Beschwerde #10
Cadoola Casino
Refusing to verify account and process withdrawal
vor 7 Jahren
I have a small 33 euro withdrawal request at cadoolla after playing a free spins bonus, and It is 2 weeks later and 15+ emails back and fourth where I have given them all the documents they requested and I am still unable to verify my account.
They are asking for selfies with old expired debit cards from 6/8 months ago that I no longer have. I informed them of this and how it was impossible to retrieve a 'selfie' with a card that has been thrown away, and their support told me to get a letter from my bank stating that I am the owner of these cards. I have provided them with this letter, only to be replied again asking for "" A selfie photo of yourself holding in hands credit/debit card XXXXX". I have already informed them that is impossible, because I threw that card out for it was expired/no longer in use. I don't know what to do now and I am tired of wasting time every day speaking and waiting with their chat, so I have come here to voice my complaint.
Hurdle after hurdle and delay after delay, which I bet they apply to their entire user base, and alot of the time will result in people giving up attempting to retrieve their winnings, or simply playing them out and losing them to the casino in the time they are being delayed. No doubt the employment of this policy nets them some long term profitability by shorting out customers using inconvenience in an attempt to make them fold, or give them more opportunity to lose away their winnings out of boredom instead of withdrawing. Underhanded and despicable unfair tactics employed by a casino that clearly does not value its customers, but only sees them as something to exploit.
I am able to provide all the email exchanges between myself and the casino, as well as all types of verification documents and details. I am however, unable to provide a 'selfie' with an expired card that I last used at the casino because those cards are old and gone. They told me that it was fine on support chat, and to send a letter from the bank stating that I am the owner of said cards, which I have done. Now after sending this, they are now asking for the selfie picture again, and they are disputing the legitimacy of my paper statement from the bank, and asking me to get a physical copy and 'take a photo' of it. For the record, the letter has a contact number on it to the bank which they refuse to call.
I'm tired of dealing with them so I have come here to find more help because I feel like I am being abused by the operator and they are placing every hurdle possible between me and my money.
They are asking for selfies with old expired debit cards from 6/8 months ago that I no longer have. I informed them of this and how it was impossible to retrieve a 'selfie' with a card that has been thrown away, and their support told me to get a letter from my bank stating that I am the owner of these cards. I have provided them with this letter, only to be replied again asking for "" A selfie photo of yourself holding in hands credit/debit card XXXXX". I have already informed them that is impossible, because I threw that card out for it was expired/no longer in use. I don't know what to do now and I am tired of wasting time every day speaking and waiting with their chat, so I have come here to voice my complaint.
Hurdle after hurdle and delay after delay, which I bet they apply to their entire user base, and alot of the time will result in people giving up attempting to retrieve their winnings, or simply playing them out and losing them to the casino in the time they are being delayed. No doubt the employment of this policy nets them some long term profitability by shorting out customers using inconvenience in an attempt to make them fold, or give them more opportunity to lose away their winnings out of boredom instead of withdrawing. Underhanded and despicable unfair tactics employed by a casino that clearly does not value its customers, but only sees them as something to exploit.
I am able to provide all the email exchanges between myself and the casino, as well as all types of verification documents and details. I am however, unable to provide a 'selfie' with an expired card that I last used at the casino because those cards are old and gone. They told me that it was fine on support chat, and to send a letter from the bank stating that I am the owner of said cards, which I have done. Now after sending this, they are now asking for the selfie picture again, and they are disputing the legitimacy of my paper statement from the bank, and asking me to get a physical copy and 'take a photo' of it. For the record, the letter has a contact number on it to the bank which they refuse to call.
I'm tired of dealing with them so I have come here to find more help because I feel like I am being abused by the operator and they are placing every hurdle possible between me and my money.
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