Cadoola Casino - Refusing to verify account and process withdrawal

Dear Patrick,

We apologize for the delay with your withdrawal.
However, according to Cadoola Terms and Conditions, your account has to be verified to proceed a cashout.
Verification is a standard procedure to make sure you’re the owner of the player’s account, and exactly you will get your winnings.
The financial department received all the necessary documents except one of your credit cards, that was used to top up your account. As you have stated that you no longer have this card, you were asked to provide an official bank statement. Unfortunately, the document you have provided has arisen some suspicion from our Risk Department and, after they have contacted the Customer Support of your bank, it was brought to our attention, that the number indicated in the statement you have provided does not exist. Due to this fact, to complete the verification of your account, we kindly ask you to provide us with the official bank statement regarding your lost credit card.

Please, provide the requested documents via email [email protected] and your account will be verified right after. Should you have any questions or concerns do not hesitate to contact us, please. We hope for your understanding!

Best regards,
Administration of Cadoola.com

I have got an official bank statement today from my bank for the last 3 months, signed and stamped, and have forwarded it to [email protected]. I am now waiting for their response.

I have also attached it here.

Dear Patrick,

Thank you for the provided documents. After a thorough check of the received documents, our Risk department states, that you still haven't sent the needed card you used to top up your balance.

We kindly ask you one more time to double check email from our Financial department and provide the information regarding the card we asked you to send, please.

Looking forward to hearing from you soon.

Best regards,
Administration of Cadoola.com

There isn't any 'card' that I used to top up my balance to give. I did not make a deposit this time on cadoola, these were winnings from a free spins promotion I recieved for liking and sharing cadoola's facebook post.

The last time I used a card to top up my balance on cadoola was February of 2018, over a year ago. That card has expired long ago and I have discarded it.

Now the financial department sent me an email saying this:

"We would like you to provide us with an official, authentic and legit statement from a bank that credit/debit card ***0918 belonged to you and is no longer in use/active."

So what does it need to contain exactly on the letter? Because I have already been to the bank twice, the first time for a letter stating that I am the owner of ***0918, and the second time they gave me last 3 months bank statements. What exactly needs to be on the letter that makes it 'official, authentic and legit"? The letter was signed and stamped by the bank and had the bank's contact details.


Tommorrow I will go to the bank for a THIRD time to ask for this letter, and I will ask for the letter to be really 'Official, authentic and legit."

I'm tired of being given the run around for this withdrawal. This casino had no problem processing and taking all my deposits in the past, but when its time for me to make a small withdrawal, it is a mammoth task to get my money. They have already doubted the authenticity of the letter I gave to them from the bank.

I have looked through my past bank statements from my internet banking for that period of Feb 2018 and even found a transaction to cadoola. It states there my card number used at that time. I have posted a screenshot here from my internet banking of that transaction.

On the 19th of Feb 2018, at the bottom of the statement, there is a purchase right there for Cadoola.com for 20 euros.

And here is also a screenshot from my internet banking, with the transaction expanded, showing my card number at the time. I still have the same account, just a different debit card number. I am also happy to give this but I don't see how it is relevant as I have not used my new card at cadoola yet.

I have given everything they have asked for, and I am still being given the run-around. This is completely unfair.

Please view attached files.

Dear Patrick,

We will ask our Finance team to check sent documents one more time. We will get back to you as soon as possible!

Best regards,
Administration of Cadoola.com

Still waiting for a response.

Dear Patrick,

First of all, we want to thank you for the provided documents. Also, we want to tell you that your account was verified and the withdrawal was successfully processed.

We also want to apologize for the delay with the answer.

Should you have any other questions, do not hesitate to contact our support team, please.

Best regards,
Administration of Cadoola.com

After 3 weeks of back and fourth emails, three trips to the bank, several emails later, I have finally received my withdrawal. What a huge pain in the ass just to get my money, thank you for putting me through all these hurdles with the delay tactics, after these excessive inconveniences I will not be playing at this casino again.

Politely get bent.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.