Cadoola Casino - Pelaajan tili pysyy auki sulkemispyynnöistä huolimatta.

Hello, I have asked for my account to be closed for gambling addiction several times in this casino, but my account is still open.

I am requesting a refund of my deposits made from the first closure request on January 31st to today.

Around 150 euros.

Thank you

Buongiorno, ho chiesto la chiusura del mio account per ludopatia per più volte in questo casino, ma il mio conto è ancora aperto.

Chiedo il rimborso dei miei depositi effettuati dalla prima richiesta di chiusura il 31 gennaio ad oggi.

Circa 150 euro.

Grazie

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Good morning, I have sent the closure requests by email, and the request with the list of my deposits.

Thank you

Buongiorno, ho inviato tramite email le richieste di chiusura, e la richiesta con l'elenco dei miei depositi.

Grazie

Dear Enjoy1984, has your casino account been closed? If so, when was it closed?

Was there any balance in your casino account at the time of the closure?

I tried to log in now, and my account is still open, you can deposit and play.

I have no balance in my casino account.

The casino did not respond to me, and did not send me any emails of any kind.

Ho provato ad accedere ora, e il mio conto è ancora aperto, si può depositare e giocare.

Non ho saldo sul conto del casino.

Il casino non mi ha risposto, e non mi ha mandato email di nessun tipo.

Thank you very much, Enjoy1984, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Enjoy1984,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Cadoola Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Cadoola Casino,

Could you please provide detailed information regarding this case and explain why the player's multiple self-exclusion requests were not addressed? I would like to understand why the account remains open despite the player's explicit expression of a gambling problem.

Your prompt response and clarification would be greatly appreciated.

Best Regards,

Kubo

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 Enjoy1984,

Your account has been closed. We apologize for the delay in processing your request.

Please be informed that we did not receive any email communication from you on the specified date, 31.01.25.

To assist us in verifying this, we kindly ask that you provide the ticket number associated with that email. This number is automatically generated and sent to you in an auto-reply when an email is successfully delivered to our mailbox. It will help us confirm whether the email was received on our end.

Kind regards,

Cadoola team

I did not receive any confirmation number, but the email arrived, it did not return with the message not delivered, and several times I contacted support to request the closure and they told me to wait for the response via email.

I also requested a list of my deposits since the beginning of the year, and this request was also ignored.

Non ho ricevuto nessun numero di conferma, ma l email è arrivata, non è tornata indietro con il messaggio non consegnata, e piu volte ho contattato il supporto per richiedere la chiusura e mi dissero di attendere la risposta tramite email.

Ho anche richiesto l'elenco dei miei depositi effettuati da inizio anno, e anche questa richiesta è stata ignorata.

Dear Enjoy1984,

As there is still a discrepancy between your claims and those of the casino regarding the email sent on January 31, and since verifying the email’s validity is nearly impossible, our standard procedure in such cases is to request a screen recording as evidence.

Please provide a video recording showing you accessing the "Sent" folder in your email client, locating the message in question, opening it, and displaying its content. Kindly ensure that all relevant details, including the date, recipient, and any attachments, are clearly visible in the video.

You can send the recording to my email address at jakub.m@casino.guru.

Thank you in advance for your cooperation. Please let me know if you need any assistance.

Video sent.

Thank you

Video inviato.

Grazie

Dear Enjoy1984,

Thank you for providing the video. It is clear that the email was indeed sent.

Could you please provide the exact date(s) of your deposits into the casino following your initial self-exclusion request?

Thank you in advance.

I asked the casino for a list of my deposits, but got no response.

Unfortunately, the system did not give a list of deposits made from the casino account.

However I definitely played on March 6th, the day I sent the email.

Ho chiesto al casino l elenco dei miei depositi, ma non ho avuto risposta.

Purtroppo dall'account del casino il sistema non dava l elenco dei depositi effettuati.

Comunque ho giocato sicuramente il 6 di marzo giorno che ho mandato l email.

Kubo I am sending you via email a conversation via live chat where I requested the list of my deposits, and where customer support tells me to wait for a response via email, a response that I never received.

I managed to take a screenshot where I played I attach here, and also the same day the deposits made from my card but the payments are in the name of estolio, you can't see the name of the casino

Kubo ti invio tramite email conversazione tramite live chat dove richiedevo l'elenco dei miei depositi, e dove il supporto clienti mi dice di attendere la risposta tramite email, risposta che non ho mai ricevuto.

Ero riuscito a fare un screenshot dove avevo giocato allego qui, e anche lo stesso giorno i depositi fatti dalla mia carta ma i pagamenti sono intestati a estolio, non si vede il nome del casino

Dear Enjoy1984,

Thank you for the clarification.

Dear Cadoola Casino,

In your previous response, you mentioned that you did not receive any email communication from the player on January 31. Could you please confirm whether you received the subsequent self-exclusion requests dated March 6, March 10, and March 11? Additionally, could you clarify the exact date when the player's account was closed?

Thank you for your cooperation.

Dear Kubo,

Please be informed that the earliest chat communication received from the client was on 10.03.25, in which we requested the customer to contact us via email for assistance with closing their account, in accordance with our Terms and Conditions. However, we did not receive any emails from the customer before or thereafter.

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@cadoola.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

The customer's account was subsequently closed upon our initial review of this complaint on 08.04.25.

The customer's last deposit was made on 11.03.25 at 07:27 UTC.

Kind regards,

Cadoola Casino

I sent the emails, I never received any response from the casino.

