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Casoola Casino - Withdrawal pending since 25th March 2020

RESOLVED
Complaint Info
Disputed casino Casoola Casino
Reason Delayed payment
Amount £ 982
Baxter08 United Kingdom
Posted on April 18, 2020

On 25th March I opened a Casoola account and won £982 after completing all wagering requirements. I requested a withdrawal on the same day. I emailed them on 3rd April as I hadn't had any communication from them and they replied on 6th April to say that my withdrawal is currently under review and that I will receive an email once this is complete. Since then I have had no further emails from them.

I went on live chat on 11th April and asked when I would receive my withdrawal. My message was read but not answered, then they cut me off after a few minutes. I started another chat and was told that my query would be passed to the relevant department. I sent them an email after this, with my verification documents attached. I have still not been asked for any documents from them but sent them to try and speed the process up. There was no response to this email. I sent a further email on 13th April, again there was no response to this.

Can you please help resolve this matter and get my withdrawal processed?

Posted on April 22, 2020

Hello BAXTER08,

thank you for your patience.

Please note that we checked your account and we can see that your Account is correctly verified now and the pending withdrawal we confirm that was correctly paid out yesterday.

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

Regards,
Casoola Team

AskGamblers
Posted on April 22, 2020

Dear @Baxter08,

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.

Baxter08 United Kingdom
Posted on April 22, 2020

Hi, I received the money in my bank today. Thank you.

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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