Casoola Casino - O jogador afirma que o seu pagamento foi atrasado.

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Dear Flako_lpa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino has just unilaterally rejected my €500 withdrawal, claiming a supposed "provider error." I acted immediately to avoid their attrition tactic: I haven't played anything, my balance is back to €0.00, and I've requested the €500 again, this time via bank transfer so they can't make excuses about the card. The other €400 withdrawal is still on hold for review. I've attached a screenshot of the cancellation email. But it clearly states that withdrawals must be made using the same method as deposits.

El casino acaba de rechazar unilateralmente mi retiro de 500 € alegando un supuesto "error del proveedor". He actuado de inmediato para evitar su estrategia de desgaste: no he jugado nada, mi saldo vuelve a estar a 0,00 € y he solicitado los 500 € de nuevo, esta vez mediante Transferencia Bancaria para que no pongan excusas con la tarjeta. El otro retiro de 400 € sigue retenido en revisión. Adjunto la captura del correo de cancelación. Pero bien dice que los retiros tienes que ser del mismo modo que depósito.

Hello Casino Guru team. I would like to update my claim details because the situation has changed due to casino restrictions:

The casino cancelled my previous withdrawal, claiming it was an error. Once the money was back in my balance, I continued playing, and my current balance has risen to €1,500.00.

Due to the limitations of my user level at Casoola, the system only allows me to withdraw a maximum of €500.00 per day.

Therefore, the total amount of my claim becomes €1,500.00, which I am withdrawing in three blocks of €500.00 by bank transfer (the first one has already been requested today Saturday, the second one tomorrow Sunday and the third one on Monday).

Attached is a screenshot showing my current balance of €1000.00 and the first €500.00 already pending bank transfer, with the remainder in my account to be withdrawn within the next two days.

Hola al equipo de Casino Guru. Me gustaría actualizar los datos de mi reclamación porque la situación ha cambiado debido a las restricciones del casino:

El casino me canceló el retiro anterior alegando un error. Al tener el dinero de vuelta en el saldo, continué jugando y mi balance actual ha subido a un total de 1.500,00 €.

Debido a las limitaciones de mi nivel de usuario en Casoola, el sistema solo me permite retirar un máximo de 500,00 € por día.

Por lo tanto, el importe total de mi reclamación pasa a ser de 1.500,00 €, los cuales estoy retirando en tres bloques de 500,00 € por transferencia bancaria (el primero ya está solicitado hoy sábado, el segundo mañana domingo y el tercero el lunes).

Adjunto la captura de pantalla donde se ve mi saldo actual a 1000,00 € y los primeros 500,00 € ya en estado pendiente por transferencia bancaria, quedando el resto en mi cuenta para ser retirado en los próximos dos días.

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

Dear Flako_lpa,

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.

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Thank you in advance for your time and feedback.

Best regards,

Karla