I also asked for a list of my deposits both via chat and email and this request was also ignored.

Io le email le ho inviate, non ho mai ricevuto nessuna risposta dal casino.

Ho chiesto anche l'elenco dei miei depositi sia tramite chat che email e anche questa richiesta è stata ignorata.

Dear Cadoola Casino,

Thank you for the clarification.

However, the screen recording provided by the player confirms that the email in question was indeed sent on January 31. Have you previously experienced any issues receiving emails from specific domains, such as hotmail.com? It seems possible that a technical issue may have prevented delivery.

Could you also confirm whether you have received any email communication from the player at all?

I appreciate your cooperation.

Dear Kubo,

We do not have any issues with our mailing system. We received an email from the customer on 25.04.25 under ticket ID 27855075, requesting their deposit history. The request is being processed. In accordance with the GDPR, we have up to 30 days to provide the requested report.

We did not receive any prior email communication from the player, as claimed. Therefore, unless evidence to the contrary is provided—such as a ticket number associated with any previous email correspondence—we believe it is appropriate to apply the following clause from our Terms and Conditions, which states:

10.3 Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:

<...> any electronic communication that was not received;

Kind regards,

Cadoola team

I did not send any email on April 25th.

The umpteenth email I sent asking for a list of my deposits was sent on April 22nd.

I attach screenshot.

Also on March 11th live chat customer support

Even with your support there is no communication?

Io non ho inviato nessuna email il 25 aprile.

L'ennesima email che ho inviato per chiedere l'elenco dei miei depositi è stata inviata il 22 aprile.

Allego screenshot.

Inoltre l'11 di marzo il supporto clienti live chat

Anche con il vostro supporto non c'è comunicazione?

Dear Cadoola Casino,

I am following up on a request that has been submitted multiple times by the player but has not yet been fulfilled. Could you please provide the player's full deposit history since the initial alleged self-exclusion request on January 31 at your earliest convenience?

You may send the file in XLSX, CSV, or any other commonly used format to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We've just sent it to both you and the player.

Kind regards,

Cadoola team

Dear Cadoola Casino,

At this point, we find ourselves in a "word against word" situation. However, the player's statements are supported by evidence indicating that emails containing explicit self-exclusion requests were indeed sent to the correct email address.

On your end, we've only received claims that these messages were not received. To clarify the matter, I kindly ask you to provide supporting evidence for your position - such as system screenshots showing no incoming emails during the relevant period, chat transcripts, or any other documentation that could help substantiate your claim.

You may send all relevant materials directly to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Enjoy1984,

As I mentioned in another complaint thread, there have been several similar cases involving you, where self-exclusion requests reportedly sent by you were not received by the casinos.

Given your experience with online casino self-exclusions, I’m curious why you didn’t follow up via live chat or another available channel when it became clear that the casino had not acknowledged your request - especially since you did not receive any confirmation. Instead, you only contacted live chat to request a list of your deposits, without mentioning that your self-exclusion request remained unaddressed.

Could you please clarify your reasoning in this regard? This information will help us better understand the situation and proceed accordingly.

Thank you.

I had many self-exclusion requests to handle from this and other casinos in this casino group, I asked in live chat to close and they told me that the relevant department was dealing with my request, unfortunately I did not take screenshots.

I asked several times, unfortunately I had a lot of self-exclusion requests all against this casino group that deliberately reopened my permanently closed gaming accounts for problem gambling.

Avevo molte richieste di autoesclusione da gestire di questo e altri casino di questo gruppo di casino, ho chiesto in live chat di chiudere e mi avevano detto che il dipartimento competente si stava occupando della mia richiesta, purtroppo non ho fatto screenshot.

Ho chiesto per piu volte, purtroppo avevo un sacco di richieste di autoesclusione tutti nei confronti di questo gruppo di casino che ha riaperto deliberatamente i miei conti gioco chiusi in modo permanente per gioco problematico.

Dear Kubo,

We've sent it.

Kind regards,

Cadoola team

Hello Enjoy1984,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Enjoy1984,

I apologize for the delay in my response, which was due to a recent period of sick leave. Thank you for your patience.

Unfortunately, as this complaint follows a similar pattern to your previous cases, the outcome has been reached along the same lines.

You initially submitted a self-exclusion request on January 31 from your registered email address to the correct casino support address. While it is clear that this message was sent, the casino has confirmed that there is no record of it being received. After sending that first request, no further attempt was made to follow up or to contact the casino through other channels. Instead, you waited until March 6, when you deposited additional funds and sent a second self-exclusion request. Even then, you still did not reach out to the casino's support via live chat to explain the issue or confirm whether your earlier message had been acknowledged.

Between March 10 and March 13, you contacted the casino’s live chat support multiple times to request your deposit history and also to raise the matter of your ignored self-exclusion request from January. During one of these conversations, you were advised to resend the request via email. Despite this, you proceeded to make several more deposits on March 11.

Overall, it appears that you submitted a single self-exclusion request, then continued to deposit and play for more than a month without following up or using other available means of communication. Only after this extended period did you contact live support, and your deposit activity continued even after that point.

In such situations, we believe it is the player's responsibility to take reasonable and proactive steps, including following up on important requests and ensuring they are acknowledged. Relying solely on a single message, without further effort, unfortunately cannot be considered sufficient diligence on the player's part.

For these reasons, your complaint does not meet the criteria for a refund, and I must consider the case unjustified.

I’m sorry I couldn’t provide a more favorable resolution in this instance. If you face any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We’re always here to help.

Best Regards,

Kubo