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Casoola Casino - Ridiculous Delay in Paying my Winnings

RESOLVED
Complaint Info
Disputed casino Casoola Casino
Reason Delayed payment
Amount £ 480.14
Posted on May 4, 2020

I took up Casoola's welcome bonus on the 14th Feb this year. I won about £380 whilst using my deposited funds and decided to quit while I was ahead and cancelled the bonus funds and withdrew my winnings and deposited cash which totalled £480.14. I received an email from them the next day (15th Feb), saying that my account was locked pending a security check and asking for various photos and documents to verify my account. I sent all that was required through to them later that day. Since then I have heard nothing and have sent emails to chase them up on the 23rd March, 10th April and the latest email was sent to them on 30th April. I haven't received a reply to any of my emails, despite asking them to open up a formal complaint about all of this. We are a couple of weeks away from this withdrawal being outstanding for 3 months, which is absolutely outrageous when I have given them all that they have asked for promptly back in February. It just highlights a very badly run casino really. I hope that by filing this complaint with you I can spur them into action.

AskGamblers
Posted on May 10, 2020

Dear all,

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

AskGamblers
Posted on May 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 May 22, 2020

Hello LRICKERS87,

thank you for your patience.

Kindly note that we checked your account and we confirm that the withdrawal was correctly approved yesterday, please allow up to 5 working days to reach you.

Also please note that has been decided that the account will remain closed, please refer to our Terms and Conditions 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.

We hope this clarifies everything, but please do not hesitate to contact us if you need any further information.

Regards,
Casoola Casino Team

AskGamblers
Posted on May 26, 2020

Dear @lrickers87,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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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