Casoola Casino - Player’s withdrawal has been delayed.

Hello,

this casino doesnt pay me out. They tell me kyc is not needed. I still have acces to my account. I didnt win with active bonus.

could you help me?

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Dear d1574gamble,

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 d1574gamble,

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.

Hi jean,

thank you for your quick response. I have nothing received yet

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully 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?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please share screenshots of relevant communication with customer support regarding withdrawal delays?

Thank you very much in advance for your reply.

Have you made any successful withdrawals before? Yes, 1 withdraw of €490

Could you let us know when you made your last successful withdrawal and how long it took to be processed? 5 days

Which payment method did you choose to withdraw your winnings? Was it the same one you used previously? Yes

Could you please share screenshots of relevant communication with customer support regarding withdrawal delays? Yes

Dear d1574gamble,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casoola Casino representative to join this conversation.

Dear Casoola Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hi barbora, thank you for responding. Because it took so long with casoola and im frustrated about the outcome of the complaint with mega.bet. i cancelled my withdraws and now the money is gone. Thank you for helping. Btw the case with mega.bet has been closed by jana but i think she didnt see my emails with evidence that the casino is lying.

she ended with this and i cant reopen the complaint:

Thank you for reaching out regarding your complaint. After carefully reviewing the evidence provided by the casino, I regret to inform you that I must reject your complaint. The transaction history, coupled with the lack of an identifiable legitimate source for the refund credits, led our internal investigation to classify this activity as fraudulent, resulting in the closure of the account. I sincerely apologize for not being able to assist you further in this matter. Should you experience any issues in the future, please do not hesitate to contact us.

Could you please ask her to check the email? I didnt refer to it in the complaint itself because it was never said that they close my account because of my creditcard that i should have blocked credits. but i have send her 5 emails. Its about this complaint https://casino.guru/complaints/mega-bet-casino-player-believes-that-their-withdrawal

here is the proof that they send money to me and that i didnt block the credits

if mega.bet is talking about other transactions then i would like to now which one/which date so i can request all the creditcard transactions of that day and send it here. Im 1000 % sure i didnt do anything wrong and want my money (almost €6000)

Dear d1574gamble,

Thank you for letting me know. Just to make sure I understand correctly, did you play and lose the money after cancelling your Casoola withdrawals?

As for Mega.bet, I understand you’d like your evidence checked again, but that will need to be addressed separately from this complaint.

dear barbora

Yes i lost more money after the witdraws. First i had 3000 in my account and i did 3 withdraws of 500 euros each (that is the maximum allowd). Because i had 3 withdraws open for weeks i wanst able to withdraw the account balance of 1500. Last week i lost all…

amazing if you want to check the evidence in mega.bet. What i need to do so you can check all? Can i send you an email? Or forward all the emails to you that i have send to jana?

best regards

Dear d1574gamble,

As you confirmed that you cancelled the withdrawals and then continued playing, eventually losing the remaining balance, there is unfortunately no longer a withdrawal that the casino can process. For this reason, we’ll have to close this complaint as rejected.

I understand that this is probably not the outcome you were hoping for.

Regarding your separate Mega.bet complaint, Jana was handling that case, so please contact her directly about the emails and evidence you previously sent. She will be able to look into that matter with you.

I wish you all the best and hope we can help you with any future issue.

Best regards,

Barbora

Casino Guru