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Casoola - Blocked account, not responding to emails?

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.

Read our Casoola Casino Review.

Player's Complaint

I signed up to casoola and made a few deposits.

I requested a very small 50 euro withdrawal and the next day when I tried logging in the account was blocked? I emailed the casino numerous times over a week and received no response? Chat is always unavailable also?

Please help me.

Read the casino review

6 Responses

User icon
thepogg
June 11, 2021

Hi carplife11 - welcome to ThePOGG.com!

Have you received any communication from the operator regarding why your account was closed?

Thanks,

ThePOGG

User icon
carplife11
June 14, 2021

Hello,

I have received an email as of today stating I opened a duplicate account. However this is untrue as I have never had a Casoola account before.

Could you help mediate this as Im not sure if there is a bit of a language barrier but the responses are not super clear.

User icon
carplife11
June 16, 2021

I have had no other responses from genesis but cannot trace ever having an account with this casino. IM not sure if there is a language issue or someone with the same name?

User icon
thepogg
August 22, 2021

Hi carplife11,

Our understanding is that your balance has been paid out to you and that your account will remain closed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
thepogg
August 28, 2021

Hi carplife11,

Have you received your funds?

Thanks,

ThePOGG

User icon
thepogg
September 4, 2021

Hi carplife11,

If we haven't heard from you by Friday the 17th of September I'll assume you no longer need our assistance and close this complaint.

Thanks,

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Agreement

carplife11 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
  • Curacao
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Genesis Global Limited

June 10, 2021

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