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Casoola - Account blocked, withdrawal never showing up and no contact from the casino


Resolved - Casoola Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casoola Casino Review.

Player's Complaint

I requested a withdrawal of the contested amount on the 7th of December 2020, soon after I was informed my account had been blocked for "routine security checks" and since I have heard nothing from the casino, even having chased them a number of times. There is still no sign of my withdrawal.

As stated in the UKGC's rules, ID verification is not allowed to be used for the purpose of stalling withdrawals. Especially relevant as I've already provided (and had accepted) extensive ID verification to another Genesis casino in the past.

This casino needs to lose its license. But first I'd like my money back.

Read the casino review

4 Responses

January 8, 2021

Hi conorpelt - welcome to!

I'll contact the operator and see what we can find out for you.



January 31, 2021

Hi conorpelt,

Our understanding is that your withdrawal has been processed. We would appreciate it if you could let us know when you receive your funds.



February 7, 2021

Hi conorpelt,

Have you received your funds?



February 14, 2021

Hi conorpelt,

If we haven't heard from you by Friday the 26th of February I'll assume you no longer need our assistance and close this complaint.



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conorpelt consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casoola
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

January 8, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.