Casoola Casino - Player's withdrawal is delayed and account is closed.

I registered at Casoola Casino as a player from Switzerland and deposited my own money. I did not use any bonus, free spins, promotional offer, or any other incentive. All gameplay was conducted with real money and under normal casino conditions.

My intention was simple: to test casinos that receive positive recommendations and ratings from Casino Guru. To avoid any possibility of triggering bonus-related disputes, I deliberately played without bonuses and played various different games.

After requesting a withdrawal, my experience became alarming. My withdrawal was cancelled, my account access was effectively removed, and all meaningful communication stopped. Emails have gone unanswered, and customer support has been unable or unwilling to provide any explanation regarding my funds.

What makes this case particularly troubling is that Casoola Casino appears to operate in an almost identical manner to Mr. Panther Casino. The websites look remarkably similar, the customer support structure appears identical, and the handling of player issues follows the same pattern.

In my case, both casinos produced an astonishingly similar outcome: withdrawals were cancelled and account access problems occurred at virtually the same time. In fact, both casinos cancelled my withdrawal requests and effectively blocked my access within the same minute. This is not something I would expect from two supposedly independent operators and should immediately raise concerns about the operational practices behind these casinos.

As a player, I specifically selected these casinos because they were presented as reputable options on Casino Guru. Instead, my experience suggests the exact opposite.

The facts are straightforward:

* I deposited and played with my own money.

* I did not use any bonuses.

* I played different games under normal conditions.

* I requested a legitimate withdrawal.

* My withdrawal was cancelled.

* My account became inaccessible.

* My attempts to contact the casino have been ignored.

* No satisfactory explanation has been provided.

At this point, I believe Casino Guru should carefully investigate not only this individual complaint but also the apparent connection between Casoola Casino and Mr. Panther Casino. When multiple casinos displaying the same characteristics produce the same result for the same player at virtually the same time, this should be treated as a serious warning sign rather than an isolated incident.

I must also express my disappointment that casinos exhibiting such behavior continue to receive positive exposure and recommendations. I specifically chose these casinos because of the trust created by their Casino Guru ratings. If the result of following those recommendations is that a player's withdrawal is cancelled, their account becomes inaccessible, and communication suddenly stops, then those recommendations deserve closer scrutiny.

This is not a complaint about bonus abuse, verification delays, or misunderstanding of terms and conditions. I deposited my own money, played with real funds, used no bonuses, complied with the rules as far as I was informed, and simply requested payment of my balance. Instead of receiving my funds, I was met with cancelled withdrawals and silence.

If necessary, I am willing to submit evidence showing that both casinos acted against my accounts within the same timeframe, including withdrawal cancellations and account restrictions occurring almost simultaneously. This further strengthens my concern that these cases are connected rather than isolated incidents.

I strongly urge Casino Guru to investigate this matter, contact the casino, and reassess whether operators displaying these practices should continue to be recommended to players. Other players should not be exposed to the risk of depositing real money into casinos that may later refuse communication and prevent access to legitimately won funds.

I am prepared to provide deposit records, withdrawal requests, screenshots, emails, and any additional evidence necessary to support this complaint.

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any explanation from the casino as to why your account was blocked?

I would also like to clarify that it is not unusual for multiple online casinos to be operated by the same owner. Therefore, similarities between casinos do not automatically indicate any wrongdoing.

Please note that we can only investigate complaints against a single casino within one complaint thread. Any concerns regarding another casino would need to be addressed in a separate complaint submitted against that specific operator.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I played live immersive roulette and maybe a few slot games on the side. My goal was to test the casino, since I’m a player from Switzerland and I deposit several thousand euros for entertainment. But fortunately, I learned an important lesson: first you should test new casinos — especially the speed of deposits and withdrawals — and only then decide whether it’s worth playing there.

This casino definitely failed the test. I also blame Casino Guru for even recommending this casino in the first place. After seeing this case, try testing them yourselves like I did, and then you’ll see the real rating — which is not even 1 out of 10.

At the moment, I can’t even log in because it says "account is under review." As for the withdrawal, customer support keeps giving contradictory answers in the chat: first that it has already been paid out, then that they will contact me by email, etc.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi, i received a reply via email the day before yesterday, stating that they are working on the withdrawal as a priority and that the funds WOULD BE PAID OUT WITHIN 3 DAYS!

Here is a screenshot of the response I received..

The deadline expires tomorrow, and I have a feeling they will come up with another excuse again.

Their stated payout deadline has passed. I don’t want to contact them anymore; I will just wait. But I know their pattern.

1. First they say that the money has been paid or that it will be paid within 2–3 days.

This buys them time, and at the same time, unstable gamblers might gamble the money away while waiting, which is not my case.

2. Then, after 15 days, they send an email referring to some rule, for example 9.1, which allegedly gives them the right to seize the money, and that is where their side of the story ends, essentially trying to legalize theft.

I hope I’m wrong, but all of this looks like a well-tested procedure used by these casinos, which are practically all the same, just operating under different names.

And I am asking Casino Guru to include a representative of this casino in the discussion.

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, Igor (igor.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,

Attila

Dear vladan4053,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casoola Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Casoola Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the 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.

Dear Igor, I believe you understand what I'm referring to. The casino didn't even respond to your invitation to comment, which says a lot about how they treat players. In my opinion, Casino Guru also bears some responsibility for recommending casinos like this. While this particular case may be debatable, there are many casinos with the highest safety ratings that are actually sister companies owned and operated by the same parent company...

Dear vladan4053,

We would like to inform you that we are currently investigating this matter in response to your concerns.

We will make every effort to provide you with and update as expediently as possible.  

Thank you for being so patient with us! We really appreciate it.

Best regards,  

Casoola Casino team.

Dear Casolacasino, It has been a month since your last message, in which you stated that the money would be paid to me within 3 days. After that, I sent you the email above, which you did not respond to. Therefore, I have decided, with the collected evidence, to seek help here as well as from my Swiss insurance company regarding online fraud.

I hope you will pay me this modest amount and that we can avoid making this matter any more complicated.

I am actually glad that it turned out this way, because I am a casino player from Switzerland who deposits thousands of euros on roulette, and in some casinos where I am a VIP member, my weekly turnover reaches one million euros.

I can only imagine the stress it would cause me if I had to wait for a payout of several thousand or even tens of thousands of euros. Because of what I have described above, I strongly appeal for stricter control of CasinoGuru, so that we players do not end up in unpleasant situations with casinos.

Dear Casoola Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

After more than 45 days of waiting, lies, and stalling tactics, the money has finally been paid out! I invite CasinoGuru to analyze this case once again, take all the evidence provided above into consideration, and note that this casino was also delaying the process.

I would like to thank the CasinoGuru team for your support and help. If it had not been for you, this casino would never have paid out my money. Thank you ! Thank you!!!

Dear vladan4053,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P