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Cadoola Casino - Unjustly degrading my payout plan, still owes me 170,000 SEK

RESOLVED
Shine1234 Sweden
Posted on July 19, 2018.

I have huge problems with getting my withdrawals from Cadoola. It´s a nice casino with great games but their rules regarding VIP levels is really sketchy and you don´t get any clear answers. But my biggest issue is the withdraws, you get mail with a payout plan that they constantly changes? I still have 170 000 crones to get out from Cadoola and I have to write them every day to ask for the payouts and time after time the canceled my payouts. I had a really big winning and decided to spend it on the casino, but it seems like they do not consider my winnings as transactions in to my account so they degraded my vip level and again changed the payout plan. When talking to a female vip consultant at Cadoola she said that I need to put more money into my account to get my withdraws. Cadoola is a nice casino but their withdraw policies doesn´t work and I wonder when I will get my 170 000 crones? And again how does your vip levels work can you please give an clear answer.

Posted on July 19, 2018.

Dear valued customer,

Thank you for taking your time to write the review of our Casino. We regret that your experience wasn’t as pleasant as we would like it to be.

We would like to kindly remind you that Cadoola has always sent funds to your bank account according to the withdrawal schedule set by the Finance Department, in respect to your previous gaming status. You personal limits were reviewed as per our VIP client and you’ve been provided with a new schedule of 30.000 SEK three times a week.

However, in accordance to paragraph 6.12.1 General Casino Terms and Conditions: “The player's VIP level is determined by the gaming activity during 30 calendar days and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a player who hasn't been actively playing for a month is automatically lowered to the level "Bronze". Unfortunately, due to no activity on your gaming account, the system automatically lowered the account status from Diamond to Gold, thus changing the withdrawal limits.


If you have any additional questions, please contact us via Live Chat or via [email protected]

Shine1234 Sweden
Posted on July 20, 2018.

Dear Cadoola!

Here are my answers to the above. And again you do have a great casino with great games but there are things that doesn't work as they should.

Cadoola answer
We would like to kindly remind you that Cadoola has always sent funds to your bank account according to the withdrawal schedule set by the Finance Department, in respect to your previous gaming status. You personal limits were reviewed as per our VIP client and you’ve been provided with a new schedule of 30.000 SEK three times a week.

ANSWER
No you have not time after time I have received a payout schedule that you have not followed.
Yes I did receive 30 000 crones for three times and was promised to receive at least three more? I was counting on the whitdraw of 30 000 crones the 9th, 11th and 13 th of july as approved by the vip in charge, since I didn't got any mail on the 9th regarding the payout I had to chase Cadoola both via mail and the livechatt to get the answer that I was downgraded, no one from you had send any information. I will comeback to the discussion of being downgraded.

Cadoola answer
However, in accordance to paragraph 6.12.1 General Casino Terms and Conditions: “The player's VIP level is determined by the gaming activity during 30 calendar days and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received.

ANSWER
This is were my big issues lays what are you limits on the different VIP levels? What do you consider a gaming activity is? Is it every day or even every second day, hours or? How much do you consider that you need to deposit and doesn't it count when you using several hundred thousand of winning that you postpone to play with? I was an active player all the time, there were only one week or 2 weeks I didn't log in to the sajt and that is 7 - 14 days not 30.

Cadoola answer
The status of a player who hasn't been actively playing for a month is automatically lowered to the level "Bronze". Unfortunately, due to no activity on your gaming account, the system automatically lowered the account status from Diamond to Gold, thus changing the withdrawal limits.

ANSWER
OK so now I am an Gold member and as an gold member you are eligible to withdraw 25 000 euro a month, then why is my payout plan only 10 000 crones 3 times a week if you sum it up that is only 120 000 crones a month not nearby 25 000 euro a month, or have you downgraded me again ? To sum it up the chatt works great you get answer quickly, games are great and the sajt is nice but as an player you need to be able to rely on the casino you playing at. In the same way the Cadoola receive fast deposit from players then they players should be able to get their winnings without having to argue or nagging about it. And last but not least can you please mail me my payout plan for the remaining now 160 000 crones.

Thank you and if Cadoola have any further question please email me.

Posted on July 23, 2018.

Dear valued customer,

We would like to thank you for the open feedback and full answer provided by you. All of us at the Cadoola Casino are thrilled to know that you are enjoying the casino for its selection of games (and hopefully our service too)! Our pledge to you, as our loyal and valued customer, is that we will definitely work on improvements mentioned by you.

We are deeply sorry that you have been informed on the VIP level downgrade and cashouts schedule being changed without prior notice. Your schedule and the monthly cashout amounts were double checked by the Finance Department and a new schedule was approved today, which covers the monthly limit specified per your level. The detailed schedule will be provided by the Finance Department and additional details will be emailed to you from your Personal Manager.

We understand that at the moment it is not 100% clear how to reach a specific VIP level. However, our team is working around in order to produce a clear and understandable scheme for our valued players. In the meantime, the gaming activity is considered on a day to day basis, which includes bets, deposits, cashouts and bonuses, resulting to the level being updated by the system automatically.

We kindly ask for your patience as we are looking to resolve this case very soon and with the best possible outcome for you, as a player.

Best regards,
Cadoola Casino

Shine1234 Sweden
Posted on July 25, 2018.

Answers

Cadoola
We would like to thank you for the open feedback and full answer provided by you. All of us at the Cadoola Casino are thrilled to know that you are enjoying the casino for its selection of games (and hopefully our service too)! Our pledge to you, as our loyal and valued customer, is that we will definitely work on improvements mentioned by you.

Answer
I´m really glad to hear that you finally after month of nagging are working on your improvements and looking forward to see them.

We are deeply sorry that you have been informed on the VIP level downgrade and cashouts schedule being changed without prior notice. Your schedule and the monthly cashout amounts were double checked by the Finance Department and a new schedule was approved today, which covers the monthly limit specified per your level. The detailed schedule will be provided by the Finance Department and additional details will be emailed to you from your Personal Manager.

Answer
Ok this has been my big issue and frustration your team gives different information all the time everything from being an Elite/Diamond/ Gold/Silver Vip member it seems that no one has the right information? I got an email two days ago confirming that y VIP level now is Silver member and not a Gold member that was mention in this discussion earlier?
After writing to Ask gambler I finally started to get my payouts again, the remaining fund I have at Cadoola is now 140 000 crones so in other words Cadoola has withdraw 30 000 crones to my bank account.

We understand that at the moment it is not 100% clear how to reach a specific VIP level. However, our team is working around in order to produce a clear and understandable scheme for our valued players. In the meantime, the gaming activity is considered on a day to day basis, which includes bets, deposits, cashouts and bonuses, resulting to the level being updated by the system automatically.

Ok so in other words if I´m not misunderstanding this, then the system doesn´t count when you postpone your withdraws? One of my biggest concerns and not acting fair as a Casino is that if you win a lot of money at Cadoola then you have to continue deposit money to get your winnings in other word quit fast you will end up with nothing or it will take forever of mailing and chatting to have you funds paid out . You can compare this to other casinos as snabbare, speedy and mr green were you don´t have to deposit money to get your funds, as before mentioned Cadoola is a really nice casino to play at with great games, but Cadoola needs to realize their improvement and change the system regarding their withdraw policies that are all in favor of Cadoola. Finally Cadoola need to start acting fair against the player and not push them between the chatt and mailing finance to get answers.

We kindly ask for your patience as we are looking to resolve this case very soon and with the best possible outcome for you, as a player.

Cadoola Thank you for your email from Vip I will respond to it and looking forward to your new improvements.
Still waiting for a final payout schedule emailed on the remaining 140 000 crones?


Best Shine1234

Posted on July 26, 2018.

Dear valued customer,

Thank you for your reply. We’re always open to the feedback of our customers and happy to improve both the gaming experience and overall service provided to our customers.

We would kindly remind you that payments were processed in time in accordance with your individual payout schedule. Unfortunately, the only delay was once due to payment systems maintenance we could not influence as it was needed for better processing.

We apologize for the misunderstanding with the VIP level status and confirm the current one to be “Silver”, we have no intention to mislead our customers and constantly work on improvements to provide the above standard services.

As for your withdrawal schedule, it was fully drawn up and sent to your E-Mail address already.
Thank you for your patience and looking forward to your understanding.

Best regards,
Cadoola Casino

AskGamblers
Posted on July 30, 2018.

Dear @Shine1234,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

Shine1234 Sweden
Posted on July 30, 2018.

Finally Resolved I got the payout schedule for the whole amount.
Thank you askgambler you are doing a great work :)

Best Shine 1234

AskGamblers
Posted on July 30, 2018.

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.

Cadoola Casino complaints

  • 5 of 5 resolved
  • 1 day avg response
  • 2 weeks avg complaint life
  • 10,659 USD avg amount

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