Cadoola Casino - El retiro del jugador se retrasa.

Since August 30, 2024, I have been regularly trying to get information via live chat about the status of my withdrawal because it is supposedly completed. However, there is no sign of money in my bank account yet. In chat, they say there are either problems with the payment provider, or I need to be patient, or that I should receive an email with an ARN code. So far, this has not happened. They also keep telling me in each chat that the issue has been forwarded to the responsible department with utmost urgency, as I have been waiting since August 30, 2024, and have contacted support at least twice a week. But nothing is happening, and my money is still not in sight. What can I do?

Ich versuche seit 30.8.24 regelmäßig über den live Chat info zu erhalten,wo denn meine Auszahlung ist.denn diese soll angeblich seit dem abgeschlossen sein.bisher aber kein geldeingang auf meinem Bankkonto.und im chat heisst es entweder es gibt probleme Mut dem zahlunhsanbieter,oder ich muss mich gedulden oder sie melden sich per Email wo ein arn Code drinnen sein soll.aber bisher war auch dies nicht der Fall.dann sagten sie im jeden chat das es an die zuständige Abteilung weitergegeben wurde Mut besonderem vermerk der Dringlichkeit, da ich bereits seitb30.8.24 warte und auch mindestens 2x die Woche den Support angeschrieben habe..es passiert nix und mein geld ist auch nicht in Sicht. Was kann ich da tun???

Dear chalakalff2015,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• What payment method did you use for the withdrawal?
• Could you please provide your payment provider's transaction history since the day of your withdrawal request?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Hello, I'd be happy to send you something by email. I had another chat today and suddenly I received an ARN CODE, but my bank can't do anything with it, they say that Cadoola has to do it, not my bank. I can't send a deposit receipt because the good money came from the casino's nd fs and successful implementation. But I'll send what I have. And before that I deposited via funId and the withdrawal worked without any problems... best regards, s.ch*****

Hallo,gern schicke ich Ihnen per Email was zu.hatte heute wieder einen Chat da hab ich dann ganz plötzlich so ein ARN CODE erhalten, damit kann meine Bank aber nichts anfangen die sagen das muss cadoola machen ,nicht meine Bank.einen einzahlungsbeleg kann ich nicht schicken da das guten haben durch nd fs vom casino und erfolgreichen umsetzen entstanden ist.aber was ich habe schicke ich.und zuvor habe icj über funId eingezahlt und die Auszahlung darüber klappten ohne Probleme...mfg s.ch*****

So just sent via email what I have lg

So eben über Email gesendet was ich habe lg

Dear chalakalff2015, I have not received any email from you. Could you please send it again?

Dear chalakalff2015,

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.

Hello, I have now sent everything again, for me they were sent on 4.10

Hallo,ich habe nun nochmals alles gesendet, bei mir waren sie am 4.10 als gesendet

Update: I started a chat the day before yesterday and it said that they had not paid it out to the IBAN but to Funid. But that definitely did not happen. Because in the history this amount is not listed there. The casino then just said that I should contact Funif and I also chatted with Fun ID, they said there is no entry and that I should contact the casino. So it was a back and forth.

Update:hatte vorgestern nochmal einen Chat gestartet und da hieß es jetzt die hätten das nicht auf die iban ausgezahlt sondern zu Funid.was aber definitiv nicht stattgefunden hat.denn im Verlauf ist dieser Betrag dort nicht aufgelistet das casino sagte dann nur ich soll mich an funif wenden und auch mit Fun id habe ich gechattet, die sagen es ist kein Eingang und soll mich ans casino wenden. Also ein hin und her

Dear chalakalff2015, could you please provide your payment provider's transaction history since the day of your withdrawal request?

I already answered thw days ago

Habe ich bereits vor thw Tagen geantwortet

Dear chalakalff2015, I have not received your payment provider's transaction history since the day you requested your withdrawal.

I only received the transaction history of your casino account.

Do you mean my bank statements from Sparkasse or funid?

Meinen Sie damit meine Kontoauszüge der Sparkasse oder funid ?

Dear chalakalff2015, yes, exactly, please send it to my email address dominika.l@casino.guru.

Dear chalakalff2015,

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.

I have sent you everything by email!

Ich habe Ihnen alles per Mail geschickt!

Thank you very much, chalakalff2015, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello chalakalff2015,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cadoola Casino representative to join this conversation and participate in resolving this complaint.

Dear Cadoola Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Oh great...I had several chats with the casino, the provider funid and my bank and the arn code was not relevant or helpful for me when researching. In the end the casino said they had paid fun id 140 euros but there is no entry from the casino with 140 euros

Oh klasse ...ich habe diverse chats geführt mit dem casino mit dem Anbieter funid und meiner Bank und der arn code war für mich nicht relevant oder hilfreich beim erforschen. Zum Schluss sagte das casino sie hätten an fun id gezahlt duäie 140 aber dort ist kein Eingang vom casino mitb140 euro

And fun id didn't want to help anymore and referred me back to the casino and that's how it works very August

Und fun id wollte auch nicht mehr helf3n und verwiesen mich wieder an s casino und so läuft es sehr August

Dear all,

Kindly be informed that the customer withdrawal had been already paid out at 2024-08-30 00:37:12 , to his FUN ID account , we would kindly ask her to check the FUN ID balance history and to contact FUN ID support , from our side the withdrawal is complete and paid out.

Best Regards

Cadoola Team

I have already done that and also presented the history and also contacted duoport. The 350 went to fun id but the 140 euros did not go to fun id or to my bank account and also not back to the casino balance. And so often in the chat with you something different was said. So far there is no gold and I am entitled to my winnings or a compensation! And fun id says there is no money incoming and also in the history as I said there is no money incoming

Das habe ich bereits getan und auch den Verlauf vorgelegt und mich auch mit dem duoport in Verbindung gesetzt. Die 350 gingen ja auch auf fun id aber die 140 Euro sind weder auf fun id noch auf mein Bankkonto und auch nicht zurück auf s casino Guthaben gegangen. Und so oft wurde im Chat Mit Ihnen was anderes .Bisher ist kein g2ld da und mein Gewinn steht mir zu oder ein Ausgleich!Und fun id sagt es ist kein geldeingang und auch im Verlauf wie gesagt ist kein Eingang

Dear Cadoola Casino,

Thank you for your response and the information provided. Could you send us proof of payment? You can send it to my email address, stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

Kindly be informed that proof of the payment was send to the email you had provided.

Best Regards

Cadoola Team

Dear Cadoola Casino,

Thank you for your response and the information provided.

Hello chalakalff2015,

The casino provided me with proof of payment. It appears that you should have received the 140€. Could you double-check whether you have received these funds?

I'll be awaiting your reply.

Hello, I have already sent you an email. I had already emailed the transaction history to my colleagues but now I have emailed it to you again. What is mysterious is that the casino no longer appears in the history! Neither deposits nor withdrawals, which was previously the case.

Hallo,habe Ihnen bereits eine Email gesendet.hatte den transaktionsverlauf bereits der Kollegen gemailt aber nun Ihnen auch noch einmal. Mysteriös ist un allerdings das das casino garnicht mehr auftaucht im Verlauf!Weder Einzahlen noch Auszahlung was vorher aber war

Hello chalakalff2015,

Thank you for your response and the information provided. Could you provide us with the original PDF bank statement from the FUN ID? I am afraid, that the screenshots won't be sufficient as proof. You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

I'll ask there if that's possible, because so far I haven't been able to find anything like that there

Ich werde dort mal nach fragen ob das geht.denn bisher konnte ich sowas dort nicht finden

Hello chalakalff2015,

Thank you for your response and the information provided. Please let me know once you receive the bank statement in a PDF file.

I'll be awaiting your reply.

Dear chalakalff2015,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.