Casoola Casino - O levantamento dos prémios dos jogadores está atrasado.

Good morning, I'm filing a complaint against Casoola Casino for the unjustified blocking of my withdrawals and balance. On May 11, 12, and 13, 2026, I requested three withdrawals of €500 each (for a total of €1,500), after a total winnings of €3,300. While the withdrawals on May 12 and 13 were paid out in full, totaling €1,000, the first withdrawal of €500 on May 11 (transaction ID: ff42d845-74d8-49f0-9bfd-b56fc3b8b8e4) remains blocked with the status 'Verification in progress' for 11 days now. I was informed via chat that the blocking had been completed, but nothing has been added to my Postepay Evolution card, as shown in my bank statements. Additionally, I have a residual balance of €801.47 in my gaming account that I cannot withdraw due to the payment slots being filled up by this pending transaction. I have already sent a formal warning email to their complaints department, which has been completely ignored. I am requesting Casino Guru's mediation to have the casino approve the withdrawal on May 11th and allow me to cash out the remaining €801.47 of my regular balance.

Buongiorno, apro questo reclamo contro il casinò Casoola per il blocco ingiustificato dei miei prelievi e del mio saldo. In data 11, 12 e 13 maggio 2026 ho richiesto 3 prelievi da 500€ ciascuno (per un totale di 1.500€), dopo una vincita complessiva di 3.300€. Mentre i prelievi del 12 e 13 maggio sono stati regolarmente pagati per un totale di 1.000€, il primo prelievo da 500€ dell'11 maggio (ID transazione: ff42d845-74d8-49f0-9bfd-b56fc3b8b8e4) risulta ancora bloccato nello stato 'Verifica in corso' da ormai 11 giorni. In chat mi era stato comunicato lo sblocco, ma sulla mia carta Postepay Evolution non è arrivato nulla, come dimostrano gli estratti conto. Inoltre, ho un saldo residuo sul conto gioco di 801,47€ che non posso prelevare a causa degli slot di pagamento saturati da questa transazione pendente. Ho già inviato una mail formale di diffida al loro reparto complaints, che è stata totalmente ignorata. Chiedo la mediazione di Casino Guru affinché il casinò approvi il prelievo dell'11 maggio e mi permetta di incassare i restanti 801,47€ del mio saldo regolare.

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Dear Maxskins87,

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

Dear Maxskins87,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla, I can confirm that as of today, Monday, May 25th, I have not received any payments on my Postepay Evolution card. The situation remains exactly the same: the three withdrawals of €500 each (total €1,500) are still pending on the Casoola website, and my balance of €801.47 is frozen. The casino continues to ignore my requests and warning emails. I kindly ask you to proceed and contact the casino directly. Thank you for your assistance.

Ciao Karla, ti confermo che ad oggi, lunedì 25 maggio, non ho ricevuto alcun pagamento sulla mia carta Postepay Evolution. La situazione è rimasta totalmente identica: i tre prelievi da 500€ ciascuno (totale 1.500€) risultano ancora pendenti sul sito di Casoola e il mio saldo di 801,47€ è bloccato. Il casinò continua a ignorare le mie richieste e le mie e-mail di diffida. Vi chiedo gentilmente di procedere e contattare direttamente il casinò. Grazie per il vostro aiuto.

Hi Karla, I can confirm that as of today, Monday, May 25th, I have not received any payments on my Postepay Evolution card. The situation remains exactly the same: the three withdrawals of €500 each (total €1,500) are still pending on the Casoola website, and my balance of €801.47 is frozen. The casino continues to ignore my requests and warning emails. I kindly ask you to proceed and contact the casino directly. Thank you for your assistance.

Ciao Karla, ti confermo che ad oggi, lunedì 25 maggio, non ho ricevuto alcun pagamento sulla mia carta Postepay Evolution. La situazione è rimasta totalmente identica: i tre prelievi da 500€ ciascuno (totale 1.500€) risultano ancora pendenti sul sito di Casoola e il mio saldo di 801,47€ è bloccato. Il casinò continua a ignorare le mie richieste e le mie e-mail di diffida. Vi chiedo gentilmente di procedere e contattare direttamente il casinò. Grazie per il vostro aiuto.

