Casoola Casino - Player’s withdrawal has been delayed.

Casoola contacted me a number of weeks ago about the 245 pound they owe me, they asked me to provide an ewallet which I provided, after a number of emails I was told the PayPal denied the payment they made to me, I made an enquiry to PayPal about this for them to tell me no such thing happened as my account is live and no payment would be denied, this money has been outstanding to me for over a year, that’s all I’m asking is the payment be paid to me to resolve the situation

Dear Chloejo50,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

All checks were made when I was active with the casino I’m self excluded now no not won through a bonus, it took casoola a year to contact me about the money outstanding, they emailed me to tell me I was entitled to the payment but I’m not getting anywhere with them to make the payment only responses I’m getting is it’s being escalated over and over again

I hope these help in helping me solve my issues

Thank you very much Chloejo50 for your reply. Do I understand correctly that you currently don't have access to your account? Did you request a permanent self-exclusion?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

Yes I am permanently self excluded, only communication I have is emailing mostly mine to try and resolve the matter I have little correspondence back off them, I keep being told the same thing near with them, but I think I have waited long enough

I provided them with this information weeks ago

This is what I keep being told, very little communication to resolve the matter

Trust pilot review still no response

Hello Thankyou so much for helping me, I have now received full payment 👏

Awesome news, Chloejo50. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your 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.