Casoola - delaying payout

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Casoola Casino Review.

Player's Complaint

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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6 Responses

ThePOGG

December 1, 2020

Hi elladad - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 11th of December let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

ThePOGG

December 13, 2020

Hi elladad,

Are you still experiencing issues?

Thanks,

ThePOGG

ThePOGG

December 20, 2020

Hi elladad,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

December 27, 2020

Hi elladad,

If we haven't heard from you by Friday the 8th of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Elladad

December 27, 2020

Hello, My apologies I had sent a direct email to yourselves and hadn't realised I could reply here. Yes after 13 days I received my withdrawal and unfortunately have now closed my accounts with the brand due to the many issues I faced. Regards [EDIT]

ThePOGG

January 3, 2021

Hi Elladad,

Thanks for letting us know - it is appreciated!

ThePOGG