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Casoola - Over two weeks with no correspondance about £885 withdrawal

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,

After depositing £100 on Casoola on the 3rd of December, I won £900 and made a withdrawal of £885. Since then I have received no correspondance about what is taking so long and they have blocked my account. The casino hasn't asked for any verification documents, but if they need them I will be happy to provide them. I am just confused what is taking so long.

Please can you help me get my money,

Thanks,

Read the casino review

10 Responses

User icon
ThePOGG
December 19, 2020

Hi ztgood - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

User icon
ThePOGG
January 10, 2021

Hi ztgood,

The operator is waiting on you providing the following documentation:

-Proof of Identity

-Proof of Address

-Proof of Payment Method

- ID confirmation photo: it’s a selfie with the customer’s ID card.

Thanks,

ThePOGG

User icon
ThePOGG
January 17, 2021

Hi ztgood,

Have you provided the requested documents?

Thanks,

ThePOGG

User icon
ThePOGG
January 24, 2021

Hi ztgood,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
January 31, 2021

Hi ztgood,

If we haven't heard from you by Friday the 12th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
ztgood
February 1, 2021

Hello, I sent my documents yesterday. Hopefully this is sorted soon :)

Thanks

User icon
ThePOGG
February 21, 2021

Hi ztgood,

I've discussed this issue with Casoola. The documents you provided were in an unusual file format that has created difficulties. Please resubmit the documents in jpeg format.

Thanks,

ThePOGG

User icon
ThePOGG
February 28, 2021

Hi ztgood,

Have you resubmitted your documents?

Thanks,

ThePOGG

User icon
ThePOGG
March 7, 2021

Hi ztgood,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
March 13, 2021

Hi ztgood,

If we haven't heard from you by Friday the 26th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

ztgood 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 19, 2020

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