Complaint #5 CasoolaCasino

Complaint against Casoola Casino and responsible gambling failure

By StephanieA

3 months ago

On March 2, 2026, I contacted the casino’s customer support to request the closure of my account due to gambling addiction concerns. I clearly explained that I was struggling with gambling and wanted my account closed to prevent further harm.

The casino confirmed by email that my account had been closed.

However, on March 14, 2026, I discovered that my account had not actually been closed, and I was still able to log in using the same account and personal information. During that time, I deposited and lost approximately $1300 CAD.

Since I had explicitly requested the closure of my account due to gambling problems and received confirmation that it had been closed, I believe the casino failed to apply its responsible gambling and account closure procedures.

Allowing continued access to my account after confirming its closure exposed me to further gambling harm and financial loss.

Because of this failure, I respectfully request:

-A full investigation of this situation

-A refund of the deposits/losses made after the account was confirmed closed

-Confirmation that my account is now permanently closed

I have attached the following evidence:

-The email where I requested account closure on March 2

- The email confirmation from Casoola stating that my account was closed

- Transaction history showing deposits and losses after that confirmation

Thank you for reviewing my complaint and helping resolve this matter.

Sincerely,

Disputed Casino CasoolaCasino

Reason Self-exclusion

Amount $1300

Discussion

AskGamblers

• Support Team

3 months ago

Dear CasoolaCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

StephanieA

3 months ago

Hello, following your email concerning my complaint, I am forwarding the email exchanges I have had with Casoola since March 2, 2026, in which I request self-exclusion due to a gambling issue (see PDF attached). You can start reading from the bottom (the first communication) and scroll up by date and time (highlighted in yellow). Where translation was necessary, I have inserted a translation in red text. I hope everything is correct.

Please note that my account used for Casoola is with de current email used to answer your note wich is < sent to the casino >

CasoolaCasino Complaint Stats

Resolved 0 / 5

Avg. Amount $490

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

CasoolaCasino Complaints

See all complaints for this casino

Casino is not letting me withdrawl

I deposited $2000 because the ad said quick payouts. In the terms it stays lighting day payouts. I've won $13750 and being told I can only withdrawal $750 a day on level 1. After gambling for a large amount of time and money the site told me I reached level 2 and this should get a higher withdrawal but somehow I'm still at 0% completion and still level 1. I just checked trust pilot and it does not look good. I asked for an increase and was denied. Then since they have no gambling controls I asked if they could put a $0 wager limit on my account for a month so I could slowly withdraw without being tempted by the funds. I was told that it's not able to be done. Sorry, didn't seem interested in any solutions and I'm hoping you can help.

Rejected

$13,750

Delayed withdrawal of 1000 euros with no timeframe for resolution gifen

I am submitting this complaint regarding delayed withdrawals at Casoola Casino.

I requested withdrawals totaling €1000 on May 11. 72 business hours and three full business days have now passed, yet the withdrawals are still pending.

I contacted live chat support multiple times, but the agents simply repeat copied-and-pasted responses and refuse to provide any concrete timeframe for resolution. In some cases, they ignored or avoided answering direct questions entirely. I have also sent emails to support and have received no replies at all.

My frustration is increased by the fact that today is Friday. Since the withdrawals are still pending after 72 business hours and three full business days, I am now seriously concerned that I may be forced to wait until next week at the earliest if the withdrawals are not processed today.

I have provided screenshots of:

- My last two live chat conversations with support (the last one shows clear signs of exasperation on my part)
- My verification status page

As can be seen from the screenshots, the live chat agents repeatedly provide generic copied-and-pasted responses while refusing to give concrete updates or answer certain questions directly.

These are my first withdrawals at this casino. Regarding verification, Casoola’s system does not require every player to verify before withdrawing. The verification section on my account specifically states that there is currently no need for my account to be verified, and documents can only be submitted when the page requests verification. The screenshot provided clearly shows this.

Unresolved

€1,000

Withdrawal delayed far beyond the stated processing time

My withdrawal request of 291 EUR was submitted on 23 March 2026 (I have the confirmation email from [email protected] as proof). According to the casino's own terms, the pending time for withdrawals is 24–72 hours, after which the funds should be released via the chosen payment method.

Today is 6 April 2026 — that is 14 calendar days and approximately 10 business days (roughly 80 business hours) since my request. This far exceeds the maximum 72-hour pending period stated in their terms

I have not received any communication from Casoola requesting additional documents or explaining the delay. I have attempted to contact their support but have not received a satisfactory resolution as you can see in second screen
What I expect: I am requesting the immediate processing and release of my 291 EUR withdrawal as per the casino's own stated terms and conditions.

Unresolved

€291

Sportsbonus wagering doesn't work

I deposited for sportsbonus and despite the fact I was told for the first time by the agent to play real money, it didn't count as a wager..

2nd time i contact support again, and they told me that I need to play the bonus balance.

Then i play a lot of bets, and still the wager is 0% . Even they don't know ..Two agents, two different answers for the basics about the bonus.

Then I won a sportsbet, and I have an amount of 17k, and I contacted support that something is wrong and this bonus is wagered, even if it wants raw money bets, even bonus balance bets.

And it is half a month since they are searching for a way to scam the money and not make the wager as done, and give the money cause it is bugged and shows 0%.

The bonus will expire, and I will lose my money. That's the reason for the delay

Unresolved

Is not assisting with my wagering requirements query

I deposited €39 at this casino and received the 100% first deposit bonus for sports betting.
After wagering the deposit amount once on single bets with odds above 1.50, the bonus was activated.

After that, I placed single bets with odds above 2.00 and multiple bets with odds above 1.50 per selection, as required.
I have completed the required wagering, and my wagering requirement is €0.

I’ve been trying for 8-9 days to get a clear answer through the chat and via emails, and they keep telling me all sorts of inconsistent things.
This whole situation is disgraceful.

As you can see, the conversation has been pending since 13/02/2026. I was told that “you will inform me,” but I have not received any response since then.

In 20 days, the deadline for completing the bonus expires. Common sense dictates that if there is no response from your side, the wagering requirements should not be counting down in order for the deadline to expire.

At this moment, no matter how many bets I place, they are not being counted toward the wagering requirement. This means that either I will keep playing until I lose all my money, or I will continue betting without the wagering ever being fulfilled, and the deadline will simply expire.

This is a clear and undeniable case of theft.

Please, I urgently ask for your help. I would be extremely grateful.

Unresolved