Cadoola Casino - Pelaajan tilin sulkemispyyntö jätetään huomiotta.

I asked cadoola to close my account yesterday due gambling problem. I also asked them again this morning. Both emails remain unanswered, I also asked chat and they told me to send email so nothing helps and happens. After I had twice asked them to close my account because of gambling problem, they still allowed me to play 80 euros which is the last money i had this month.

Dear Kkriz,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Cadoola Casino.

I checked the self-exclusion section and found this information:

Voluntary Exclusion: You can contact our customer support by sending an email to support@cadoola.com , after which we will close your account within 24 hours. It is the player's responsibility to also disclose any other gaming accounts and promise not to open new accounts. We will use reasonable efforts to prevent new accounts from being opened, but it is the player's sole responsibility to ensure that no new accounts are created. Our site is not responsible for any losses incurred on other accounts.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you contacted the casino from your registered email address? Did you receive any response from the casino since sending the requests?
• Have you saved your communication with live chat from yesterday? Would you be able to share it with me? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Thomas

Dear Kkriz,

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

I checked the self-exclusion section and found this information:

Vapaaehtoinen pelikielto: Voit ottaa yhteyttä asiakastukeemme lähettämällä sähköpostia osoitteeseen support@cadoola.com, minkä jälkeen suljemme tilisi 24 tunnin kuluessa. On pelaajan vastuulla kertoa myös mahdollisista muista pelitileistä ja luvata olla avaamatta uusia tilejä. Pyrimme kohtuullisella vaivalla estämään uusien tilien avaamisen, mutta on yksin pelaajan vastuulla varmistaa, ettei uusia tilejä luoda. Sivustomme ei ole vastuussa mahdollisista menetyksistä muilla tileillä.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted the casino from your registered email address? Did you receive any response from the casino since sending the requests?
• Have you saved your communication with live chat from yesterday? Would you be able to share it with me? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Im requesting a refund of 80 euros from them. My account is still open, I dont have any answer from them support email.

And yes I have contacted them with my registered email.

And to add, the first email that I sent was way over 24 hours sent before I lost the money.

Okay I send you email

Thanks for your messages.

Could you please advise if your account was already closed? When exactly?

No my account is still not closed. I have asked about this in their support chat almost every day since I sent those closure emails. They just dont respond to me, its over week.

Thank you very much, Kkriz, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Kkriz, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Could you please forward me the original e-mail you have sent to the casino requesting the self-exclusion? My e-mail is matej.l@casino.guru.

I’d like to also invite a representative of Cadoola Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Messages including sensitive information can be also sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Okay thanks, I sent email

Thank you for the original message provided. Can you confirm which e-mail have you used to register at the casino, as it seems like you are using two separate Gmail accounts? Thank you.

I sent it to you via email!

Thank you. I have got the messages and I have contacted the casino representative, to see what can we do in this case.

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 all,

We would like to inform you that we are looking into the request.

We would kindly request that you remain patient as we endeavor to complete the verification of your report as soon as possible.

Thank you in advance.

Kind Regards,

Cadoola Casino Team

Dear Cadoola Casino Team, thank you for looking into this matter for us.

Please, keep us informed as soon as you have more to share. In case of sensitive information, this can be sent to me directly at matej.l@casino.guru.

Thank you.

Now they finally closed my account but they didnt say anything about the refund yet!

Thank you for the update! I am glad things are moving forward. With the account blocked, you won't be able to deposit in case of relapse, which is great. Now, let's see how the casino addresses the refund part.

According to the provided evidence, you have requested the self-exclusion due to the gambling problem on 17/02/2025, so according to our standards the account should have been blocked for over 2 weeks now. Let's give the casino bit more time to evaluate the situation, and see what they decide to do.

Dear Kkriz,

We would like to kindly request to check clarification in relation to the report has been provided by e-mail.

Kind regards,

Cadoola Team

Now they answered me that no refund because they havent got email of closure request which is a lie and i have sent all the proofs also about it.

