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Casoola - won't verify documents and too long response time


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 provided relevant documents.

I do not own a passport or driver's license as I don't drive. I have however provided a government-issued photograph ID as well as a recent bank statement, a utility bill and a selfie of myself holding my ID.

It has been 7 days, they won't verify my ID and it takes about 2 days between each email correspondence. I was actually asked to provide ID less than 3 months old????, I understand a bill less than 3 months but ID, it doesn't make sense. They seem to be stalling to pay out and talking to customer service gets me nowhere. They just ask me for a passport repeatedly no matter how many times I tell them I don't own a passport. At the rate of response time, it will take about 6 months before I receive my funds, that's if I receive them at all.

Read the casino review

3 Responses

User icon
March 20, 2022

Hi alex1943 - welcome to!

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 1st of April let us know and I'll contact the operator on your behalf.



User icon
March 20, 2022

Hi there,

It was more the lack of response from emails,

2 days per email.

This can leave a player anxious and constantly checking emails. Also generic, repetitive emails that ignore anything you have said or asked.

The customer service is awful.

I have been paid finally.

Thank you.

Kind Regards


User icon
March 21, 2022

Hi alex1943,

Thanks for letting us know - it is appreciated :)


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alex1943 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
  • Curacao
  • Malta Gaming Authority
  • Genesis Global Limited

March 19, 2022

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