Cadoola Casino - La cuenta del jugador ha sido congelada, lo que inhibe el retiro.

Good day.

I attempted to withdraw 480 Euros from the named casino.

Every time I tried, I was informed that my account is frozen.

I was not notified about this.

On 08.05.2024, I spoke with live support, who assured me that everything was fine.

Today, the support team informed me that my account has been closed.

I am able to log in and deposit funds, but I cannot withdraw.

When I approached them about this issue, they repeatedly left the chat immediately.

Please assist me with my problem.

Guten Tag.

Ich wollte in dem genannten Casino 480 Euro auszahlen.

Wenn ich es Probiert habe steht da jedesmal das mein Konto eingefroren ist.

Ich wurde darüber nicht benachrichtigt.

Am 08.05.2024 habe ich mit dem Live Support geschrieben und die meinten es ist alles in Ordnung.

Heute hat mir der Support geschrieben das Konto wäre geschlossen.

Ich kann mich einloggen und Einzahlen aber nicht Auszahlen.

Sobald ich etwas konkreter mit der Problematik wurde haben die immer wieder den Chat sofort verlassen.

Bitte helfen sie mir bei meinem Problem.

Dear Ugi89,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

If your account was closed, how come you can log in and deposit?

Have you received any email from the casino explaining why your account would be closed?

Could you please advise if you passed the KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Good day

I was told by support via live chat that my account had been closed by the administration.

I didn't receive an email mentioning that it was closed.

I have already made a successful withdrawal of 500 euros, which I also received.

It says that my account does not currently require verification.

I have photographic evidence of this.

Best regards

Guten Tag

Mir wurde per Livechat vom Support gesagt das mein Konto von der Verwaltung geschlossen wurde.

ICh habe keine Email erhalten wo erwähnt wird das es geschlossen wurde.

Ich habe schonmal eine erfolgreiche Auszahlung über 500 Euro getätigt die ich auch erhalten hatte.

Es steht das mein Konto keine Verifizierung aktuell benötigt.

Ich habe Nachweise per Fotos darüber.

Beste Grüße

Thank you very much, Ugi89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ugi89,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Cadoola Casino to join the conversation.

Dear Cadoola Casino,

Can you please provide more information on what's going on with the player's account? Why are withdrawals not possible in the player's account?

Dear Customer,

Thank you for reaching out.

The technical problem is currently being looked into, while we are inquiring with the relevant department about a possibility of a manual withdrawal. You will be emailed as soon as there is an update. Thank you for your patience.

Best regards,

Customer Support

Good day,

Customer support wrote to me weeks ago saying I should receive an email.

But that did not happen.

Nevertheless, I will be patient and wait for an answer.

Dear Casino Guru,

Can we leave this complaint open until I receive the money?

Best regards

Guten Tag,

mir wurde schon vor Wochen von dem Kundensupport geschrieben das ich eine Email erhalten sollte.

Das ist aber nicht geschehen.

Dennoch werde ich mich gedulden und auf eine Antwort warten.

Liebes Casino Guru,

können wir diese Beschwerde offen lassen bis ich das Geld erhalten habe?

Mit freundlichen Grü´ßen

Dear Cadoola Casino,

Thank you for your response, hopefully, the technical issues will soon be fixed.

Dear Ugi89,

Please do not worry, I will leave this complaint thread open until you receive your winnings.

Dear Customer,

We would like to inform you that we sent you an email with information request on 22.05.2024. Looking forward to your reply.

Best regards,

Customer Support

Hello Cadoola Casino,

I answered your email and added all the necessary information.

Best regards

Hallo Cadoola Casino,

ich habe ihre Email beantwortet und alle nötigen Informationen hinzugefügt.

Liebe Grüße

Dear Customer,

Thank you for providing us the information.

We would like to inform you that the payment was processed from our side on 24.05.2024.

Best regards,

Customer Support

Dear Cadoola Casino,

Thank you for the information.

I will contact you as soon as the winnings appear in my account.

Best regards

Liebes Cadoola Casino,

vielen Dank für die Information.

Ich werde mich melden sobald der Gewinn auf meinem Konto erschienen ist.

liebe Grüße

Dear Cadoola Casino,

Thank you for your responses, I'm glad to hear that the player's withdrawal has been successfully processed.

Dear Ugi89,

I'm hopeful that you will receive the funds soon. I look forward to your confirmation so we can consider your complaint resolved.

Good day,

the complaint can be closed.

I received my winnings.

Many thanks for the help.

Best regards

Guten Tag,

die Beschwerde kann geschlossen werden.

Ich habe meinen Gewinn erhalten.

Vielen Dank für die Hilfe.

liebe Grüße

Great news, Ugi89. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru