Reclamação #2 Cassino Cadoola

Cadoola Casino - Withdrawal claim declined due to unproven duplicated account accusations

Por Afi4wins A.

há 8 anos

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.

Cassino em disputa Cassino Cadoola

Motivo Pagamento negado

Valor €160

Discussão

AskGamblers

• Support Team

há 8 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.

Afi4wins

• Malasia • 1729 Avaliações

há 8 anos

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

Afi4wins

• Malasia • 1729 Avaliações

há 8 anos

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

Cassino Cadoola

• Representative

há 8 anos

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

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

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

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