Reclamação #5 Cassino Cadoola

Cadoola Casino - Unjustly degrading my payout plan, still owes me 170,000 SEK

Por nike l.

há 7 anos

I have huge problems with getting my withdrawals from Cadoola. It´s a nice casino with great games but their rules regarding VIP levels is really sketchy and you don´t get any clear answers. But my biggest issue is the withdraws, you get mail with a payout plan that they constantly changes? I still have 170 000 crones to get out from Cadoola and I have to write them every day to ask for the payouts and time after time the canceled my payouts. I had a really big winning and decided to spend it on the casino, but it seems like they do not consider my winnings as transactions in to my account so they degraded my vip level and again changed the payout plan. When talking to a female vip consultant at Cadoola she said that I need to put more money into my account to get my withdraws. Cadoola is a nice casino but their withdraw policies doesn´t work and I wonder when I will get my 170 000 crones? And again how does your vip levels work can you please give an clear answer.

Cassino em disputa Cassino Cadoola

Motivo Pagamento atrasado

Valor kr170000

Discussão

AskGamblers

• Support Team

há 7 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.

Shine1234

• Suécia

há 7 anos

Finally Resolved I got the payout schedule for the whole amount.
Thank you askgambler you are doing a great work :)

Best Shine 1234

AskGamblers

• Support Team

há 7 anos

Dear @Shine1234,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

Cassino Cadoola

• Representative

há 7 anos

Dear valued customer,

Thank you for your reply. We’re always open to the feedback of our customers and happy to improve both the gaming experience and overall service provided to our customers.

We would kindly remind you that payments were processed in time in accordance with your individual payout schedule. Unfortunately, the only delay was once due to payment systems maintenance we could not influence as it was needed for better processing.

We apologize for the misunderstanding with the VIP level status and confirm the current one to be “Silver”, we have no intention to mislead our customers and constantly work on improvements to provide the above standard services.

As for your withdrawal schedule, it was fully drawn up and sent to your E-Mail address already.
Thank you for your patience and looking forward to your understanding.

Best regards,
Cadoola Casino

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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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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< personal information removed >

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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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