Cadoola Casino - A conta do jogador permanece ativa apesar do pedido de encerramento.

Hi, I have been asking the casino to delete my gaming account since Monday 7 April 2005 (6 days ago) due to gambling addiction/pathological gambling problems, the first request was made in chat and I was told that I had to send an email to (email sent Monday 7 April) after 2 days I requested via chat, Friday 11 April I sent a new email, today Saturday 12 April I requested again via chat and sent a new email, to this day my gaming account is still active and allows deposits. I ask for a refund of the entire amount I deposited in the cadoola casino, about €400, for violation of the terms of service and the immediate blocking of my gaming account.

Salve, è da lunedì 7 aprile 2005 (6 giorni fa) che chiedo al casino di eliminare il mio conto gioco per ploblemi di ludopatia / gioco patologico, la prima richiesta in chat e mi è stato risposto che dovevo inviare una mail a support@caddola.com (email inviata lunedì 7 aprile) dopo 2 giorni ho sollecitato via chat, venerdì 11 Aprile ho inviato una nuova mail, oggi sabato 12 Aprile ho sollecitato di nuovo via chat e inviato una nuova mail, a tutt'ora il mio conto gioco è ancora attivo e permette di effettuare depositi. Chiedo il rimborso dell'intera somma da me depositata nel casino cadoola, circa 400€, per violazione dei termini di servizio e il blocco immediato del mio conto gioco.

Dear giacomosolinas1984s,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better understand your situation and provide the most effective assistance, I’d like to ask a few follow-up questions:

• Could you please clarify whether you mentioned gambling addiction as the reason for your account closure in any of your requests? Based on the screenshots you included with your complaint, I wasn't able to find any reference to pathological gambling.
• Have you already completed the full KYC (Know Your Customer) verification process?
• When was the last time you received a response from the casino?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

In the email I wrote "Hello, I am writing to delete my profile on your casino and self-exclude myself and prevent me from creating other accounts in your casinos." so it was understood that it was for pathological gambling problems, in chat I explained my problem several times. I did not complete the verification because the page said that verification was not necessary, the casino also responded to me yesterday (in chat) Sunday 13 April writing that they were requesting self-exclusion.

Nella mail ho scritto "Salve, vi scrivo per eliminare il profilo sul vostro casino e autoescludermi e impedirmi di creare altri account nei casino di vostra proprietà." quindi era sottointeso che era per problemi di gioco patologico, in chat ho spiegato diverse volte il mio problema. Non ho completato la verifica in quanto nella pagina c'era scritto che non era necessaria una verifica, il casino mi ha risposto anche ieri (in chat) domenica 13 Aprile scrivendo che sollecitavano l'autoesclusione.

Thank you for the additional information. We understand that when someone asks for a self-exclusion due to gambling problems, the casino is expected to take swift action to prevent further harm. However, in order for this to fall under a clear violation of responsible gambling policies and justify a refund request, it's essential that the reason, specifically gambling addiction or gambling problems, is clearly stated in your communication with the casino.

From what you’ve shared so far, we haven’t yet seen a direct mention of gambling addiction or pathological gambling in your emails or screenshots.

If you do have a copy of any message where you explicitly stated that the reason for your request was due to a gambling addiction or similar issue, please share it with me. Otherwise, I will be forced to close this complaint.

Since I asked for self-exclusion (as you say I did not specify in the email that it was for gambling problems) the casino could have responded to the email and asked the reason. If I ask for self-exclusion it is because I want self-exclusion to be activated regardless of what the problem is! I do not have screenshots of the chats, in the chats where I requested self-exclusion I specified that it was for pathological gambling problems! It seems that you are defending the casino in an absurd way, you know very well from other complaints that it is a modus operandi of the casino, while you continue after all the complaints to give a high trust score. After 2 weeks the self-exclusion that I requested has not yet been activated! Attached is the email that I sent today, so you also do not find other excuses, let's see if self-exclusion will be activated within 24 hours!

Visto che ho chiesto l'autoesclusione (come dite voi non ho specificato nella mail che era per problemi di gioco d'azzardo) il casino avrebbe potuto rispondere alla mail e chiedere il motivo. Se chiedo l'autoesclusione e perché voglio che venga attivata l'autoesclusione indipendentemente da quale sia il problema! Non ho screen delle chat, nelle chat dove ho sollecitato l'autoesclusione ho specificato che era per problemi di gioco patologico! Sembra che voi state difendendo il casino in modo assurdo, sapete benissimo da altri reclami che è un modus operandi del casino, mentre voi continuate dopo tutti i reclami a dare un punteggio alto di fiducia. Dopo 2 settimane non è ancora stata attivata l'autoesclusione che ho chiesto! In allegato l'email che ho inviato oggi, così anche voi non trovate altre scuse, vediamo se entro 24h verrà attivata l'autoesclusione!

Please note that 34 hours after sending the email I attached in the previous message "I request that self-exclusion from remote gaming be activated immediately as I suffer from gambling addiction / pathological gambling. My nickname is Jachi84"

My account is still active!!!

Even worse, I keep getting emails from cadoola casino with deposit promotions!

Sappiate che a distanza di 34 ore dall'invio dell'email che vi ho allegato nel precendente messaggio "Chiedo che venga immediatamente attivata l'autoesclusione dal gioco a distanza in quanto soffro di dipendenza da gioco d'azzardo / gioco patologico. Il mio nickname è Jachi84"

Il mio conto è ancora attivo!!!

Ancor peggio, continuo a ricevere email dal casino cadoola con promozioni sui depositi!

As of today, April 24, self-exclusion has not yet been activated even after specifying that it is due to pathological gambling problems!

Ad oggi 24 Aprile non è ancora stata attivata l'autoesclusione anche dopo aver specificato che è per problemi di gioco patologico!

Thank you for your replies. Have you received any response from the casino to the email you sent on 21 April?

I received a response today and today my account was self-excluded.

Ho ricevuto risposta oggi e oggi il mio conto è stato autoescluso.

Dear giacomosolinas1984s,

According to the available evidence, you submitted your self-exclusion request on 21 April 2025, and the casino closed your account on 25 April 2025. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Cadoola Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards

Veronika

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