Casoola Casino - Player’s withdrawals have been delayed.

Do not use this site!i i made 3 spectate withdrawals on November 30.. The next day the site went off-line… 48 hours later the site came back online and I went to login and it said they have closed my account. i messaged them six times and they keep telling me that they’re merge into another system and once they get it sorted out I will receive my withdrawl and my account will be unlocked. 11 days later, they stopped corresponding, I have not reviewed any of the funds I withdrew or any of the funds that are still sitting in my Accojnt and they still have not reopened my account. I spoke with Malta gaming Authority and also read up on some articles after speaking with them. Casoola has closed down. There was a legal issue and they’re no longer operating. you have till December 31 to pull out your withdrawal.. but I’m now unable to pull out the rest of my witch all because they closed my account. They have now stopped corresponding with me and I’ve had to contact Malta gaming authority, the Canadian gaming authority, and UK gaming authority. It is now December 10. They have stopped all correspondence. I have not received any of my withdrawals, my account is still closed and I’m not able to access it. Call Malta gaming authority For type in GENESIS global and read the articles

Dear descs11,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Lastly, could you please confirm that the disputed amount is correct as on the forwarded screenshots I could see three withdrawals of $3.000 each?

Thank you in advance for your patience and reply.

Best regards,

Petronela

Hi I know there is quite a delay in withdrawls. But they have closed my account. They are not actively working on my withdrawals. The total amount I had in the account was 33,367.94 Canadian dollars. which is is about 23 thousand euros. I did three separate withdrawal transactions. Each being C$3000 totally C$9000. At that time it told me I reached the maximum withdrawal amount and I had to try again in 24 hours. So I with you 9000 leaving 24,000 Canadian dollar still in the account. Again they have closed my account and are not corresponding with me.

Thank you very much, descs11, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Thanks so much!!

Hello descs11

I'm Michal and I have taken over your complaint. I have reviewed your case and I'm not sure if we would be able to help you in this case as there appear to be some legal issues with this casino. I can still try to contact the casino if they would share any information with us, but as you wrote you have already contacted the casino regulatory authority so you need to wait for their decision.

Anyway, we would like to invite Casoola Casino to join the conversation.

Dear Casoola Casino,

Can you please provide some information on why is the player's account closed? Are the player's withdrawal requests being processed?

Hi Michael,

thanks for the reply, I approached it. Regardless of whatever it is, Casoola should at least be honest with me in regards to what the reason is. Instead of lying g to me, and flat out not responding at all. This is day 13 of no real reason why it was closed, and still have not received any of my funds.

Hi descs11,

We have sent you an email containing information on your account status and withdrawal which could not be shared here due to privacy reasons.

Kindly note that this is our final decision on your complaint.

Regards,

Casoola Casino Team

Dear descs11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.