Cadoola Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

Good evening, I have a problem with the Cadoola website.

First of all, they reopened my account without my request and without my consent. After that, since I have a gambling problem, I started playing and saw it open, but shortly after I kindly asked to close it via chat support. They told me to send an email to , I send more than one email but nothing they don't answer me and the account is always open so consequently having a gambling problem I feel like playing. I then write back to the support who firmly tell me that the emails have not arrived, but this response is clearly false because I have never received an errata corrige response in my email and they appear correctly in the sent mail, consequently I send them the screenshots but nothing they continue to answer that the emails do not arrive, there was no way to close the account. I explained that what happened is a serious thing because those who have a gambling problem and find themselves with an account opened without consent the temptation to play comes as a consequence because it is a disease! After having thrown away a lot of money on the site I win 200 euros on Monday 17 February 2025, after 3 days it has not been approved and is still in the verification phase.

So how should I behave? I want them to first pay me the amount I won in the expected time and then once they receive the money they close my game account! They should refund me all the money I spent on their site since they reopened it without my consent, but at least they should refund me the €200 win quickly.

I am attaching everything I have of what happened, screenshots, chats, emails.

Best regards

Carla

Buonasera, io ho un problema con il sito Cadoola.

Innanzitutto mi hanno riaperto il conto senza che io l'avessi richiesto e senza il mio consenso. Dopodiché avendo io un problema di gioco patologico inizio a giocare rivedendolo aperto ma poco dopo chiedo gentilmente di chiuderlo tramite l'assistenza chat. Questi mi dicono di mandare mail a support@cadoola.com, mando più di una mail ma niente non mi rispondono e conto sempre aperto quindi di conseguenza avendo un problema di gioco mi viene voglia di giocare. Riscrivo poi all'assistenza che con fermezza mi dicono che le mail non sono arrivate, ma questa risposta è palesemente falsa perché non mi è arrivata mai una risposta di errata corrige nella mia mail e risultano correttamente nella posta inviata, di conseguenza gli mando gli screenshot ma niente continuano a rispondere che le mail non arrivano, non ci è stato modo di chiudere il conto. Ho spiegato che è una cosa grave quella che è successa perché chi ha un problema di gioco e si ritrova un conto aperto senza consenso la tentazione di giocare viene di conseguenza perché è una malattia! Dopo aver buttato tanti soldi sul sito vinco 200 euro Lunedì 17 Febbraio 2025, dopo 3 giorni non è stato approvato e risulta ancora in fase di verifica.

Allora io come mi devo comportare io voglio prima che mi versino la cifra vinta nei tempi previsti e poi una volta ricevuti i soldi che mi chiudino il conto gioco! Mi dovrebbero rimborsare tutti i soldi spesi sul loro sito dal momento che me lo hanno riaperto senza il mio consenso, però che almeno mi rimborsino in tempi celeri la vincita di €200.

invio in allegato tutto quanto in mio possesso dell'accaduto, screenshot, chat, mail.

Cordiali saluti

Carla

Dear Caca3,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Can you please confirm that you first requested that your account be closed due to compulsive gambling on the 29th of January? How many times have you contacted the casino since then urging them to close your account?

Have you received a response to any of your emails?

How many deposits have you made since 29 January? If possible, kindly send me a screenshot of your deposit history.

Regarding the withdrawal request in your account, please note that we usually recommend players wait up to 14 days for their withdrawal to be processed and paid out.

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

I never received a response to these emails and the deposit history magically disappeared from my account, but I took screenshots of all transactions on my bank account and screenshots of the game history. This is getting serious, it's not good!

As for the withdrawal, I am convinced they will not pay given how I am seeing them behave. And it is still stuck on "verification in progress" after 4 days. However, since then I have contacted them many times through assistance, I even sent emails while I was chatting with them that appear to have been sent correctly (I also spoke with those who deal with electronics, telephones, PC IT) and assistance told me that the department they reported had not arrived... absurd, it seems like a nightmare to me! Can you give me your email? So I can correctly send all the attachments, which are many.

Non ho mai ricevuto risposta a queste mail e la cronologia depositi magicamente è sparita dal mio account, ma io ho fatto screen di tutte le transazioni sul mio conto corrente e screenshot della cronologia gioco. La cosa qua sta diventando seria non va bene!

Per quanto riguarda il prelievo sono convinta non pagheranno visto come sto vedendo che si comportano. Ed è fermo ancora s "verifica in corso" dopo 4 giorni. Comunque da allora li ho contattati tantissime volte tramite l'assistenza ho inviato addirittura mail mentre ero in chat con loro che risultano correttamente inviate (mi sono confrontata anche con chi di occupa di elettronica, telefoni, PC informatica) e dall'assistenza mi dicevano che dal dipartimento riferivano non erano arrivate.. assurdo mi sembra un incubo! Mi può dare la sua mail ?così riesco ad inviare correttamente tutti gli allegati che sono tanti.

Has your account ever been self-excluded in the past?

Have you previously requested your account to be closed due to gambling addiction? If so, please forward the account closure request along with the casino's responses to my email at veronika.f@casino.guru.

Could you please provide all relevant documents and screenshots that could assist with our investigation, including a screenshot of your deposit history?

When was the last time you communicated with the casino regarding the closure of your account or the processing of your withdrawal request?

Good morning, I sent the email to the address indicated

Buongiorno ho mandato la mail all' indirizzo indicato

The history of the dopositi and game magically does not appear, I asked for assistance and followed the instructions but nothing. Fortunately from my account there is all the history of the deposits made to Estolio Nicosia Cadoola as they call themselves.

I had asked several times to close my account, in the past they had closed it and then reopened it without me having made a request and without my consent, then obviously seeing it open and having gambling problems I played, then I asked to close it several times for these problems but nothing. I have sent all the evidence in this regard in the attachment to your email. The situation is absurd.

Best regards

La cronologia dei dopositi e gioco magicamente non compare, ho chiesto assistenza e seguito indicazioni ma niente. Fortunatamente dal mio conto c'è tutta la cronologia dei depositi effettuati a Estolio Nicosia Cadoola come si chiamano loro.

Io avevo chiesto più volte la chiusura conto, in passato me lo avevano chiuso e poi riaperto senza che io abbia fatto richiesta e senza mio consenso, poi ovviamente vedendolo aperto e avendo problemi di gioco ho giocato, poi ho chiesto di chiuderlo più volte per tali problemi ma niente. In allegato ho inviato sulla sua mail tutte le prove in merito. La situazione è assurda.

Cordiali saluti 

Thank you for your emails.

Could you please confirm that you received no response at all to any of the emails you sent to the casino customer support?

When exactly did you contact customer support via chat to inquire about the reason why your account has not been closed?

Could you also please forward me the deposit receipts starting from the day you requested your account to be self-excluded due to gambling addiction for the first time, so that the name of the recipient is fully visible? From the screenshots you sent me, I cannot confirm that these deposits were sent to Cadoola Casino. Thank you for your patience and cooperation.

Dear Caca3,

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 replied to your email

Ho risposto sulla sua mail

Thank you very much, Caca3, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Caca3, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Cadoola Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening an account closed due to self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly at matej.l@casino.guru. 

Thank you for your patience and cooperation in advance.

On Cadoola it is impossible to close the game account, I send an email to , I also wrote in chat and they continue to leave my account open and consequently I play because I have a problem. Some time ago I had closed it, then in January they reopened it for me without me having requested it and therefore seeing it open and them sending me promos/advertisements I started playing compulsively again. When I initially asked in chat why they had reopened my game account without my consent, they replied that there had been problems (I didn't understand which ones). In the deposit history everything disappeared, I also asked there why and in chat they replied to delete cookies and try with incognito navigation but these deposits of mine do not appear, but obviously from my current account you can see all the deposits in favor of "Estolio Nicosia Cadoola" which are theirs. I also tried to log in from the PC and even there strange case the deposits do not appear. I want them to close this account, I can't take it anymore!!!!!!! I am sending you everything in my possession since they reopened my account without consent, therefore since January 2025, the chats that I managed to keep, the emails with requests to close the account, the screenshots of the transactions of my current account.

Su Cadoola è impossibile chiudere il conto gioco, mando mail a support@cadoola.com, avevo scritto anche in chat e continuano a lasciarmi il conto aperto e io di conseguenza gioco perché ho un problema. Tempo fa lo avevo chiuso, poi a Gennaio me lo hanno riaperto senza che io l'avessi richiesto e quindi vedendolo aperto e loro che mi mandavano promo/pubblicità ho ripreso a giocare compulsivamente. Quando avevo richiesto in chat inizialmente come mai mi avessero riaperto il conto gioco senza il mio consenso, mi hanno risposto che c'erano stati dei problemi (non ho capito quali). Nella cronologia depositi è sparito tutto, ho chiesto anche lì come mai e in chat mi hanno risposto di cancellare cookies e provare con la navigazione in incognito ma questi miei depositi non compaiono, ma ovviamente dal mio conto corrente si vede tutti i depositi a favore di "Estolio Nicosia Cadoola" che sono loro. Ho provato anche ad entrare dal PC e anche lì strano caso non compaiono i depositi. Io voglio che mi chiudano questo conto, non ne posso più!!!!!!! Le invio inoltrando tutto ciò in mio possesso da quando mi avevano riaperto il conto senza consenso quindi da Gennaio 2025, le chat che sono riuscita a tenere, le mail con richieste di chiusura del conto, gli screenshot delle transazioni del mio conto corrente.

