Casoola Casino

I'm trying to make withdrawal for over 3 weeks and all I getting is automatic message from customer service, casoola is closing down in UK. 2 days before I get message that casoola is closing I won 500£ and I did withdrawal as usual, but it was in pending section for week. After two weeks someone moved back to my main Ballance but I still can't withdraw it, there phone number is off, chat is off so there is only email contact with them, but they do nothing just ignoring me, I attached a screenshot of my Ballance.

So first I tried to withdraw my money. Then I got asked to send my documents like usually. Sent them got them approved. Tried to withdraw but then I needed to send some KYC stuff. Got them approved finally after a half a year. Then got a email that now my account is verified and I can withdraw my money.

But still after a three weeks they haven’t open my account. I have sent a email and have chatted them about it once a week after that. And every time I get the same answer that my account manager is going to connect to me soon. And the case is been transferred to the corresponding department. Still haven’t seen my money or haven’t heard from my account manager after three weeks from approving my KYC documents and other documents.

The 7 months that I have been waiting is a too long time. Don’t play in Casoola if you want withdraw money.

Dear all, since the 08.08.2022 I'm trying to verify my account with the Casoola casino from the Genesis group.

From the beginning on I enjoyed playing at this casino and they have offered me a lot of vip bonuses.

Once I've been lucky and won. Since then it's been nothing else than smooth.

I requested a withdrawal of 1.085 EUR. First I had to do the verification process which includes, ID, Proof of payment, and proof of address.

Everything has been forwarded within a short time to the casino.

Since then a week has passed without any updates. So I came to the live chat to ask for more details about my withdrawal.

So I waited another couple of days, contacted the live chat and they told me the same.

All good, I showed patience. Then the live chat operator told me, in the meantime if I want I can play at there sister site of Pleaa, with a fantastic bonus offer, he said.

So I did as he offered me this and I have been lucky there too... since then in both casinos from the group nothing has changed.

Casoola came up after 3 weeks to request more information about my income, how I fund to play at online casinos and some paper from the UK Gambling restrictions to clarify what I'm working how I can deposit and so on.

So on the 1st of september I have send this to the group. Since then no update again, went many times to the live chat to ask about it, but no update.

So as this whole process to cash out my winnings is going on now for over 1 month, it came to a point that I just don't have any patience to deal with it at casoola casino.

Everything they requested I have forwarded to them.

They kept asking why on payslips don't show that I pay tax, it's because I'm exempt, and therefore I do not need to pay tax. I informed the casino on the 3rd of september about this.

It's pretty sad to see, as this casino has so much potential and offered me always great bonuses and all that. But since it came to the withdrawal process it's been nothing else then good and fast.

Please askgamblers, let's try together to help me get my winnings finally so all sites are happy.

Have a nice day.

I have contacted this casino countless times in regards to this matter. I have all the chat transcripts should you need them.

Anyways I've requested a withdrawal on the very early hours Friday the 29/07/22 I contacted the casino just to make all was going to plan that same day. Of course they started throwing up delaying tactics straight away. So they asked me to verify my account although i was already verified only a couple months ago. So i sent all my documents and was verified to be fair quite quickly on Saturday the 30th so the day after. Right so i thought the withdrawal will be in my account by the end of the day as i requested the withdrawal to PayPal. So at the end of Saturday I asked any update on my withdrawal and they said the team is still working on processing it and we are still within the 72hr period in our terms and conditions. So ok I asked Sunday they stated the same as the above. I asked this morning and the chat agent asked me to come back in 2hours and I will contact the payments team on your behalf, so I did come back.

The agent said that there has been a "technical issue" and that they have prioritized me with the payments department and I know since they asked me to verify that they weren't going to pay me.

So i submitted a complaint the the channels their live chat offered. I got a very short snarky response from this so call supervisor "Juuso". So we are where we are at the moment. I have tried all options with their support but to no avail. Ask gamblers are my last option before I start to contact my bank and reverse all transactions that day. Of course i don't want to do this but i absolutely will if they don't pay my winnings out of which are £513 requested to my PayPal.

Message to AskGamblers I can provide chat transcripts and screenshots just ask and I will send them.

Hi. I'm feeling that the verification of source of income to verify my account and make my withdrawal is taking way to long.

