Casoola - unresponsive and delaying verification/payment

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

Timeline of events:

01/12/2020 – Played at Casoola and won. Withdrew the funds

02/12/2020 – ID, proof of address and card photos requested

02/12/2020 – ID, proof of address and card photos sent

11/12/2020 – ID confirmation photos & card confirmation photos requested

17/12/2020 – ID confirmation photos & card confirmation photos sent

Since 17/12/2020, I’ve heard nothing back from Casoola despite me emailing them several times. I’ve attempted to use their livechat service on numerous occasions but the robot on the chat doesn’t put me through to a customer service agent, it just reroutes me back to a message saying to contact the support team via email.

It’s now been a month since I sent these documents in to a completely unresponsive Casoola. I’m absolutely disgusted that I’m being left in the dark like this with my funds quite obviously being withheld for no good reason. It’s very unfair to subject one of your customers to this sort of poor customer service.

You would have thought that with them having their licence taken away and then reinstated, they would have drastically improved as a casino, but they are evidently still operating at substandard levels.

Read the casino review

5 Responses

ThePOGG

January 16, 2021

Hi cdh134 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

ThePOGG

January 24, 2021

Hi cdh134,

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

Thanks,

ThePOGG

ThePOGG

January 31, 2021

Hi cdh134,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG

February 7, 2021

Hi cdh134,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

February 14, 2021

Hi cdh134,

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

Thanks,

ThePOGG