They are trying to scam. I provided the closure request emails to casino guru so please look again to this case.

Dear Cadoola Casino Team, could you please check the message from 17/02/2025 at 14:51, then following message from 18/02/2025 at 11:53? Thank you.

Dear Kkriz,

Based on your request, we have carefully reviewed the entire communication history regarding your request to close your account, however, Cadoola Casino support does not have a record of any email request.

We would kindly ask you to provide us with evidence/screenshot showing the specific email request that was sent from your registered email address (o****n@***mail.com) to Cadoola Casino support.

Thank you in advance.

Kind regards,

Cadoola Casino Team

I have sent them to you again. Also have sent them to you before in email and in chat but yeah theres all the proof. Everything also sent to Casino Guru so no point in trying to avoid this.

Dear Cadoola Casino Team, I can confirm I have received a video evidence from the player, showing both messages from 17/02/2025 at 14:51, then following message from 18/02/2025 at 11:53 in the "Sent" box. Could you please have another look on your system? Thank you.

Dear Kkriz,

We apologize for any inconvenience this may have caused, but please rest assured that we are willing to clarify the situation. 

We believe that your account closure request was sent from an email address other than the one you registered your account with at Cadoola Casino.

For this reason, we kindly ask you to provide us with proof of the email request that was sent to the Cadoola Casino support team.

Thank you in advance.

Kind regards,

Cadoola Casino

Okay Matej can you provide the casino the proof I have sent you?

I have forwarded the video to the Cadoola team. Please, let us know if you received it and if you managed to dig out the messages on your end. Thank you.

Dear Matej,

We have shared an email with you.

We will wait for an update. 

Thank you!

Best regards,

Cadoola Casino Team

I still havent got any answer regarding the refund.

I have not received any e-mail from Cadoola Casino yet. Can you send it to matej.l@casino.guru, please?

Still no answer about refund… I think they just play time with answering to get the countdown always back to six days

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 Matej,

We are reaching out in regard to the case.

 In order for us to assist, could you please let us know where we can find sent email with the evidence/video?

Thank you in advance.

Best regards,

Cadoola Casino Team

Good afternoon,

I have e-mailed them to you again, please confirm the reception and let us know of your findings. Thank you.

Dear Matej,

We have reviewed your email correspondence dated March 30, 2025, as you state, but we have not found any email with the evidence provided for this case.

Kind regrads,

Cadoola Casino Team

Dear Cadoola Casino Team,

Do you mean you have not received the attachments I have sent, or that the e-mails provided are not evidence enough? I am confused.

Dear Matej,

That's right, we didn't receive any email with shared evidence under ID: 148658, except for a link to the complaint itself.

A screenshot of the provided email you sent under ID: 148658 has been emailed to you.

Kind regards,

Cadoola Casino Team

I am unsure why would you react to the automated message instead of looking for my e-mail on 30/03, but to speed things up, I have again included the player's e-mails with a reply to your last message. Hopefully now there will be no more delays. :)

Dear All,

Thank you for the evidence provided.

We will forward them to the relevant team for further investigation, and as soon there are updates, we will inform you.

We appreciate your patience.

Kind regards,

Cadoola Casino Team

Its been almost two months since the first message here, I really hope they investigate this quick especially since there is not much to inspect. All the clear evidence is there..

Dear Cadoola Casino Team, thank you for the confirmation and please let us know of your findings as soon as the investigation is complete. Thank you.

Dear Kkriz,

We are pleased to convey that a refund of 80 EUR will be issued to you.

Please be assured that your refund has been processed, and you will receive your payment at the earliest opportunity.

Kind regards,

Cadoola Casino Team

Thank, you. Casino paid the 80 euros and my account is closed. Thank you also Casino Guru and Matej for help!!

Dear Kkriz,

I am very happy to hear that your issue has been resolved, and would like to thank Cadoola Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru