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Casoola - not paying out

Ruling

Resolved - Both the submitting complainant and Casoola Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Casoola Casino Review.

Player's Complaint

Hi, I requested a withdrawal of nearly £2.5k a week ago but instead of processing it, they've blocked my account. Live chat claim a security check is being done on my account but they don't provide any details of what the problem is. Could you please try to put pressure on them to speed things up, because atm, it's going nowhere. Thank you very much!

Read the casino review

6 Responses

User icon
ThePOGG
December 9, 2020

Hi mendyrose - 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
mendyrose
December 27, 2020

Hi,

Nothing has changed. When I go on live chat, the only option is to speak with a bot and they're ignoring my emails. My account is still blocked and my money still in there...

User icon
mendyrose
December 31, 2020

Hi, just to update you, they finally sent me the money today.

User icon
ThePOGG
January 3, 2021

Hi mendyrose,

Our understanding is that your withdrawal has been processed. It would be appreciated if you could let us know when you receive your funds.

Thanks,

ThePOGG

User icon
mendyrose
January 3, 2021

Hi, yes I received the money on the 31 of December. Thanks a lot for your help!

User icon
ThePOGG
January 10, 2021

Hi mendyrose,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

mendyrose 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 9, 2020

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