Casollo Casino - El retiro del jugador ha sido retenido.

Hi,

About 5 months ago I successfully implemented the 500% 100 € bonus and requested a payout of 2000 €.

I submitted the documents for this and they also arrived.

The live support only knows that it is "technical support" and has nothing to do with payouts. You should write an email to "info@casollo.com".

I have already done this several times without any answer.

What else can I do?

Hi,

ich habe vor ca. 5 Monaten den 500% 100€ Bonus erfolgreich umgesetzt und eine Auszahlung von 2000€ angefordert.

Die Dokumente dazu habe ich eingereicht und sie kamen auch an.

Der Live support weißt nur darauf hin dass er "technical support" sei und nichts mit Auszahlungen zu tun hat. Man soll eine email an "info@casollo.com" schreiben.

Dies habe ich bereits mehrmals getan, ohne jegliche Antwort.

Was kann ich noch tun?

Dear Reiner,

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. Did you receive any explanation from the casino why your withdrawal has not been approved and processed? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Finally, could you please confirm that you have completed account verification successfully in the past?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello,

so I never received an official confirmation of my account.

The live support said, however, that my documents have been received and that "the finance department is now responsible for them".

I never received an explanation of what the problem was with the withdrawal request. Even after I sent numerous emails about this.

LG

Purer

Hallo,

also ich habe nie eine offizielle Bestätigung meines Accounts erhalten.

Der live support meinte aber, dass meine Dokumente eingegangen sind und dass "die Finanzabteilung nun dafür zuständig ist".

Eine Erklärung, was das Problem mit der Auszahlungsanfrage sei, habe ich nie erhalten. Auch nachdem ich noch zahlreiche emails diesbezüglich verschickt habe.

LG

Reiner

Thank you very much, Reiner, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Casollo Casino to join us and help us resolve the player's issue.

it looks like the casollo casino won't comment on the case. As in the other cases that I have seen with you, what do you recommend me to do now?

so wie es aussieht wird sich das casollo casino ja nicht zu dem Fall äußern. Wie in den anderen Fällen, die ich bei euch gesehen habe auch, was empfehlt ihr mir denn nun zu tun ?

We haven't receive any answer from the casino yet. We are now extending the timer by 7 days. If the casino fail to respond to our request we will be forced to close the complaint as "unresolved", which could lead to casino's rating deduction.

Unfortunately, the casino still hasn't reply to us. We are now forced to close the complaint as "unresolved" which will negatively affects the casino's rating. I'm sorry we could not help you more with this case. Do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru