Casoola Casino - Player’s withdrawal has been delayed.

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Dear TruG,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear TruG,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

Thank you for your follow-up. Unfortunately, I still have not received my payment.

However, I would like to clarify that we have already addressed and checked all of the points mentioned in the previous response from the Complaints Resolution Center. We have already contacted the casino multiple times regarding the withdrawal, the verification/KYC process, the status of the withdrawal, and the reason for the delay.

This is why I am concerned that we are now being asked to repeat the same questions and wait again, while these issues have already been discussed with the casino.

As mentioned previously, the recommended timeframe has now passed, and I still have not received my funds. Therefore, I kindly ask Casino Guru to actively intervene in the case now and follow up directly with the casino to obtain a clear answer and help resolve the issue.

At this point, I am not looking for another general explanation about possible withdrawal delays, as we have already asked the casino about these matters several times. I would appreciate Casino Guru’s direct assistance in moving the case forward.

Kind regards,

Thank you for the update. I’m sorry to hear about your negative experience with Casoola Casino. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Do I understand correctly that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Please share a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Hi Jean, thank you for your response.

I have made successful withdrawals before.

Currently, I have three withdrawals of €500 each that are still being processed, for a total of €1,500.

I also have one €500 withdrawal marked as "Completed". However, despite being marked as completed, the €500 has still not arrived in my bank account.

The completed withdrawal was requested on 30/08/2026 at 06:58:38. I have attached screenshots showing the withdrawal status and history.

My account is fully verified.

Casoola’s withdrawal page also states that I have reached the maximum number of outstanding withdrawal requests, which is why I cannot make another withdrawal while these requests remain open.

I have already contacted Casoola several times, but I still have not received a clear explanation regarding why the completed €500 withdrawal has not reached my bank account, or when the three pending withdrawals will be paid.

I would appreciate it if Casino Guru could investigate this directly with Casoola.

Kind regards,

TruG

Thank you very much for your reply, TruG.

Did you ask them for proof that they sent the completed withdrawal? Or did you show them your bank statement as proof that you didn't receive the money?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru about the withdrawal delays, and especially the missing withdrawals? If it’s more convenient, you may also post screenshots here.

When you email me, please notify me in the complaint thread as well. I understand this may take time, so I appreciate your assistance

Dear TruG,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru