Casollo Casino - El retiro del jugador se ha retrasado.

I made a deposit with Casollo last November and some time after that a withdrawal request of € 2000. There are no exact dates in their history, but repatriation has now been stuck for 9-10 months. The money is still visible yes 'pending withdrawal' of the but and documents I sent, but they can not e-mail any response.

Livechat is always there, but they can't help anywhere.

How should I deal with this matter?

Tein talletuksen Casollolle viime marraskuussa ja jonkin aikaa sen jälkeen kotiutuspyynnön 2000€. Heidän historiastaan ei näe tarkkoja päivämääriä, mutta kotiutus on nyt siis ollut jumissa 9-10 kuukautta. Rahat ovat edelleen kyllä näkyvissä 'pending withdrawal':ssa mutta ja dokumentit olen lähettänyt, mutta heiltä ei saa sähköpostitse mitään vastausta.

Livechat on kyllä aina paikalla, mutta he eivät pysty auttamaan missään.

Kuinka minun tulisi toimia tämän asian kanssa?

Dear SWest,

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 completed KYC account verification successfully in the past? Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi!

I've completed the KYC if I remember couple of times sending my documents. But as I said they don't answer to any emails even though they send promo emails daily from same address. Their live chat is active and can reached almost all the time but they can't do anything about withdrawals etc.

I made the deposit Nov 24th 2019 with Skrill and made the withdrawal request to Skrill maybe inside one month after that. And no, I haven't withdrawn anything from there before.

Can I help you with something more information?

Br,

Sami

Thank you very much, Sami, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello SWest73,

I looked at your complaint and will do my best to help you. I would like to invite Casollo Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Casollo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.