Dear Maxskins87, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla, thank you for your feedback. I'll answer your questions point by point to clarify everything:

Have you already made successful withdrawals?

Yes, as indicated, I made three withdrawals of €500 each in mid-May. The ones requested on May 12th and 13th were successfully released to my Postepay account. Only the first one, requested on May 11th, remained stuck in the "Verification in progress" status.

Could you confirm that you have successfully completed the KYC verification?

Yes, I confirm that my account is fully verified (KYC approved) and all documents have been accepted by the casino prior to withdrawal requests.

Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings by playing exclusively with my real balance, without any active bonuses or rollover restrictions.

Have you played casino games or bet on sports?

I played exclusively casino games.

Communications with the casino:

I have now sent a detailed email to your address ( karla.m@casino.guru ) containing a copy of the formal warning I sent to the casino (to which I never received a response), screenshots of my Postepay statement (which only shows the two credits received) and screenshots of my gaming account where you can clearly see the blocked withdrawal of May 11th and the remaining €801.47 frozen in the balance.

I remain available for any further details and thank you for your support.

Gentile Karla, la ringrazio per il riscontro. Rispondo punto per punto alle sue domande per fare massima chiarezza:

Hai già effettuato prelievi andati a buon fine?

Sì, come indicato, ho effettuato 3 prelievi da 500€ ciascuno a metà maggio. Quelli richiesti il 12 e il 13 maggio sono stati correttamente erogati sulla mia Postepay. Solo il primo, richiesto l'11 maggio, è rimasto bloccato in stato "Verifica in corso".

Potrebbe confermare di aver completato con successo la verifica KYC?

Sì, confermo che il mio account è completamente verificato (KYC approvato) e tutti i documenti sono stati accettati dal casinò prima delle richieste di prelievo.

Hai accumulato le tue vincite con o senza un bonus attivo?

Ho accumulato le mie vincite giocando esclusivamente con il mio saldo reale, senza alcun bonus attivo o vincoli di rollover.

Hai giocato ai giochi da casinò o scommesso sullo sport?

Ho giocato esclusivamente ai giochi da casinò.

Comunicazioni con il casinò:

Ho provveduto a inviare in questo momento una email dettagliata al suo indirizzo (karla.m@casino.guru) contenente la copia della diffida formale che ho inviato al casinò (a cui non ho mai ricevuto risposta), gli screenshot dell'estratto conto Postepay (che mostra solo i due accrediti ricevuti) e le schermate del mio conto gioco dove si vedono chiaramente il prelievo dell'11 maggio bloccato e i restanti 801,47€ congelati nel saldo.

Resto a disposizione per qualsiasi altro dettaglio e la ringrazio per il supporto.

Dear Karla, I'm updating you on the current situation. I successfully processed my last withdrawal of €301 this morning, leaving only the decimal points (€0.47) in my account. As you can see from the attached screenshot, I currently have two pending withdrawals accepted by the system: one for €500 and one for €301, for a total of €801. I kindly ask you to keep the complaint open until these last two amounts are visible and credited to my Postepay statement. Thanks again for your support.

Gentile Karla, vi aggiorno sulla situazione attuale. Sono riuscito a inserire con successo l'ultimo prelievo di 301 € stamattina, lasciando sul conto solo i decimali (0,47 €). Come potete vedere dallo screenshot allegato, al momento ho due prelievi in sospeso accettati dal sistema: uno da 500 € e uno da 301 €, per un totale di 801 €. Vi chiedo cortesemente di mantenere il reclamo aperto finché queste ultime due cifre non saranno visibili e accreditate sul mio estratto conto Postepay. Grazie ancora per il supporto.

Dear Maxskins87,

Thank you very much for the update, and I’m glad to hear that you were able to submit the remaining withdrawal requests.

