Cadoola Casino - Jogador solicita reembolso após encerramento da conta.

On October 8, 2025 (2:57 PM EEST), I closed my BoaBoa account and requested permanent self-exclusion due to gambling addiction.

Despite my explicit declaration of gambling addiction, the group allowed me to continue depositing and playing on Cadoola, a brand belonging to the same network/company, using the same personal data and the same email address.

According to responsible gaming regulations, self-exclusion for addiction to a brand should be extended to all sites of the same operator to protect the player. I request a refund of the deposits made on Cadoola after my self-exclusion on BoaBoa.

Main data:

• BoaBoa self-exclusion date: 08/10/2025

• Casino subject of the complaint: Cadoola

• Total deposits to be repaid: €257 (referring to the period February-March 2026 only, as per the report in our possession)

• Reason: Violation of player protection (addiction) on related brands.

Cadoola account was closed in March 2026 after my formal request

I attach a screenshot of the Boaboa closure and Cadoola deposit data.

Il giorno 8 ottobre 2025 (ore 14:57 EEST), ho chiuso il mio conto su BoaBoa richiedendo l'autoesclusione definitiva per dipendenza dal gioco d'azzardo.

Nonostante la mia esplicita dichiarazione di ludopatia, il gruppo mi ha permesso di continuare a depositare e giocare su Cadoola, un marchio appartenente allo stesso network/società, utilizzando gli stessi dati personali e la stessa email.

Secondo le norme sul gioco responsabile, l'autoesclusione per dipendenza su un marchio dovrebbe essere estesa a tutti i siti dello stesso operatore per proteggere il giocatore. Richiedo il rimborso dei depositi effettuati su Cadoola dopo la mia autoesclusione su BoaBoa.

Dati principali:

• Data autoesclusione BoaBoa: 08/10/2025

• Casinò oggetto del reclamo: Cadoola

• Totale depositi da rimborsare: 257 € (riferiti al solo periodo febbraio-marzo 2026, come da report in possesso)

• Motivazione: Violazione della protezione del giocatore (addiction) su marchi collegati.

l’account di Cadoola è stato chiuso nel mese di marzo 2026 dopo la mia formale richiesta

allego screen chiusura boaboa e dati di deposito di cadoola

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Dear gianlucxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://boaboa10.com/en/responsible-gaming

Self-exclusion request: You can contact the Support Service Team via e-mail at support@boaboa.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

Please let me know if there is any other information to support your complaint. Share it here or send the information or evidence to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gianlucxx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas