Casoola Casino - Player’s withdrawal is delayed.

You can submit this version instead to [Casino Guru Complaint Service](https://casino.guru/complaints?utm_source=chatgpt.com):

I am submitting this complaint regarding a delayed withdrawal at Casoola Casino.

I have a withdrawal of €500 that has been pending since May 12th. Since May 16th, live chat agents have repeatedly told me that the withdrawal has been "prioritized," yet nothing has happened and the withdrawal remains pending.

What makes this particularly frustrating is that I have successfully withdrawn from this casino before, so this is not my first withdrawal.

I also want to clarify the verification situation, because support agents continue to give vague responses while never actually identifying any issue. Casoola’s verification system does not require every player to verify before withdrawing. Players can only submit documents if verification is specifically requested. On my account, the verification page explicitly states that there is currently no need for verification, and live chat agents have reaffirmed this multiple times.

Therefore, as far as I can determine, there is no verification issue preventing the withdrawal from being processed.

Despite this, I continue to receive generic responses with no meaningful explanation and no concrete timeframe for resolution. The withdrawal has simply remained pending for an excessive amount of time while support repeatedly claims it has been "prioritized."

I can provide screenshots of:

- the pending withdrawal,

- and the verification page showing that verification is not required.

I am requesting assistance in getting Casoola Casino to process the withdrawal and provide a proper explanation for the delay.

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Hello,

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?
• To confirm, have you not yet undergone the KYC verification process?
• 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,

Attila

1. Yes, I have had a successful withdrawal before. It was just one day late.

2. As stated, they don't necessarily want KYC for all customers doing a withdrawal. You can only upload KYC if they want you to. The verification page says that I don't need to be verified right now and my previously successful withdrawal was processed without verification being asked for.

3. No issues involving a bonus and furthermore in the live chats the agents keeo saying that everything is alright with my account and the withdrawal but they say "there's a delay due to High volume of requests" which strikes me as generic hand-waving.

Dear tm1025, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal 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 update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila

1. First withdrawal was processed on the 4th business day after it was requested.

2. All the withdrawals have been with crypto. Successful withdrawal was using USDT. Pending withdrawals are with USDT and USDC.

3. I have uploaded screenshots. You will notice that the pending amount is actually ,€789. When I posted this my second withdrawal request of €289 had not reached 14 days yet but now both of them (requested May 12th and May 15th respectively) have been pending for longer than 14 days so the total amount is €789.

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, Munya (munya.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

Dear tm1025,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Casoola Casino to join this conversation and assist in addressing the complaint.

Dear Casoola Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

tm1025

I have tried to contact the casino repeatedly, not only via this thread but also through alternative channels, but without success. I am afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid licence and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Munya Shumba

We’ve reopened this complaint at the request of tm1025 who has informed us that he received his payment.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru