Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.
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I have been a customer of casoola since they first opened and also across majority of the genesis global brand, unfortunately loyalty is not recognised here. I got up to £5,000 on Sunday 22/11 so decided to withdraw was charged for doing so, casoola waited 48 hours before requesting verification documents baring in mind that I was unable to upload my documents on site at any time due to it stating that they already had all the necessary inform! I replied to the email request for my documents on 24/11 with my documents attached as again was unable to upload them on site. 8 days have passed since I requested a withdrawal, over 72 hours since my documents were verified I was told yesterday 29/11 by support and the complaints team by email that my withdrawal had finally been authorised and would be released by midnight .Logged on today 30/11 to see my withdrawal is still pending and the withdrawal is being checked, so that's another 3 different departments lying to me. Ive raised a dispute with the complaints team but absolutely getting no where! The same excuse as everyone else stating there is delays due to lots of customers Blah Blah Blah you are in fact breaching your own terms and conditions. I am not prepared to let the casino make up the rules while they go along. if you like a casino that values there players and don't purposely delay giving you your funds then avoid casoola at all costs. I will be closing all accounts under this brand down due to there insufficient reasons to withholding payments to customers as soon as I finally receive my withdrawal!!
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Elladad 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:
December 1, 2020