The player from Germany deposited €500 and won €2485, successfully withdrawing part of it. However, for two months, she faces repeated account verification requests with issues uploading documents, leaving her unable to access her remaining winnings. She has contacted the casino multiple times with no resolution.
Casoola Casino - Player’s withdrawal is being delayed due to verification issues.
Opened
Current status
Waiting for casino to reply
5d 0h 2m 5s
Casoola Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello, on February 6th, 2026, I deposited €500 and played with it as real money, winning €2485. After wagering the real money, I was able to request a withdrawal of €497. This was paid out to me in four installments of €497 each. Since February 18th, 2026, I've had €497 in my account, but for two months I've had to constantly verify my account, even though some of the funds had already been paid out. My verification was initially accepted and then revoked. They kept requesting new documents, which I submitted, but now they're claiming the documents aren't valid and demanding the exact same ones, even though they are original documents. Now I'm being asked to upload documents in my profile under the "Verification" tab. Unfortunately, I can't upload any more documents because it doesn't show me what or where to upload them. I only see a white screen that says I need to upload documents. I have contacted the casino several times and pointed out the error, but unfortunately I am constantly told to wait and will receive an answer. Now two months have passed and nothing has changed.
That's why I played the last €497 today, as I'd given up on the chance of the casino responding to me. I simply played because I didn't want to risk losing it anymore. Now I've won again and finally want the money paid out. I want the casino to finally respond, help me, and pay out the balance. It can't be right that I've been struggling for over two months to verify my account.
Please provide feedback and help, dear CasinoGuru team.
Thank you and best regards.
DD
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Jonamia, thank you very much for submitting your complaint. I am sorry to hear about your problem.
I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.
To better understand your current situation, could you please confirm the following details?
- Could you please clarify how you previously submitted your documents for the KYC verification? Did you complete the submission through your account, or did you send the documents via email?
- Has the casino indicated that there might be a problem with approving specific documents?
I look forward to your reply.
Best regards,
Attila
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3 weeks ago
TranslationHello, I understand.
Thanks for the quick reply.
Yes, I uploaded the documents to the website.
No, I have no information about any potential problems.
The funds were partially paid out and then suddenly stopped.
Unfortunately, I cannot upload any further documents to the website because it does not show me what is being requested.
The casino doesn't reply to my emails; I'm just supposed to wait.
Best regards
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2 weeks ago
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any messages you sent to the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
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1 week ago
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, Lucia (lucia.s@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,
Attila
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1 week ago
Hello Jonamia,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Casoola Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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1 week ago
TranslationThank you very much for your cooperation. Kind regards.
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Sensitive attachment
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2 days ago
TranslationHello, I wanted to let you know that the image on the page has changed and verification is no longer required. I'm sending you a screenshot. I have now submitted a withdrawal request.
Thank you and best regards.
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2 days ago
We would like to ask the 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 may negatively affect its rating.
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yesterday
Dear Jonamia,
thank you for the update.
We have tried to contact the casino multiple times; however, to this day, we have not received any response from them.
We will continue monitoring the situation and will let you know immediately if there are any updates. Please let me know if there is any development on your side.
Thank you for your patience.
