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

Ruling

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.

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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.

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