The player from Italy had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported issues with three withdrawals totaling €1,500, with one withdrawal stuck in verification despite completed KYC and no active bonuses. After our intervention, partial payments were received, and the casino acknowledged a technical error, cancelled one withdrawal, and advised a bank transfer instead. The player eventually received all pending payments, and the complaint was resolved.
Casoola Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,301
Casoola Casino
Safety Index 5.6 Below averageCase summary
Discussion
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2 months ago
Translation
Good morning, I'm filing a complaint against Casoola Casino for the unjustified blocking of my withdrawals and balance. On May 11, 12, and 13, 2026, I requested three withdrawals of €500 each (for a total of €1,500), after a total winnings of €3,300. While the withdrawals on May 12 and 13 were paid out in full, totaling €1,000, the first withdrawal of €500 on May 11 (transaction ID: ff42d845-74d8-49f0-9bfd-b56fc3b8b8e4) remains blocked with the status 'Verification in progress' for 11 days now. I was informed via chat that the blocking had been completed, but nothing has been added to my Postepay Evolution card, as shown in my bank statements. Additionally, I have a residual balance of €801.47 in my gaming account that I cannot withdraw due to the payment slots being filled up by this pending transaction. I have already sent a formal warning email to their complaints department, which has been completely ignored. I am requesting Casino Guru's mediation to have the casino approve the withdrawal on May 11th and allow me to cash out the remaining €801.47 of my regular balance.
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2 months 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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2 months ago
Dear Maxskins87,
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
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2 months ago
Dear Maxskins87,
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.
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2 months ago
TranslationHi Karla, I can confirm that as of today, Monday, May 25th, I have not received any payments on my Postepay Evolution card. The situation remains exactly the same: the three withdrawals of €500 each (total €1,500) are still pending on the Casoola website, and my balance of €801.47 is frozen. The casino continues to ignore my requests and warning emails. I kindly ask you to proceed and contact the casino directly. Thank you for your assistance.
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2 months ago
TranslationHi Karla, I can confirm that as of today, Monday, May 25th, I have not received any payments on my Postepay Evolution card. The situation remains exactly the same: the three withdrawals of €500 each (total €1,500) are still pending on the Casoola website, and my balance of €801.47 is frozen. The casino continues to ignore my requests and warning emails. I kindly ask you to proceed and contact the casino directly. Thank you for your assistance.
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2 months ago
Dear Maxskins87, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
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2 months ago
TranslationDear Karla, thank you for your feedback. I'll answer your questions point by point to clarify everything:
Have you already made successful withdrawals?
Yes, as indicated, I made three withdrawals of €500 each in mid-May. The ones requested on May 12th and 13th were successfully released to my Postepay account. Only the first one, requested on May 11th, remained stuck in the "Verification in progress" status.
Could you confirm that you have successfully completed the KYC verification?
Yes, I confirm that my account is fully verified (KYC approved) and all documents have been accepted by the casino prior to withdrawal requests.
Did you accumulate your winnings with or without an active bonus?
I accumulated my winnings by playing exclusively with my real balance, without any active bonuses or rollover restrictions.
Have you played casino games or bet on sports?
I played exclusively casino games.
Communications with the casino:
I have now sent a detailed email to your address ( karla.m@casino.guru ) containing a copy of the formal warning I sent to the casino (to which I never received a response), screenshots of my Postepay statement (which only shows the two credits received) and screenshots of my gaming account where you can clearly see the blocked withdrawal of May 11th and the remaining €801.47 frozen in the balance.
I remain available for any further details and thank you for your support.
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2 months ago
TranslationDear Karla, I'm updating you on the current situation. I successfully processed my last withdrawal of €301 this morning, leaving only the decimal points (€0.47) in my account. As you can see from the attached screenshot, I currently have two pending withdrawals accepted by the system: one for €500 and one for €301, for a total of €801. I kindly ask you to keep the complaint open until these last two amounts are visible and credited to my Postepay statement. Thanks again for your support.
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1 month ago
Dear Maxskins87,
Thank you very much for the update, and I’m glad to hear that you were able to submit the remaining withdrawal requests.
Please keep us informed once the final payments (€500 and €301) have been credited to your Postepay account. As requested, we will keep the complaint open until the remaining funds have been received.
Thank you for your cooperation, and I look forward to your next update.
Karla
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1 month ago
TranslationUpdate June 5th: This morning, the casino automatically cancelled my €500 withdrawal from June 1st, sending me an email attributing the issue to a technical error with the provider and suggesting I use a bank transfer.
Following their precise instructions, I just made a new withdrawal request for €500 via bank transfer on June 5, 2026, at 11:46 AM. I currently have two pending withdrawals: one for €301 (to my card) and this new one for €500 (via bank transfer). I've attached screenshots of the cancellation email I received from the casino and the new withdrawal receipt.
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1 month ago
TranslationJune 6th Update: I'd like to update the specialist on my case. Today, June 6th, the pending €301 withdrawal on my card was successfully credited. Currently, the only pending transaction is the €500 bank transfer made yesterday. I'll update the discussion again as soon as I receive this final amount so I can definitively close the complaint as resolved.
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1 month ago
Dear Maxskins87,
Thank you for the update.
I am glad to hear that the €301 withdrawal has been successfully credited to your account.
Could you please keep us updated regarding the remaining €500 bank transfer? Additionally, please let us know whether this is the last outstanding withdrawal from your casino balance or if you have submitted any additional withdrawal requests since then.
Once the €500 has been paid, please confirm the total amount you have received from your winnings and whether your entire balance has been successfully withdrawn.
Karla
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1 month ago
TranslationHi Karla, I'll update you on the situation. The withdrawal of the remaining €500 via bank transfer was requested on June 5, 2026. The transaction is currently in the "Pending Verification" status by the casino and has not yet been approved or sent. I can also confirm that the remaining balance in my gaming account is only €0.47, so this €500 withdrawal is the last pending withdrawal. I've attached a screenshot of the transaction status. Thank you.
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1 month ago
Dear Maxskins87,
Thank you for your recent update. I kindly ask that you keep me informed throughout the process and let me know when all your withdrawals have been successfully credited, so that I can proceed to close the complaint.
Thank you for your cooperation.
Sincerely,
Karla
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1 month ago
TranslationKarla I am letting you know that I have received all the payments. I truly thank you for everything you have done.
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1 month ago
Hello Maxskins87,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Maxskins87,
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,
Karla Mayfly
Casino.Guru
