Casoola - not paying out

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casoola Casino Review.

Player's Complaint

Hello,

On the 9th of Novmember I deposited a total of £600 (£300 into each) of these sites. After winning some cash on slots I withdrew £1,139.34 from CasinoPlanet and £731.75 from Casoola.

On November 10th Casoola asked me to verify my account by with documents, which I provided. They then asked for further verification including a hand written note and selfie, which I provided. They complained that I had sent the files in the wrong format so I resent them all again by email. (I could not upload them on the website platform as by this point my account was blocked.)

The last communication I received was on the 22nd of November asking again for my documents and photos for verification purposes, which I sent promptly that day. Since then I have not heard from either casino relating to my substantial withdrawals. It has been over 3 weeks of no communication and 5 weeks since my withdrawal request.

The casino is clearly violating its responsibility to pay customers within a reasonable time period.

Please could you assist me in getting my winnings, thanks for your time.

Regards,

Read the casino review

5 Responses

ThePOGG

December 17, 2020

Hi casinocomplainer - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

ThePOGG

December 27, 2020

Hi casinocomplainer,

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

Thanks,

ThePOGG

ThePOGG

January 3, 2021

Hi casinocomplainer,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG

January 10, 2021

Hi casinocomplainer,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

January 17, 2021

Hi casinocomplainer,

If we haven't heard from you by Friday the 29th of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG