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Casoola Casino - How long does it take to check 5 pictures and verify my account

RESOLVED
Complaint Info
Disputed casino Casoola Casino
Reason Delayed payment
Amount £ 201
Posted on April 16, 2020

I won a small amount of cash playing slots so requested a withdrawl for £201 on the 2nd of april, on the 3rd I was told my account was being checked so I sent documents even though I wasnt asked just to speed up the process, it's now been 12 days and I haven't had an email back, I've tried live chat but they fob you off with the same rubbish daily about how it's under review and I'm in a queue.

AskGamblers
Posted on April 21, 2020

Dear all,

This complaint has been reopened as per Casoola Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on April 22, 2020

Hello CHUNKMK2,

thank you for your patience,

please note that we checked your account and we can see that the withdrawal that was pending has been correctly paid out yesterday, allow up to 5 working days to reach you.

Kindly note that, has been decided to keep your account closed, please refer to our Terms and Conditions accepted by your self upon registration, clause 14.3 ‘The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured. ‘

Do not hesitate to contact us for any further information.

Regards,

Casoola Team

AskGamblers
Posted on April 25, 2020

Dear @Chunkmk2,

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.

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