Complaint #4 Cadabrus Casino

Balance got removed

By nogambling4u

4 years ago

I was using a Rollover bonus on my first deposit on the website "betinia". Without warning or mail in advance I got a notification saying that betinia isnt available anymore in germany and my account with balance has been migrated to the website "cadabrus".

After logging in on that website I asked the live chat how i should continue with the rollover because I had to do it on sportbets and cadabrus only has a casino and no sbook. The live chat said that it isnt possible to rollover the money anymore, deleted my balance (inclusive my real money balance) and said that i had to get in contact with the mail support. Since then (over a month ago) I wrote three mails, contacted the live chat few times and got no response on my mails.

How should I proceed? Thanks in advance!

Kolya < surname removed >

Disputed Casino Cadabrus Casino

Reason Refund declined

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

nogambling4u

4 years ago

yea it was solved. Cadabrus was kinda nice and helpful, but im still sad i lost money. No fault goes to cadabrus though-

AskGamblers

• Support Team

4 years ago

Dear @nogambling4u,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cadabrus Casino

• Representative

4 years ago

Dear All,

Thank you for the cooperation.

We would like to confirm that the complaint was settled with the help of Alternative Dispute Resolution Body and we have reached an agreement with the customer that the case is resolved. We kindly ask the client to confirm the above.

Looking forward to your reply,

Sincerely,
Cadabrus.de

Cadabrus Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $137

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Cadabrus Casino Complaints

See all complaints for this casino

Cadabrus Doesn't pay full amount

I won 700€ at the Cadabrus Casino. I tried to withdraw 500€ but they declined my payment and said that they will pay with manual withdrawals. I have only received 210€ so 490€ is missing. They paid the 210€ over three weeks ago so i assume they aren't planning on paying any more money. They haven't asked for any more documentation. And they don't provide any more info about the remaining money.

Resolved

€490

Refuses to provide information on my account and answer to emails

I have requested Cadabrus support to provide me with information on my account, the reason why my account has been closed and the closing date. I have sent multiple requests, but I have not heard back from them. I see that I have the right to know what information is stored regarding my account. I need the information in order to resolve another ongoing dispute with a sister casino.

Resolved

Deposit not credited after 2 weeks

I made numerous deposits on this site without a problem. On the 23rd of December I made a 50€ deposit via Sofort Banking which was not credited to my account. Since I received an error message from the payment provider, I was sure that something is wrong. The 50€ were deducted from my bank account but not credited to my players account. I immediately contacted the live support and informed them and provided a screenshot of the transaction. I was told the finance department will contact me once the problem is solved. Until today they never contacted me. I checked back with live support multiple times and always got the same answer.
I had deposit problems of this sort in other casinos in the past. It took a couple of days, a week tops.
After 2 weeks without a single email from finance this matter became unacceptable.
I would like that the casino is giving me a plausibel reason why this issue is not solved yet.

Resolved

€50