Complaint #56 Cadoola Casino

Bonus wager never ends

By Felix B.

1 year ago

This casino gets especially creative when it comes to withholding players’ winnings. See the attached screenshot. I have wagered more than three times the required amount for the bonus — and yet the bonus money still hasn’t been converted into real money.

I played according to the rules: no more than €5 per bet, no restricted games (which aren’t even available on the site), and, as mentioned, I fulfilled the wagering requirement more than three times over. Of course, the live chat support is unable to help me.

That’s why I’m turning to you. Otherwise, this casino will simply get away with what appears to be systematic fraud. Please help me!

Disputed Casino Cadoola Casino

Reason Wrong calculations

Amount €1000

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following an email confirmation from the complaint's submitter, 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.

AskGamblers

• Support Team

1 year ago

Dear @Felixtt15,

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.

Cadoola Casino

• Representative

1 year ago

Dear FELIXTT15,

We apologize for the delay.

I am happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best Regards,
Cadoola Casino Team

Felixtt15

• Nordrhein-Westfalen • 4 reviews

1 year ago

Thank you for the explanation - but the wager information was not even clear to your own chat support^^
When will you pay out my withdrawals of 1.000€ dear Cadoola Casino? Waiting for days already🙂

Cadoola Casino Complaint Stats

Resolved 21 / 22

Avg. Amount $3,068

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Cadoola Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Cadoola Casino Complaints

See all complaints for this casino

Deliberately delaying withdrawals

I contacted customer support because more than the 3 business days specified in Terms & Conditions have passed since I submitted my withdrawal requests, yet they still have not been approved. According to the customer support, the delay is caused by the payment processor. However, the attached image clearly shows that the reason lies elsewhere.

Unresolved

€607

Cadoola casino stalling withdrawal

Hello,

I am trying to withdraw 500PLN since 29.11.2025, I had withdrawals and deposits previously. I am verified, live chat can only copy and paste messages about high volume of transactions right now. T&C says about maximum of 72 hours in business days, it's like 90 hours now and nothing happened, I didn't even get any email about it, just the copy and paste messages on live chat attached below. I attached screenshots from live chat and from withdrawal menu.

Resolved

zł500

Profile verification delayed payment

Hello, on 16.09.2025 I played Casino Cadoola. I managed to roll over the bonus money and I had 88,000 CZK left, I put part of the money into a withdrawal. After About 20 days, I had a message from Casino Cadoola that they wanted verification. They wanted ID, Skyc of faces, background photo of Casino Cadoola with ID and Skrill account statement. I sent everything. After a week they wanted a statement from the Skrill account again and after a week they wanted a statement from the Skrill account again. The Day before yesterday it appeared that I should verify myself again, but it is not written how, so I wrote to support and they referred me to [email protected]'s been going on for a long time, and it seems to me that they're just trying to delay the selection, that's why I'm writing here, thank you < full name removed >

Resolved

Kč88,000

Not paying out a withdrawal after a week

Dear AskGamblers,

Since the date of 24/10 (which was a week ago), I've been trying to withdraw 40€ from Cadoola, but unfortunately the casino doesn't want to give me any closer information on when I will receive my funds.

I tried to reach out to support many times, but in the end I only got the same autogenerated responses and no interest in solving any issue.

I expect a swift answer regarding this matter from the casino.

Regards,
Martin

Resolved

€40

Not closing my account after multiple requests

I feel the delayed withdrawals are a scam at all Stellar Ltd operated sites. They just keep delaying payments for weeks at times. For this reason i decided to close all my accounts on their sites.

I have submitted an email to cadoola without acknowledging my request.

Please support me getting this account closed for at least 2 years, but preferably forever.

Thank you.

Resolved

Money is gone attached the proofs

Hello, I have won an amount of 5000,18€ with the Cadoola casino, I could withdrawal 2500 €, it was not possible to take out all at once, the next day I log back in to my account and what do I see that there is only left +/- 270€ (?!), I have send several emails, messages, the live support, but nothing helps, finally I have the history! You can see that the money isn't played, but it's gone! The vip manager, she doesn't answer anymore, nobody...... I don't know what to do, can you please help me?? I sent you the screenshots of the history, for sure you see that the money was there and next day it was gone! I have more screenshots, almost of everything, I can send you everything that you would like to see.. There were still 2915.15 euro in my account, what can I do please??

Kind Regards,

< first name removed >

Rejected

€2,915

Is unable to block my account

Cadoola Casino is unable to block my account even after 2 months of constant urging, emails and requests on live chat. I have problems with gambling addiction and I want to block my account, in my opinion the casino's actions are against good morals and they violate their own terms and conditions. Can you please help?

Resolved

Verification of bank account

Hello i have problem with verification all documents get accepted only bank statement is canceled like 3 times i try to contact them but they not giving me clear answers I also send more documents via email but they don't reply i ask them what account number statment they want but they don't answer because i was using different for deposit and different to withdrawal also i wan making deposit via bit coin can u help me with this ? Is 4000e

Resolved

€4,000

Payment problem Cadoola online casino

My name is < full name removed > and I am a cadoola casino player. I would like to report a problem and complaint. I did not use a bonus in the casino, I played with my own money. I won, but they refused to pay my prize to any financial instrument.

1. Payment request

I asked for the bank card I used to pay for the game. Embossed card, valid card, can accept foreign currency, I regularly pay with it abroad, no banking problems. My payment request has been cancelled.

I wrote to customer service and they told me to choose an IBAn number.

2. Payment request

I entered an IBAN number belonging to a Revolut account, which also belongs to my name.This claim has also been cancelled. I wrote to the customer service again that neither payment was successful.

3. Payment request

I gave customer service my bank account details, which are connected to the visa card used for the payment.

At the moment, I am at the point where they are not willing to transfer my own money. I have 3 payment options, all in my own name.

I write to the online customer service in vain, they do not help me, they leave the conversation.

In all cases, I entered an international format, all my data is real, everything is in my own name, and everything works. I have been waiting for the money to be disbursed for more than a week. I also filed a complaint with the casino yesterday, but I still haven't received a response.

I took a screenshot of everything, which shows that my bonus balance is 0 and my real balance is HUF 200,000.

I want to get my money.

< personal information removed >

I would need the contact information of the supervisory organization. I await your reply and thank you for your help.

Thanks

Resolved

Ft200,000

Withdrawal way past normal processing time

Good day AskGamblers.com,

I have used your website for many years when looking for new casinos. I registered as a member only today to register a complaint.

I believe I have properly read all the instructions on how to do this correctly and understand what not to do.

My case is quite simple, I have been a member of Cadoola Casino since Wed, Mar 27, 2019.

At some point I stopped playing there but started playing there again in May of this year (2023). I think it is a good casino and made many deposits and several withdrawals on there since May 2023. Those deposits and withdrawals were processed and sent to me in between 24 and 72 hours. I use MuchBetter for deposits and withdrawals on Cadoola. I have email receipts of those withdrawals, such as when the withdrawals were made, and the subsequent emails saying when the withdrawals had been fully processed, and after checking my MuchBetter account saw that indeed the money had been received each time.

However, on June 26. 2023, at 3:25 a.m. I made a withdrawal of $175 CAD and on June 27, 2023, at 1:47 a.m., another withdrawal of $200 CAD. Those withdrawals have not been processed yet and I am worried about them since it is taking so much time. I contacted Cadoola Chat Support three or four days after the first withdrawal of June 26. I think it was on June 30 or July 1, asking about the delay and I was told that withdrawals take 3 business days, which it had already been more than 3 business days.

On Wednesday, July 5, 2023, when it had been six to seven business days I emailed [email protected] a polite and detailed description of my withdrawals and asked about when my withdrawals would be processed, that was a week ago, they have not replied.

So, three days later, on July 8, I contacted Chat Support on their website again and I was not getting clears answers from their agent. I told the agent (Kevin) that he is supposed to be there to help me and to please give me answers and at the end he said:

~Kevin
“Thanks so much for your patience. I have just checked your gaming account. I see your withdrawal is in the final stage of being processed.
Moreover, I also just forwarded a request to the financial department in order to speed up your request.” ~

I told Kevin, “Great thank you Kevin, that's the answer I wanted to hear, have a nice day”.

I do have the complete transcript of that chat should you require it.

That was four days ago, and I have yet to receive my two withdrawals.

I will attach a screenshot of the two pending withdrawals to show their amounts, the date and time of the withdrawals as well as you can see a red X next to them, which allows one to cancel the withdrawal and get the money back into your account balance to continue playing with it. I should note that after I made those withdrawals, I continued depositing and playing for several days as normal, but did not win, and therefore, made no other additional withdrawals since. But since I saw the withdrawals were not coming, I have since stopped playing there to wait for the funds.

As you can see, it has now been more than 11 to 12 business days since the withdrawals were made.

Could you please help me?

I would be happy to compensate for your time and effort if there is a charge. Otherwise, I’d be happy to donate something to your website if you accept donations or even write a review about your services on TrustPilot as well as add a link with a blurb to your website from one of my own backgammon websites. This I offer in gratitude.

Please let me know if you need anything else.

Best regards,

Mihael Liberopoulos

Resolved

$375