Beschwerde #2 Cadoola Casino

Withdrawal claim declined due to unproven duplicated account accusations

Von Afi4wins A.

vor 8 Jahren

On 9th February 2018, I signed up at Cadoola Casino and made a 20 EUR deposit to claim its welcome bonus of 100% and 200 free spins. I got both the bonus money and the free spins, but I didn't play the free spins at all, simply because I had wanted to play with my deposit and bonus money first. The free spins would only be used as a 'second chance' for me if I happened to lose all my balance.

With 40 EUR in my starting balance, I played on my favourite game, Finn And The Swirly Spin, all the way through from start to finish, with bets from 0.10 up to 0.50 EUR only, and finally ending my play the next day (10th Feb local date) with a 160.06 EUR balance after completing all the required wagering. I couldn't make a withdrawal because the free spins were active in my account, so I requested them to be cancelled via their Live Chat service and got that done. Then I made my 160 EUR withdrawal claim, registered as on 9th February 2018, Casino time.

3 days later, an email came from the casino's KYC Department, requesting me to submit my documents for their verification and approval. I submitted my ID, Bank statement and a screenshot of my Neteller account, as requested. A reply came back several days later requesting me to submit the last 3 months transactions of my Neteller account, and I promptly submitted that too. Why they needed my 3 months Neteller transactions record is beyond my understanding, as no other casino has ever requested for such documentation, and I do have hundreds of active casino accounts!

Today, on the 22nd February 2018, I logged into my account at Cadoola Casino, with the intention of getting an update on my account verification and on my withdrawal claim status from their Live Chat service. To my great surprise, I was then informed by the host, Tatyana, that my withdrawal claim had been rejected and has been cancelled, due to a duplicate account! My 20 EUR deposit was returned into my cash balance account, and I was told to make a withdrawal of that 20 EUR, and my account would then be closed!

Firstly, I currently have hundreds of active casino accounts everywhere, and I have not even try to make a duplicate account anywhere! I am well versed with casino's T&C and Bonus Policies, and I am also always aware of any restrictions on my country. I played my deposit and bonus money with small bets all the way, so no rules were ever broken. The withdrawal claim was only made after I had cancelled the active free spins in my account, via the assistance of the Live Chat host, so everything was in order.

To reject my withdrawal claim on the basis of a duplicated account, with no proof shown or given to me, is totally unfair and absurd! Unless of course, if I had opened an account at their casino some years back, which I cannot remember if I did, but even so, that account would not have been used at all...if indeed I had forgotten about opening that account, which is unlikely! As far as I know, Cadoola Casino was a new casino to me, and I had signed up at the casino for the very first time, simply to claim their welcome bonus and 200 free spins.

I was also informed by Tatyana, the Live Chat host, that their KYC Department had sent a withdrawal rejection email to me on 17th February 2018, but I have been checking my email box daily, everyday, both the Inbox as well as the Spam box, but no such email from their KYC Department was ever received by me! The last email from them was the one requesting to submit my last 3 months Neteller transactions record, for which no receipt reply or any other reply came back from them! That was about 4 days ago, and that initiated my logging in today, to get some update info on my situation.

I have not attached anything as proof of what I have said, simply because I do not have that withdrawal rejection notification email, and everything else were told to me via their Live Chat host, Tatyana, today.

Yes, I do have active accounts at their sister casinos like BoaBoa and Yoyo, including at Casinia and Malina Casinos, but these separate accounts do not ever implicate a duplicate account at Cadoola Casino! So I don't think that the withdrawal rejection by their KYC Department has any basis at all, unless they can show proof of that 'duplicate account'. As I have said earlier on, I cannot remember if I had opened such an account at Cadoola Casino, because to me, it was a new casino, which I have yet to get registered at, in order to claim their welcome bonus package.

Unseriöses Casino Cadoola Casino

Grund Abgelehnte Auszahlung

Betrag €160

Diskussion

AskGamblers

• Support Team

vor 8 Jahren

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.

Afi4wins

• Malaysia • 1738 Bewertungen

vor 8 Jahren

Money has been received! Case is now resolved and closed! :)

Afi4wins

• Malaysia • 1738 Bewertungen

vor 8 Jahren

Dear Cadoola Casino,

Now, that's more like it! Thank you very much! :)

I will make a fresh withdrawal claim right after making this reply, hehehe.

Once again, thank you Cadoola Casino (but wish you would stop crawling like a snail, hahaha), and thank you Askgamblers Complaints Team too, for a job well done! Cheers everyone! :)

Kind regards,
Afi4wins

Cadoola Casino

• Representative

vor 8 Jahren

Dear valued customer,

Thanks for your answer.

We would like to inform you, that Financial Department has reviewed all the provided information, and fully verified your account. Please login to your account and make a withdrawal request. All the winnings will be pay out to your payment wallet during 24 hours after withdrawal request will be made.

Thank you for your patience. Do not hesitate to contact us in the Live Chat or email at [email protected] if you have any additional questions.

Best regards,
Administration of YoYoCasino

Cadoola Casino Beschwerde-Statistik

Gelöst 22 / 22

Durchschn. Betrag $3,077

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 2 Tage

Cadoola Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Auszahlungsdauer vom Betreiber ist sehr lang

Liebes Cadoola Team,

Liebes Askgamblers Team,

am 03.07.2022 habe ich eine Auszahlung in Höhe von 800 Euro vorgenommen.

In der Regel dauert die Auszahlung nur 3 Werktage in besonderen Fällen 5 Werktage.

Aktuell dauert die Auszahlung bereits 7 Werktage. Der Kundensupport hat hier immer nur einen vorgefertigten Text und hilft hier auch nicht wirklich weiter. Da Sie laut eigenen Angaben, keine Möglichkeit haben, die Daten einzusehen. Komisch nur, dass früher, das cadoola Team immer sagen konnte, wann die Auszahlungen geplant werden.

Heute hatte ich das erste mal das Gefühl im Support, dass mann mich anhört. Ich weiß nicht, ob Sie mir das nur so schreibt oder ernst meint. Weiß ich nicht.

Warum dauern die Auszahlungen aktuell so lange ? Warum hat der Support nur einen Standard Text ? Ich bitte darum, dass mann die 800 Euro an mich überweist.

Dankeschön und viel Gesundheit an alle.

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I tried to reach out to support many times, but in the end I only got the same autogenerated responses and no interest in solving any issue.

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Kind Regards,

< first name removed >

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My name is < full name removed > and I am a cadoola casino player. I would like to report a problem and complaint. I did not use a bonus in the casino, I played with my own money. I won, but they refused to pay my prize to any financial instrument.

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I asked for the bank card I used to pay for the game. Embossed card, valid card, can accept foreign currency, I regularly pay with it abroad, no banking problems. My payment request has been cancelled.

I wrote to customer service and they told me to choose an IBAn number.

2. Payment request

I entered an IBAN number belonging to a Revolut account, which also belongs to my name.This claim has also been cancelled. I wrote to the customer service again that neither payment was successful.

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< personal information removed >

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Thanks

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