If I understood the Casino right that's the only thing left for my account to be fully verified and my winnings to be payed out. (That shows in the chat provided). I've provided them with the last documents they asked for at 22/2. and haven't heard anything since then until today when i e-mailed them again after spoken to the chat. As I contacted almost every day to get some information.

The response I've get is the regular standard answers that the relevant department is working on it. I made the withdrawal 27/1 so it’s starting to get really annoying. They have escalated it twice and says that I am their top priority but still its dragging out of time. I can provide more chats and e-mails if necessary.

Hello,

I requested a withdrawal of $700 on December 9th. I have contacted support many times, but they don't really give me any answers. My account is already verified. They only say, "we will contact the finance team etc." I have not received any updates about my withdrawal since requesting it.

I recently joined the Casoola casino, big mistake. The sites are nicely set up, games selection good but that’s where it ends.

My account was verified on genesis, kassu and Casoola- submitting the relevant id etc from the off.

I managed to withdraw from all three, kassu came through instantly but the other two say pending for 72 hours, when I chased they said I can’t get access to my account as I self excluded! I haven’t! This must be the same technical issue that has plagued other players.

I then got emails asking for numerous documents (most they had already had) I instantly sent these back, waiting 3 days for another email saying they need more. The more was a front and back picture of my Apple Pay card showing the sighed strip lol. I spoke to support who said this was a mistake.

Live chat was semi helpful but the email support and back and forth is horrific, the worst I have known. They continuously use stalking tactics to prevent paying. They still owe me £1000

Please help.

Hi,

I currently have two pending withdrawals made on the same day 13/11/2021 totalling £365 (before fees are deducted by Casoola they should come to around £355) shortly after the second withdrawal request I was required to submit identification for verification purposes.

Which I dutifully did and subsequently my identification had been verified via respective card payment details used and provision of my passport, however my address details have not and this has been going in circles. Communication has been a nigh on daily process for me in getting this matter resolved, via their live chat, support forms and direct emails.

Initially I did provide a bank statement under the impression that would be enough, pretty much most sites of repute do, least I found so anyway (Or as I later communicated to Casoola, since that was denied under vague 'Rules & Regulation "Given that bank statements by their very nature - with all details therein connected, obviously, to the account in hand, which includes home address details and conversely the account card in question - confirm an individuals identity and proof of address in the first instance"

I'm not in possession of a drivers license, nor am I the addressed recipient of household or utility bills, other such items aren't necessarily available to me.

In any event I since submitted, once I received it, an official letter of address confirmation directly from my Borough council, addressed to me, identifying me as a resident of the address supplied and my entry into the electoral registry.

This letter was dated 26/11/2021, I received it on the 29/11/2021, barring my personal electoral registry number I sent photographic proof of this including both sides of the then sealed envelope.

All contact details are clearly delineated for both myself and the representative that sent it.

Today I received an email from Casoola with the usual repetitive flim-flam but with a twist:

"Unfortunately, your attachments can not be accepted it as POA because are too old. We will be waiting you to send the document requested. Till then your withdrawal will be pending."

This is directly above their own quote that they accept:

"Any formal letter received from an official organization (University, NHS (UK), Local council etc.)"

How in any reality could that document be considered too old? It's an official letter dated the 26th November and direct from a borough council confirming ones entry into the electoral registry?!

Prior to that, I'd even sent an email screenshot from the Royal Mail in receipt collecting a parcel from me (within the 3 month window/Oct 2021) Considering them, I would say, a pretty 'Official' organisation.

So now they're stalling further and again I'm at a loss and hitting a wall.

I'm happy to submit any and all email correspondence or evidence that may subsequently be required but this is going from the sublime to the ridiculous.

I simply want my withdrawals honoured in a timely, straightforward manner. My address has been sufficiently confirmed elsewhere but here I am.

Given the time of year, this is causing considerable stress, I hope you can help.

Thank you.

Issue reported on 1st November 2021.

I attempted to credit my account with £30. The page stayed on loading then said error. The site took my payment but did not credit my account. I was told money would be rejected and go back into my bank which it did not, the transaction was fully processed. I emailed with problem and they admitted that it was an error on their side and they could see it happened. Sent over my bank statement to prove this also. Over the past 4 weeks I've been emailing for updates and told it's with relevant department. I even got a complains email to write into last week which I sent a complaint. But since then they have been ignoring my emails and not giving me any information as to what is happening with my money they took.