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Casoola Casino - They have still not processed my withdrawal

RESOLVED
Complaint Info
Disputed casino Casoola Casino
Reason Delayed payment
Amount € 1200
2ansOet Norway
Posted on April 15, 2020

I started on this site as a new player and I won some money, about 1200 Euro. So I decided to make a withdrawal on Tuesday 31.03. until now today is 14.04. "two weeks" I have still not gotten any confirmation email about processing my withdrawal. Normaly you have to send in documents to vertifie yourself, but I have still not received any email about this. All I got is an email from them after I sent an email to ask how is it with my withdrawal is:

Thank you for contacting Casoola Support with your request.

Kindly note that your withdrawal is undergoing a routine check by the finance department, you will be contacted via email once the routine check is completed.

Please be advised that in some cases withdrawals can take longer than anticipated to be processed.

At the moment we don't have a specific time frame of how long it will take to process the withdrawal, however please be advised that once it's reviewed you will be contacted directly by the relevant department.

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you.

AskGamblers
Posted on April 22, 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 2ANSOET,

thanks a lot for your patience.

Please note that we checked your account and we can see that it was correctly verified on the 19th of April, also we confirm that on the same date the pending withdrawal you are referring to was correctly paid out.

Please allow up to 5 working days to the funds to reach you, if you will still have any issue do not hesitate to contact us and we would be more than happy to assist you further.

Regards,

Casoola Team

AskGamblers
Posted on April 22, 2020

Dear @2ansOet,

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.

2ansOet Norway
Posted on April 22, 2020

I confirm that I've received the money now, even tho getting my funds it is not fair that a player should wait 3 weeks to get the funds.

AskGamblers
Posted on April 22, 2020

Dear all,

As apparent from the submitter's latest post, 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.

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