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Cadoola Casino - Delayed €200 payment for more than a month


Complaint Info

Disputed casino

Cadoola Casino


€ 255

Posted on December 6, 2019

I have made more than 7 of deposits and after winning from 20euro to 200euro I have requested a withdrawal after more than 10 deposits. First they have cancelled it and told me wrong number card and I need to wager each deposit 3 times before I can make a deposit which is weird, anyways I did that and requested a new withdrawal using the same method I had used to top up my account.

First they say each withdrawal takes 3 days working to process and then they said 24 -48 hours on pending and they work 8 hours a day not including weekends. so one withdrawal in weekdays will take three working days.

Anyway I have waited three days and got an email that my withdrawal have been canceled 3 times like that because the payment method I had choose to withdraw (which by the way was same as deposit method) is unavailable.

An agent in chat told me (after lots of back and forth) that no reason to cancel my withdrawal request and i sent the transcript to my mail. But i do not have that :)

Verified account took more than 1 months. Deposit just 1 mins for any payment you want. But Withdrawal more than 1 months :)

1. So my questions are if the withdrawal method is not available why it is showing on the website why I can make a request using it?

2. I have already passed the waiting time for withdrawal requests only 20eur to 200eur.I don't want to wait any longer and start all over. take responsibly for your mistakes or flaws.

4. Why you are not consistent, one agent says I don't have any mistake to u cancel my withdrawal requests.

Posted on December 6, 2019

Dear Ly Thai Binh,

First of all, let us congratulate you on your winnings! Many more will come!

We always try our best to process withdrawals in the easiest and the most comfortable way, as we are completely aware, that this matter is a number one priority for all our clients and we always strive to provide them with the best service!

At this point we would like to express our apologies for a delay with the verification procedure, however, we would like to point out, that the verification documents were requested on the 18th of November for the first time and your player's account got verified on November, 29th. The reason of such an extended verification procedure was that you indicated your nickname instead of your real name in Contact Details of your player's profile, which postponed the verification and additional documents were requested. Now please be rest assured, that your further withdrawals will be processed as soon as possible without any delay.

Furthermore, we would like to draw your attention to the fact, that specific Vietnamese legislation requirements might sometimes complicate the credit card withdrawal process, therefore, the Skrill withdrawal option would be the best one considering the circumstance.

In conclusion we would like to inform you, that your withdrawal of 255 EUR has been successfully paid out to your Skrill wallet.

We sincerely thank you for your cooperation during your player's account verification and hope, that the provided answer clarifies the issue!

Best wishes,

Posted on December 6, 2019

Dear @tamly201,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on December 9, 2019

Dear Askgambler Supporting Team and Cadoola Casino,

Iam sorry for my lately to reply this complaint about my delayed payment with Cadoola Casino.

Cadoola Casino has successful payout my withdrawal requests as fast as possible after askgambler post my complaint. And i received it yesterday with my bank transfer.

But one thing is my account attendance in Cadoola is lower. This result is coming from supporting agent when i claim my bonus cashback on Monday.

Anyway iam thanks for all helping of Askgambler support Team whose help me claim this payment. And Cadoola Team whose made my payment very quickly than ever.

Best regard,

Posted on December 9, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.