Cadoola Casino - As retiradas dos jogadores foram adiadas.

I made two withdrawals of €500 and €499. The withdrawals were made around 2 months ago. About 3 weeks after the withdrawal, I was asked to verify my account. I verified the account, and it's already been 4 weeks since then. I have visited the live chat multiple times and every time I was met with apologies and promises that the withdrawals would be approved ASAP. Yet, they still haven't been approved…

Olen tehnyt kaksi kotiutusta 500€ ja 499€. Kotiutukset ovat tehty noin 2 kuukautta sitten. Pyysivät vahvistaa tili noin 3 viikkoa kotiutuksen jälkeen. Vahvistin tilin. Ja siitäkin on jo 4 viikkoa. Olen käynyt monta kertaa jo live chätissä aina laittoivat pahoittelut ja lupasivat että hyväksyvät kotiutukset ASAP. Mutta vieläkään ei ole hyväksynyt…….

Hello Dakota13,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadoola Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Your account has been fully verified about a month ago. I won with real money. I threatened live chat 1.5 weeks ago that I would contact the authorities if both withdrawals are not confirmed now. Then they apologized that it has taken so long and forwarded the message to the finance department and they will confirm the withdrawals ASAP....

Tilisi on täysin vahvistettu jo noin kuukausi sitten. Oikealla rahalla voitin. Kävin uhkailemassa live chätissä 1.5 vko sitten , että otin viranomaisiin yhteyttä, jos nytten ei vahvista molemmat kotiutukset. Sitten pyysivät anteeksi että on kestänyt jo niin kauan ja laitto viestiä eteenpäin finanssi osastolle ja vahvistavat kotiutukset ASAP….

Hello Dakota13,

Can you please forward the communication between you and the casino and a screenshot of the pending withdrawal to nikolas.b@casino.guru?

Dear Dakota13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I sent you a picture of the pieces in an email. About 3-4 days ago

Hei, laitoin sinulle sähköpostissa kuva kappaleet. Noin 3-4päivää sitten

Thank you Dakota13 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Dakota13, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Cadoola Casino representative to join this conversation. 

Dear Cadoola Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear all,

Thank you for reaching out!

We would like to apologize for the delay in processing of the withdrawals of the customer.

Please be informed that additional investigation is required before the withdrawals can be processed.

We will keep you updated as soon as we have news.

Best regards,

Cadoola team

Hey,

was this helpful?

it's been almost 3 months here.. 2 withdrawals. €500 per withdrawal.

is this not only a joke, but also a bad casino?

confirm the return right away. Otherwise I have to go to the police!!! How long can you wait here?

best regards

Dakota13

Hei,

oliko tää apuu?

tässä on mennyt jo melkein 3 kuukautta.. 2 nosto. 500€ per nosto.

onko tämä ei vaan vitsi, vaan myös skämmi kasino?

vahvistakaa kotiutus samantien. Muuten joudun kääntymään poliisille!!! Kauan tässä voi odottaa?

terveisin

Dakota13

Dear Cadoola Casino,

thank you for your reply.

Will you be able to elaborate what documents exactly you need from Dakota13, please? Is there any timeframe when you expect this verification to be completed?

Hey,

I have already put in all the documents that were asked of me already 2 months ago! and I have visited the chat several times to ask if all the documents have been provided and they confirmed that they have.

hei,

Olen jo laittanut kaikki asiakirjat, mitkä multa pyydettiin jo 2kk sitten! ja olen käynyt useamman kerran chätissä kysymässä että onko kaikki asiakirjat annettuna ja vahvistivat että on.

Hey,

now they canceled both withdrawals……

what do i do now New withdrawals and I'm waiting months again?

Hei,

nyt vielä peruuttivat molemmat kotiutukset……

mitä mä nyt teen? Uudet kotiutukset ja odotan taas kuukaudet?

Hey,

now I can't even get home at all. Can a casino guru help in this matter?

what is really going on here?

hei,

nyt en pääse ollenkaan edes kotiuttumaan. Autaako casinoguru tässä asiassa?

mitä tässä oikee tapahtuu?

all confirmed already 2 months ago.

kaikki vahvistettu jo 2kk sitten.

Dear Dakota13,

thank you for your messages.

Dear Cadoola Casino,

will you be able to explain what is going on? Why were Dakota13's withdrawals canceled, please?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hey,

I contacted casino guru when I heard that you were helping. Now my withdrawals on the store were canceled and there is a possibility that the matter will not even be resolved?

Hei,

otin yhteyttä kasino guruun, kun kuulin että autatte. Nyt minun kotiutukset kaupan päälle peruutettiin ja on mahdollisuus, että asia ei edes ratkaistaan?

Dear Dakota13,

thank you for your message. I will now contact the Cadoola casino outside this thread. Please remain patient and believe when I say that I am doing everything that is in my power to sort this through. I will contact you with new updates once I receive them.

Dear all,

Please be informed that the matter is being investigated with the gaming provider, which was involved in the customer's activity.

We kindly ask all parties for more patience.

Best regards,

Cadoola team

Hello,

so it's been more than 3 months, how long can you wait here?

Casinoguru leaves 0 stars for this casino. this casino should be shut down entirely.

hei,

siis tässä on mennyt yli 3 kuukautta, kauan tässä voi vielä odottaa?

Casinoguru jätäkkää 0 tähteä tälle kasinolle. tämä kasino pitäisi poistaa kokonaa käytöstä.

Dear Dakota13,

I understand that you are feeling angry and frustrated. The good news is that the issue is currently being investigated, which means progress is being made. Please try to be patient for a little longer. Once we receive the report from the game provider, we'll be closer to resolving this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

Please be informed that the account has been verified successfully.

The customer may proceed with the withdrawal of the balance if they wish to do so.

Additionally, we would like to remind you that collusion with other players (financial transfers, signs of opposite betting) should be avoided, as it might lead to more potential delays with the account in the future.

Best regards,

Cadoola team

Hello Dakota13,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, I got the withdrawals done and it's been over a week already. And again, more than 3 business days have passed and the withdrawals have not been approved. It's already been more than 4 months here…. Accept those withdrawals already!!! This is not normal.

Hei, sain tehty kotiutukset ja siitäkin on jo yli viikko. Ja taas on mennyt jo yli 3 arkipäivää ja kotiutukset eivät ole hyväksytty. Tässä on mennyt jo yli 4 kuukauta…. Hyväksykkää jo ne kotiutukset!!! Tämä ei ole normaalia.

Dear Dakota13,

thank you for the update.

Dear Cadoola Casino,

could you please clarify the reason for the delaying of this withdrawal?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, it's been 2 weeks already. Do I wait 4 months again before they cancel the repatriation and then I have to do the repatriation again??? Don't the rules say 3 working days at most?

Hei, mennyt jo 2 viikko. Taasko odotan 4 kuukautta ennen kun peruuvat kotiutuksen ja sit uudestaan pitää tehdä kotiutus??? Eikö säännöissä lukee 3 arkipäivää maksimissään?

Dear Dakota13,

thank you for the update. I am currently trying to solve your problem outside this thread. I let you know once I have more information to share.

Dear all,

We apologize for the delayed reply.

Please be informed that the customer's withdrawals were paid out on September 6th.

We hope this helps us reach the resolution of the case.

Best regards,

Cadoola team

Thank you for the fast response, Cadoola Casino. 

Dakota13, could you please advise if you have received the payment?

Dear Dakota13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Dakota13 has stopped responding to our messages and questions. Without Dakota13 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.