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Sportsbonus wagering doesn't work


3 months ago

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

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Disputed Casino CasoolaCasino
Reason Bonus abuse

Discussion

User name

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.

User name

Dear @gkal,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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
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.
Status unsolved Unresolved
€1,000
Complaint against Casoola Casino and responsible gambling failure

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,

<full name removed>

Status unsolved Unresolved
$1,300