CasoolaCasino

On 24th of March 2026, I noticed that this particular casino has closed my account without any further notice or explanation.

I contacted support to ask for a withdrawal of my remaining balance, as Livechat told me, but after numerous verification processes, I'm just receiving the same automated responses.

I demand that the casino complete my remaining balance that was on my account.

I deposited $2000 because the ad said quick payouts. In the terms it stays lighting day payouts. I've won $13750 and being told I can only withdrawal $750 a day on level 1. After gambling for a large amount of time and money the site told me I reached level 2 and this should get a higher withdrawal but somehow I'm still at 0% completion and still level 1. I just checked trust pilot and it does not look good. I asked for an increase and was denied. Then since they have no gambling controls I asked if they could put a $0 wager limit on my account for a month so I could slowly withdraw without being tempted by the funds. I was told that it's not able to be done. Sorry, didn't seem interested in any solutions and I'm hoping you can help.

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>

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