd party payment methods in future to prevent situations like these. It is very common for casinos to not accept such payments.

Will do x

Still saying pending withdrawal 3 months and still no response from them regarding the payout they don't even answer my emails

Still no payout from these they oew me 150 pound no correspondence back or anything its ridiculous now

Dear Casoola Casino's representatives,

Could you please confirm the status of refund?

Still no payout it's ridiculous now

Still waiting for payout absolutely disgusting no response fro. Them at all

Dear Susanne,

An email was sent to you on the 08/06/2021 informing you to login to our live chat and we will give you temporary access to login your account to request the withdrawal of your balance back to the the third party payment methods.

You were also advised in the email with the amounts of the withdrawals that must be placed on each of the third party payment methods.

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

Regards,

Casoola Team

Everything was done last week now they have put a self elusion onthe the account

Still no payout my son has asked for it too

They've also blocked the account I've jyst checked

Hello Susanne!

Since this complaint is persisting for quite an extensive period of time and the refund of deposits still did not occur, we have no choice than close it as 'unresolved' in our system, which will have a negative impact on the casino's rating. I will extend the timer for the last 7 days for the casino to inform us about the refund to be issued from their end, in case the casino would not give us a clear proof, that the refund was issued, we will close the complaint as mentioned above.

We are well aware that this will not help you to resolve your issue, you can raise the complaint to the casino's licensing authority. In case you have any questions regarding the licensing authority and the complaints, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.

Hello everyone,

Kindly note that as per the last email sent to the player, Ms. Susanne should contact us via chat live to reopen her account and request the withdrawal. Until now, the only contact we got from the player was through our chatbot, closing the chat before being passed to an available agent.

Unfortunately, as specified via email, we need the player to contact us and talk to us to allow her to request the withdrawal. Until today we confirm that the player never reached us and never requested a new withdrawal.

Regards,

Casoola Team

Yes my sons request a withdrawal but now you've self excluded his account t so now he can't request it again

He requested weeks ago for a withdrawal he's ask in email too but your still ingoring him and u put a self elusion on account

Still no satisfaction from casino casoola my sons request a withdrawal weeks ago but now they closed the account down

Hi Susanne,

We have looked into your account and can confirm that the withdrawals have been requested and paid out today.

Please allow 3-5 working days for the funds to clear from your bank's side.

Regards,

Casoola Team

Thanku

Hello Susanne!

Please let us know, when you receive your refund!

Will do x

Hello Susanne!

Have your refund arrived?

Yes thank you and thank you for your help much appreciated xx

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.