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Casoola - Payout issues

Ruling

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

Read our Casoola Casino Review.

Player's Complaint

Hi, I was fortunate enough to hit a big win at Casoola and I withdrew on the 15th May £8420.

I have not received funds yet and also have heard that Casoola's UK license has now been suspended.

I am really worried that because of this they will not pay, googling it seems they are very bad for stalling anyway. Could you please help to put a little pressure on them to pay out? Despite being verified anyway they asked for selfies with a handwritten note and holding bank card, passport etc. This has been provided.

Thanks in advance for any help you can give

Read the casino review

5 Responses

ThePOGG
July 22, 2020

Hi jhcat90 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

jhcat90
July 22, 2020

Thanks! Today I noticed they'd cancelled the withdrawal and the funds were back in the account, when I queried this on live chat they said the withdrawal had been released but due to a technical error the funds had been returned to my account.

Not sure if they are trying it on a bit as they didn't email me anything and had I not checked I wouldn't have been aware. I've put it through as a withdrawal again, it makes me a bit uneasy due to the license situation and this isn't a problem I've experienced before at a casino.

Thanks again for any help you can provide!

ThePOGG
August 7, 2020

Hi jhcat90,

Casoola inform us that your withdrawal has been processed. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG
August 13, 2020

Hi jhcat90,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
August 20, 2020

Hi jhcat90,

If we haven't heard from you by Friday the 28th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jhcat90 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

July 22, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.