For the Cadoola representative it's fine for me, but this situation must be resolved otherwise I will have to contact the postal police. Because I have a gambling problem they reopened my account and I asked several times to close it both in their support chat and by sending many emails to . Since they reopened it for me I have deposited a lot of money because I have a gambling problem, but at the same time I have asked several times to close this account but it has never been closed.

Per il rappresentante di Cadoola va bene per me, ma bisogna risolvere questa situazione altrimenti mi dovrò rivolgere alla polizia postale. Perché io ho un problema di gioco loro mi hanno riaperto il conto e io ho chiesto più volte di chiuderlo sia nella chat della loro assistenza, sia mandando molte mail a support@cadoola.com . Da quando me lo hanno riaperto ho versato tanti soldi perché ho un problema di gioco, ma allo stesso tempo più volte chiedevo di chiudere questo conto ma non mi è mai stato chiuso.

We would like to ask the 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’ which may negatively affect its rating.

Hello, what does it mean that could negatively affect your rating? But is it possible that this casino will not close my account? I only ask to close my account, is it taking a long time?

Buongiorno, cosa vuol dire il che potrebbe influire negativamente sulla sua valutazione? Ma è possibile che questo casinò non mi chiuda il conto? Io chiedo solo di chiudermi il conto ci vuole molto?

Dear Caca3, can you please let me know if the account is still open and whether you have been contacted by the casino regarding the refund?

No, I have not been contacted by the casino and the account is still open. It is absurd this situation that they do not close it for me.

No, non sono stata contattata dal casinò e il conto risulta ancora aperto. È assurda questa situazione che non me lo chiudono.

Thank you for the confirmation. This is very concerning, given the fact that this casino used to reply quite fast and solve the issues in time. I will try to reach out to the casino representatives one more time, and hopefully we can get a response and resolve this issue soon.

Yes, it seems absurd to me that I asked support several times and via email to close the account and they never closed it for me, as you can also see from the screenshots I sent to your email.

Si mi sembra assurdo che ho chiesto più volte all'assistenza e tramite mail di chiudere il conto e non me lo hanno mai chiuso, come ha potuto vedere anche dagli screenshot che ho inviato sulla sua mail.

Dear Caca3,

Thank you for your patience, and sorry for the delay.

Kindly be advised that your account is closed permanently due to your request.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Cadoola Team

Thank you for the account closure confirmation, Cadoola Team!

Please let us know ASAP once the refund request has been processed, since the account should not have been re-opened in the first place. Thanks..

I just checked and my account is still open! Please close it immediately

Ho appena controllato e il mio account è ancora aperto! Provvedete a chiuderlo immediatamente

I checked again after my new email reminder and now the account is blocked so you can no longer access it! Thanks

Ho ricontrollato dopo mio nuovo sollecito via mail ed ora l'account risulta bloccato quindi non si può più accedere! Grazie

Dear Caca3,

Your account is closed as per your request.

For your refund request you will receive email to your personal email in short period of time.

Thank you and have a great day.

Best Regards,

Cadoola Team 

I would like to thank the Cadoola Team  for confirmation of the account closure. Much appreciated.

Dear Caca3, please let me know once you receive the refund, and what is the final agreed amount, so I can adjust the disputed amount (if necessary) before closing the complaint. I will leave it open until the confirmation of the reception of the funds, just in case.

Good morning, ok thanks. I have not yet received an email for the refund.

Buongiorno, ok grazie. Per ora non ho ancora ricevuto email per il rimborso.

Dear Caca3,

Please check your personal email as we sent you a reply for your refund request.

Thank you.

Cadoola Team

Received! I sent my bank account details.

230 refund offered, thank you. I hope that in the future it will not happen again to reopen accounts without consent and after multiple requests for closure due to gambling problems the account is not closed. It is a great inconvenience for those who have gambling addiction problems.

In addition to the email I replied this:

Thanks for the refund even though I would have preferred to have the entire amount paid to play returned to me after the multiple requests to close the account.

