Cadoola Casino - Pelaajan tili on suljettu ja voitot jäädytetty.

After withdrawing 500 euros, the account was frozen and locked, winnings remained in the account. They no longer respond to emails and the casino chat says to wait for a response. About a month has passed and I have not received any messages.

500euron noston jälkee, tili jäädytetty ja lukittu, tilille jäi voitettuja rahoja. Eivät vastaa enään sähköpostiviesteihin ja casinon chätissa sanotaan että odota vastausta. Noin kuukausi mennyt ja en ole saanut mitään viestiä.

Hello Kimmo1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadoola Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this your first ever withdrawal request?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, the account has been confirmed, the account was confirmed at the same time I made that 500 euro withdrawal, i.e. on February 24, 2025.

Yes, first withdrawal request.

I used the bonus. But the required wagering requirements had been met.

in chat about a couple of weeks ago, I asked why the account was frozen and that I had already contacted them, they just said to wait for an email. I sent a few emails to the casino after this asking why the account was frozen but I haven't received a response.

Kyllä tili on vahvistettu, tili vahvistettu samalla kun tein tuon 500euron noston eli 24.2.2025.

Kyllä ensimmäinen nostopyyntö.

Käytin bonusta. Mutta vaaditut kierrätykset oli tehty.

chätissä noin pariviikkoa sitten, kysyin että miksi tili on jäädytetty ja että olen jo ottanut yhteyttä, sanottiin vain että pitää odottaa sähköpostiviestiä. Laitoin muutaman sähköpostin casinolle tämän jälkeen joissa kysyin että miksi tili on jäädytetty mutta en ole saanut vastausta.

Thank you Kimmo1 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Kimmo1,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Cadoola Casino to join the conversation.

Dear Cadoola Casino,

I would appreciate it if you could clarify the reasons behind the closure of the player's account and not processing the withdrawal. Should the information be confidential and not suitable for public dissemination, I kindly ask that you send it to me at michal.k@casino.guru

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.

Hello Kimmo1,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Cadoola Team

Hello,

Is there still any information about this?

Hei,

Onko asiasta mitään tietoa vieläkään?

Dear Kimmo1

I hope this email find you well.

Kindly be advised that your account is not verified and for this reason you cannot request your 500 EUR withdrawal.

In order to verify your account with us and request your withdrawal and to complete it, you have to verify your account with us.

In order this to happen, you have to provide us following information:

• Selfie + Selfie with your ID next to you, both sides.
• Proof of address
• Bank statement for February FI**********5903
• Selfie with you and our site (the site need to be visible next to you)

Once you provide needed information, the relevant department will verify your account as soon as possible in order to withdrawal your balance.

Best Regards,

Cadoola Team

Okay, where do I put the information? Your email?

Selvä homma, mihin laitan tiedot? Teidän sähköpostiinneko?

Dear Kimmo1,

Yes please send all needed details to support@cadoola.com

Thank you for understanding.

Best Regards,

Caddola Team

I sent all the necessary information to your email address.

Lähetin kaikki tarvittavat tiedot teidän sähköpostiosoitteeseenne.

Dear Kimmo1,

Kindly be advised that you need to provide Your ID document clearly visible.

Also you need to provide :

Proof of address

Bank statement for February FI**********5903

Thank you for understanding.

Best Regards,

Caddola Team

I sent you a bank statement and a statement of address. I can also send an ID, but it wasn't on the previous list you posted here.

Lähetin teille tiliotteen sekä selvityksen osoitteesta. Voin lähettää myös henkilöllisyystodistuksen mutta se ei ollut tuossa edellisessä listassa minkä laitoitte tänne.

I put all the necessary documents on your site when I finally got to log in to my account.

Laitoin kaikki tarvittavat documentit sivustollenne kun vihdoin pääsin kirjautumaan käyttäjälleni.

Dear Kimmo1,

I hope this email find you well.

Kindly be advised that your account is verified and you can make a withdrawal request.

Thank you and have a great day.

Best Regards,

Caddola Team

Thank you for the positive news, Caddola Team.

Dear Kimmo1,

I hope this message finds you well. I wanted to inquire if you have had the opportunity to submit a withdrawal request or, ideally, have you received your winnings yet?

I just submitted a withdrawal request for 500e. Waiting for verification. I will report here when I get the money in my account. The maximum withdrawal was 500e so I still have 76euro left in my account.

Laitoin juuri 500e nostopyynnön. odottaa tarkistusta. Ilmoitan tänne kun saan rahat tilille. maksimi nosto oli 500e joten tilille jäi vielä 76euroa.

Dear Kimmo1

I trust the withdrawals will be processed in the standard way. Please let me know once you receive all your winnings.

I just received a 500 euro withdrawal into my account, now I'm waiting for that 76 euro.

Sain juuri 500euron noston tilille, nyt odottelen tuota 76euroa.

Dear Kimmo1,

Thanks for the update. I remain hopeful that the remaining €76 will be disbursed to you shortly.

Dear Kimmo1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I've transferred everything to my account! Thanks for your help.

Hei olen saanut kaiken nostettua omalle tililleni! Kiitos avusta.

Dear Kimmo1,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received all your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino Guru