Please keep us informed once the final payments (€500 and €301) have been credited to your Postepay account. As requested, we will keep the complaint open until the remaining funds have been received.

Thank you for your cooperation, and I look forward to your next update.

Karla

Update June 5th: This morning, the casino automatically cancelled my €500 withdrawal from June 1st, sending me an email attributing the issue to a technical error with the provider and suggesting I use a bank transfer.

Following their precise instructions, I just made a new withdrawal request for €500 via bank transfer on June 5, 2026, at 11:46 AM. I currently have two pending withdrawals: one for €301 (to my card) and this new one for €500 (via bank transfer). I've attached screenshots of the cancellation email I received from the casino and the new withdrawal receipt.

Aggiornamento del 5 giugno: Stamattina il casinò ha annullato d'ufficio il mio prelievo da 500€ del 1° giugno, inviandomi un'email in cui attribuiva il problema a un errore tecnico del fornitore e suggerendo di usare il bonifico bancario.

Seguendo le loro precise istruzioni, ho appena effettuato una nuova richiesta di prelievo di 500€ tramite Bonifico Bancario (Bank Transfer) in data 05/06/2026 alle ore 11:46. Al momento ho quindi due prelievi pendenti: uno da 301€ (sulla carta) e questo nuovo da 500€ (tramite bonifico). Allego gli screenshot dell'email di annullamento ricevuta dal casinò e della nuova ricevuta di prelievo.

June 6th Update: I'd like to update the specialist on my case. Today, June 6th, the pending €301 withdrawal on my card was successfully credited. Currently, the only pending transaction is the €500 bank transfer made yesterday. I'll update the discussion again as soon as I receive this final amount so I can definitively close the complaint as resolved.

Aggiornamento del 6 giugno: Desidero aggiornare lo specialista sul mio caso. Oggi, 6 giugno, il prelievo in sospeso da 301€ sulla mia carta è stato regolarmente accreditato e andato a buon fine. Al momento l'unica operazione rimasta in attesa è il bonifico bancario da 500€ effettuato ieri. Aggiornerò nuovamente la discussione non appena riceverò anche quest'ultimo importo per poter chiudere definitivamente il reclamo come risolto.

Dear Maxskins87,

Thank you for the update.

I am glad to hear that the €301 withdrawal has been successfully credited to your account.

Could you please keep us updated regarding the remaining €500 bank transfer? Additionally, please let us know whether this is the last outstanding withdrawal from your casino balance or if you have submitted any additional withdrawal requests since then.

Once the €500 has been paid, please confirm the total amount you have received from your winnings and whether your entire balance has been successfully withdrawn.

Karla

Hi Karla, I'll update you on the situation. The withdrawal of the remaining €500 via bank transfer was requested on June 5, 2026. The transaction is currently in the "Pending Verification" status by the casino and has not yet been approved or sent. I can also confirm that the remaining balance in my gaming account is only €0.47, so this €500 withdrawal is the last pending withdrawal. I've attached a screenshot of the transaction status. Thank you.

Ciao Karla, ti aggiorno sulla situazione. Il prelievo dei restanti 500 € tramite bonifico bancario è stato richiesto il 5 giugno 2026. Al momento la transazione si trova ancora nello stato di "Verifica in corso" da parte del casinò e non è stata ancora approvata o inviata. Vi confermo inoltre che il saldo rimanente sul mio conto di gioco è di soli 0,47 €, quindi questo da 500 € è l'ultimo prelievo in sospeso. Allego lo screenshot dello stato della transazione. Grazie.

Dear Maxskins87,

Thank you for your recent update. I kindly ask that you keep me informed throughout the process and let me know when all your withdrawals have been successfully credited, so that I can proceed to close the complaint.

Thank you for your cooperation.

Sincerely,

Karla

Karla I am letting you know that I have received all the payments. I truly thank you for everything you have done.

Karla ti comunico che ho ricevuto tutti i pagamenti ti ringrazio veramente per tutto quello che avete fatto.

Hello Maxskins87,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Maxskins87,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru