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Casoola - blocking account, delaying withdrawal

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

Upon requesting my withdrawal casoola has blocked my account. They've given me no communications and when asked on live chat I'm given a vague response as to the purpose of all this and when I can expect any communication or my money. I've already provided full ID including selfies to their sister site Spinit, which were accepted. so they are clearly just stalling, which goes against the recent UKGC rules regarding using the verification process as a stalling method.

Read the casino review

7 Responses

User icon
ThePOGG
December 12, 2020

Hi fenola - welcome to ThePOGG.com!

When did you request your withdrawal?

Thanks,

ThePOGG

User icon
fenola
December 13, 2020

Hello, sorry for forgetting to specify. This was on the 7th, and I've had no communication from them since other than to block access to my account.

User icon
ThePOGG
December 13, 2020

Hi fenola - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 25th of December let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
fenola
December 27, 2020

Hello, the 25th has now passed and I have still heard absolutely nothing from casoola. It's now starting to really worry me as they clearly do not want to pay. Please escalate my complaint.

User icon
ThePOGG
January 10, 2021

Hi fenola,

Our understanding is that your withdrawal has been processed but that your account will remain closed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
ThePOGG
January 17, 2021

Hi fenola,

Have you received your funds?

Thanks,

ThePOGG

User icon
ThePOGG
January 24, 2021

Hi fenola,

If we haven't heard from you by Friday the 5th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

fenola 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

December 12, 2020

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