Reclamação #29 Cassino Cadoola

Cadoola Casino - Delayed €200 payment for more than a month

Por Tam L.

há 6 anos

I have made more than 7 of deposits and after winning from 20euro to 200euro I have requested a withdrawal after more than 10 deposits. First they have cancelled it and told me wrong number card and I need to wager each deposit 3 times before I can make a deposit which is weird, anyways I did that and requested a new withdrawal using the same method I had used to top up my account.

First they say each withdrawal takes 3 days working to process and then they said 24 -48 hours on pending and they work 8 hours a day not including weekends. so one withdrawal in weekdays will take three working days.

Anyway I have waited three days and got an email that my withdrawal have been canceled 3 times like that because the payment method I had choose to withdraw (which by the way was same as deposit method) is unavailable.

An agent in chat told me (after lots of back and forth) that no reason to cancel my withdrawal request and i sent the transcript to my mail. But i do not have that :)

Verified account took more than 1 months. Deposit just 1 mins for any payment you want. But Withdrawal more than 1 months :)

1. So my questions are if the withdrawal method is not available why it is showing on the website why I can make a request using it?

2. I have already passed the waiting time for withdrawal requests only 20eur to 200eur.I don't want to wait any longer and start all over. take responsibly for your mistakes or flaws.

4. Why you are not consistent, one agent says I don't have any mistake to u cancel my withdrawal requests.

Cassino em disputa Cassino Cadoola

Motivo Pagamento atrasado

Valor €255

Discussão

AskGamblers

• Support Team

há 6 anos

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.

tamly201

• Vietna

há 6 anos

Dear Askgambler Supporting Team and Cadoola Casino,

Iam sorry for my lately to reply this complaint about my delayed payment with Cadoola Casino.

Cadoola Casino has successful payout my withdrawal requests as fast as possible after askgambler post my complaint. And i received it yesterday with my bank transfer.

But one thing is my account attendance in Cadoola is lower. This result is coming from supporting agent when i claim my bonus cashback on Monday.

Anyway iam thanks for all helping of Askgambler support Team whose help me claim this payment. And Cadoola Team whose made my payment very quickly than ever.

Best regard,

AskGamblers

• Support Team

há 6 anos

Dear @tamly201,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Cassino Cadoola

• Representative

há 6 anos

Dear Ly Thai Binh,

First of all, let us congratulate you on your winnings! Many more will come!

We always try our best to process withdrawals in the easiest and the most comfortable way, as we are completely aware, that this matter is a number one priority for all our clients and we always strive to provide them with the best service!

At this point we would like to express our apologies for a delay with the verification procedure, however, we would like to point out, that the verification documents were requested on the 18th of November for the first time and your player's account got verified on November, 29th. The reason of such an extended verification procedure was that you indicated your nickname instead of your real name in Contact Details of your player's profile, which postponed the verification and additional documents were requested. Now please be rest assured, that your further withdrawals will be processed as soon as possible without any delay.

Furthermore, we would like to draw your attention to the fact, that specific Vietnamese legislation requirements might sometimes complicate the credit card withdrawal process, therefore, the Skrill withdrawal option would be the best one considering the circumstance.

In conclusion we would like to inform you, that your withdrawal of 255 EUR has been successfully paid out to your Skrill wallet.

We sincerely thank you for your cooperation during your player's account verification and hope, that the provided answer clarifies the issue!

Best wishes,
Cadoola.com

Raio-X do Cassino Cadoola

Resolvido 21 / 21

Valor médio $3,185

Duração média da reclamação 11 dias

Resposta média 2 dias

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Cadoola Casino - Withdrawal way past normal processing time

Good day AskGamblers.com,

I have used your website for many years when looking for new casinos. I registered as a member only today to register a complaint.

I believe I have properly read all the instructions on how to do this correctly and understand what not to do.

My case is quite simple, I have been a member of Cadoola Casino since Wed, Mar 27, 2019.

At some point I stopped playing there but started playing there again in May of this year (2023). I think it is a good casino and made many deposits and several withdrawals on there since May 2023. Those deposits and withdrawals were processed and sent to me in between 24 and 72 hours. I use MuchBetter for deposits and withdrawals on Cadoola. I have email receipts of those withdrawals, such as when the withdrawals were made, and the subsequent emails saying when the withdrawals had been fully processed, and after checking my MuchBetter account saw that indeed the money had been received each time.

However, on June 26. 2023, at 3:25 a.m. I made a withdrawal of $175 CAD and on June 27, 2023, at 1:47 a.m., another withdrawal of $200 CAD. Those withdrawals have not been processed yet and I am worried about them since it is taking so much time. I contacted Cadoola Chat Support three or four days after the first withdrawal of June 26. I think it was on June 30 or July 1, asking about the delay and I was told that withdrawals take 3 business days, which it had already been more than 3 business days.

On Wednesday, July 5, 2023, when it had been six to seven business days I emailed [email protected] a polite and detailed description of my withdrawals and asked about when my withdrawals would be processed, that was a week ago, they have not replied.

So, three days later, on July 8, I contacted Chat Support on their website again and I was not getting clears answers from their agent. I told the agent (Kevin) that he is supposed to be there to help me and to please give me answers and at the end he said:

~Kevin
“Thanks so much for your patience. I have just checked your gaming account. I see your withdrawal is in the final stage of being processed.
Moreover, I also just forwarded a request to the financial department in order to speed up your request.” ~

I told Kevin, “Great thank you Kevin, that's the answer I wanted to hear, have a nice day”.

I do have the complete transcript of that chat should you require it.

That was four days ago, and I have yet to receive my two withdrawals.

I will attach a screenshot of the two pending withdrawals to show their amounts, the date and time of the withdrawals as well as you can see a red X next to them, which allows one to cancel the withdrawal and get the money back into your account balance to continue playing with it. I should note that after I made those withdrawals, I continued depositing and playing for several days as normal, but did not win, and therefore, made no other additional withdrawals since. But since I saw the withdrawals were not coming, I have since stopped playing there to wait for the funds.

As you can see, it has now been more than 11 to 12 business days since the withdrawals were made.

Could you please help me?

I would be happy to compensate for your time and effort if there is a charge. Otherwise, I’d be happy to donate something to your website if you accept donations or even write a review about your services on TrustPilot as well as add a link with a blurb to your website from one of my own backgammon websites. This I offer in gratitude.

Please let me know if you need anything else.

Best regards,

Mihael Liberopoulos

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