Cadoola Casino - Los retiros de los jugadores se han retrasado.

Dear Pawelss, 

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

• Have you made any successful withdrawals before?  
• Could you please share the screenshots of your withdrawal requests?
• Could you please confirm whether you uploaded your documents for KYC directly on the casino's website? Are they under review?  

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

Best regards, 

Natalia

Hello Natalia,

Thank you for contacting us.

1. No payout has been made yet.

2

These are all three outstanding applications. I still have €2,000 outstanding as credit, but I can't apply for it yet.

3. Uploaded directly to my profile via the website.

Documents uploaded:

-Identity card front + back

- Selfies with ID card and website in the background

-Screenshots of deposit confirmations (bank)

-Bank statements in PDF from May + April

- Proof of address

I haven't received any feedback on the uploads.

Thank you for your help!

Greetings

Hallo Natalia,

vielen Dank für die Kontaktaufnahme.

1. Bisher noch keine Auszahlung durchgeführt.

2

Das sind alle 3x offenen Anträge. 2000 Euro ist noch offen als Guthaben, jedoch kann ich hierfür noch keinen Antrag machen.

3. Direkt über die Website in meinem Profil hochgeladen.

Dokumente die hochgeladen wurden:

-Personalausweis vorne + hinten

- Selfies mit Personalausweis und Website im Hintergrund

-Screenshots von Einzahlungsbestätigungen (Bank)

-Kontoauszüge in PDF von Mai + April

- Adressnachweis

Ich habe keine Rückmeldung zu den Uploads erhalten.

Vielen Dank für die Hilfe!

Grüße

Hello, I contacted live support again. However, I always get the same response (copy and paste), see screenshot.

Hallo ich habe noch einmal den Live Support kontaktiert. Jedoch erhalte ich stets die selbe Antwort (copy und paste) siehe Screenshot.

Thank you very much for your reply, Pawelss. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I only took a screenshot of this conversation. But all the other conversations went similarly.

Lediglich dieses Gespräch hab ich gescreenshot. Aber alle anderen Gespräche verliefen ähnlich.

Thank you very much, Pawelss, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you for your help!

Vielen Dank für ihre Hilfe!

For information:

I contacted support again today, but to no avail. The support agent didn't answer my questions. I uploaded multiple copies of all the documents and received no response.

Zu Info:

Heute habe ich noch einmal den Support kontaktiert, jedoch ohne Erfolg. Der Support Mitarbeiter ist nicht auf meine Fragen eingegangen. Ich habe alle Dokumente in mehrfacher Ausführung hochgeladen und keine Rückmeldung erhalten.

Hello there,

Thank you Pawelss for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cadoola Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

I've already uploaded my May bank statement twice. I've already communicated this several times in the support chat. I'm uploading the same statement again now, showing all my bank transactions. All deposits for Cadoola Casino are shown on this statement...

Ich habe meine Kontoauszug für Mai von meiner Bank bereits 2x hochgeladen. Dies habe ich bereits mehrfach im Support Chat kommuniziert. Ich lade den selben Kontoauszug von allen meinen Banktransaktionen nocheinmal jetzt hoch. Auf diesen sind alle Einzahlungen für das Cadoola Casino ersichtlich...

Has been uploaded again.

Ist ein weiteres Mal hochgeladen.

Here are the detailed transaction overviews again (it was also uploaded about 2 weeks ago).

Hier auch noch einmal die genauen Transaktionenübersichten (wurde auch vor circa 2 Wochen schon hochgeladen).

Dear Pawelss,

Thank you for your reply and information.

We forwarded your information to the relevant department and will provide you further information in the nearest time.

Thank you for your patience and cooperation.

Best Regards,

Cadoola Team.

Dear Pawelss,

Please note that your account has been correctly verified with the documentation sent, note as well that your withdrawals were correctly processed, there is currently only one left that will be proccessed as soon as possible.

We hope we have helped with this matter.

Best regards,

Cadoola Team.

Thank you very much for the update Cadoola Casino representative.

Dear Pawelss, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Peter,

Thank you for keeping the complaint open and for your help in resolving the issues. I will contact you once the final withdrawal has been processed.

Thanks again!

Hallo Peter,

vielen Dank für das Offenhalten der Beschwerde und Ihre Hilfe beim Lösen der Probleme. Ich werde Sie kontaktieren, sobald die letzte Auszahlung bearbeitet wurde.

Nochmals vielen Dank!

Dear Pawelss,

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, the problem has been resolved. Thank you for your help!

Hallo das Problem ist behoben. Vielen Dank für die Hilfe!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pawelss,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter