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Casoola - Not paying and ignoring me

Ruling

Found for the Player - Despite our repeated efforts to contact Casoola to discuss this issue we have received no response whatsoever from the operator.

Read our Casoola Casino Review.

Player's Complaint

I won 804.50 euros on the 22nd of August, I have sent in all of the many documents that they have requested but they are just ignoring me. They are never available on live chat and they sent a email saying they are pulling out of Ireland so money needs to be withdrawn by 31st December 2022. I cancelled my pending withdrawal so that I could try to withdraw it again but now the money has vanished from my account. Could you please contact them on my behalf and try to find out what they are doing. Thanks

Read the casino review

2 Responses

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thepogg
December 28, 2022

Hi Frozenmaid - welcome back!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
thepogg
January 21, 2023

Hi Frozenmaid,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

All we can suggest at this juncture is that you contact the operator’s ADR, IBAS.

Sorry we could not be of further help.

ThePOGG

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Agreement

Frozenmaid 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
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Genesis Global Limited

December 26, 2022

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