Greetings

Ricevuta! ho mandato le coordinate del mio conto corrente.

Sono stati offerti 230 di rimborso, grazie. Spero che in futuro non ricapiti più di riaprire conti senza consenso e dopo molteplici richieste di chiusura per problemi di gioco non venga chiuso il conto. È un grande disagio per chi ha problemi di dipendenza da gioco.

In aggiunta alla mail ho risposto questo:

Grazie per il rimborso anche se avrei preferito mi venisse restituita l'intera somma versata per giocare dopo le plurime richieste di chiusura conto.

Saluti

Dear Caca3,

Please check again your personal email as we sent you a reply for your refund request.

Thank you.

Cadoola Team

I replied to your email

Ho risposto alla vostra mail

Dear Caca3, please let us know once you receive the refund and whether the complaint can be closed as resolved afterwards. Thank you. :)

Dear Caca3,

Please check again your personal email as we sent you a reply for your refund request.

Thank you.

Cadoola Team

Yes I sent you the IBAN

Si vi ho inviato l'iban

Yes I was told that you can only refund me €230 and no more than this amount and that you are doing it as a "gesture of goodwill".

Please let me know when you wire my account. Thanks

Si mi è stato detto che potete rimborsarmi solo 230 € e non più di questa cifra e che lo fate come "gesto di buona volontà".

Fatemi sapere quando effettuerete il bonifico sul mio conto. Grazie

Dear Caca3,

Kindly asking you to provide your bank details here, Thank you

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

    Full Name (please include all names including middle names)

    E-mail

    Bank Account’s Owner name

    IBAN/Account no.

    Bank Name

    Bank location (Country)

    SWIFT/BIC

Best regards,

Cadoola Team

I sent them to you via email

Ve li ho inviati via mail

Dear Caca3,

After checking our email we cannot see the details you need to provide to us.

Kindly ask you to send your bank details into our email support@cadoola.com from your email provided when you registered in our site. Thank you.

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

  Full Name (please include all names including middle names)

  E-mail

  Bank Account’s Owner name

  IBAN/Account no.

  Bank Name

  Bank location (Country)

  SWIFT/BIC

Best regards,

Cadoola Team

I sent them 2 times now I'm sending them again

Li ho inviati 2 volte adesso li invio nuovamente

I sent it now for the third time

Lo ho inviati in questo momento per la terza volta

Dear Caca3,

I hope this email find you well.

We are sorry, but we did not receive any bank details from you, unfortunately.

For this reason, please post your bank details here so we can process with the refund.

Thank you for understanding, and sorry for this issue.

Beast Regards,

Cadoola Team

Yes but I don't like them being published so everyone can see them

Si ma non mi piace vengano pubblicati che li possano vedere tutti

However, I expressly request that my bank details not be published on the Guru Casino website among public conversations.

Chiedo però espressamente che i miei dati bancari non vengano pubblicati sul sito di Guru casinò tra le conversazioni pubbliche

Dear Caca3,

We send you new email regarding your situation.

Please reply on the same email. Thank you.

Best Regards,

Cadoola Team

I have made the post with information provided hidden from other users, and will delete the details once the refund reception is being confirmed. Dear Cadoola Team, please let us know once the refund has been processed on your end. Thank you.

I have just replied to your email for the umpteenth time

Ho risposto adesso alla vostra mail per l'ennesima volta

Dear all,

We forwarded the information about your payment to the relevant department, it'll be initiated soon.

Thank you and have a great day.

Kind regards,

Cadoola Team

Ok I'm waiting!

Ok attendo!

Dear Dear Caca3, please let us know once the refund is received, and whether it resolves your complaint satisfactorily. :)

Sure, I'll write to you as soon as I receive it. Thanks

Certo, appena ricevuto Ve lo scriverò. Grazie

I think it will take a few days for the money to arrive.

Penso ci vorrà qualche giorno prima che mi arrivino i soldi

Dear Caca3,

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.

Good morning I received a refund of € 230 I thank Guru Casino for helping me especially Matej thank you very much indeed. I sincerely hope that my account will not be reopened without my consent and that things like this will not happen again.

Thanks again

Buongiorno mi sono arrivati un rimborso di 230 € ringrazio Guru Casinò per avermi aiutata in special modo Matej grazie mille davvero. Spero vivamente che non mi venga più riaperto il conto senza il mio consenso e che non ricapitino più cose del genere.

Grazie ancora

Dear Caca3,

I am very happy to hear that your issue has been resolved, and would like to thank Cadoola Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru