Casoola - withholding funds/not answering emails

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

I signed up to Casoola on 14th Feb and deposited £200. I started playing and I quickly had a win which led to a total of £588.50. I had withdrawn £100 just before this, which was agreed with live chat as I meant to deposit £100. I withdrew the £588.50 balance. Casoola emailed me a large list of ID requirements despite asking for none of these on sign up, including many selfies of myself holding passport, bank card etc.

On the same day I sent all photos back to Casoola in high quality exactly as requested. I have sent these photos again on request by live chat who claimed they didn't have a full set on their system so I sent certain pictures again as requested. From this point have received no response (March 6th). Despite several follow up emails that have been ignored and live chat sessions where I am told the case will be escalated and nothing happens, my funds have not been released and emails have been ignored.

As it stands on the 15th March, neither withdrawal has been released and my Casoola account remains locked. I would appreciate some help in sorting this please.

Read the casino review

6 Responses

ThePOGG

March 17, 2020

Hi solostrike - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

ThePOGG

March 31, 2020

Hi solostrike,

The operator are still waiting for you to provide the following:

Once you have provided this, let us know and I'll follow-up with the operator.

Thanks,

ThePOGG

SoloStrike

April 9, 2020

Hi, apologies for late reply, this went to spam and I just found it. They are not waiting for this. I sent it immediately very clear and all text easy to read. They replied saying wasn't good enough as the writing was unclear, it wasn't. I contested this and finally gave in and send another set in the hope that it would get things moving. This was on April 1st. I live chatted on April 4th, they said they had not received them so I sent again and got the LC person to add them to the file and confirm this had been done. I have not received a reply since. If they are saying they haven't received these pictures they are lying and I can provide all evidence. All the best, [EDIT]

ThePOGG

April 25, 2020

Hi SoloStrike,

Casoola inform us that this issue has been resolved and you have now been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

SoloStrike

April 25, 2020

Yes that's correct. They (finally!) paid. Thanks for your help in giving them an extra push!

ThePOGG

April 28, 2020

Hi SoloStrike,

Thanks for letting us know - it is appreciated!

ThePOGG