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Casoola Casino – Delayed Withdrawal Complaint

Withdrawal Amount: 266 CAD

Payment Method: Interac e-Transfer

Withdrawal Request Date: May 22, 2026

I am submitting this complaint regarding a delayed withdrawal that has remained in "Under Review" status since May 22, 2026.

On May 22, 2026, I requested a withdrawal of 266 CAD through Interac e-Transfer. Casoola immediately acknowledged receipt of the withdrawal request by email and advised that the request would be processed by their Financial Department.

Since submitting the withdrawal, I have contacted customer support periodically for updates. I did not contact support every day. Instead, I allowed reasonable time between follow-ups based on the processing timeframes provided by Casoola representatives.

Throughout my conversations with support, I was repeatedly advised that:

• The withdrawal was successfully requested and active in the system.

• The withdrawal was in the Finance Department queue.

• Withdrawals are generally processed within approximately 3 business days, excluding weekends and holidays.

• My account was in good order.

• My withdrawal was being processed by the Finance Department.

• Internal reminders and follow-ups had been sent to the responsible department.

• There was no issue with my funds.

• No additional action was required from me.

Despite these assurances, the withdrawal remained in the same "Under Review" status for more than a week.

I also checked the account verification section of Casoola. The verification page specifically stated that my account did not require verification. As a result, I do not understand how the delay can be attributed to verification concerns when the platform itself indicates that no verification is required.

As the delay continued, I requested clarification regarding the reason for the delay and whether there was any issue with my account. I was never provided with a specific explanation. Instead, I received general statements indicating that the Finance Department was processing the withdrawal and that I should continue waiting.

Most recently, support advised that:

• The withdrawal remains active.

• The Finance Department has been informed.

• The responsible department has been alerted.

• There is no issue with my funds.

• The withdrawal is still being processed.

However, no estimated completion date has been provided and the status remains unchanged.

I am concerned because:

The withdrawal has remained under review significantly longer than the processing timeframe originally communicated by support.

The account verification page indicates that no verification is required.

Support repeatedly states that there is no issue with my funds or account.

No additional documents have been requested.

No specific explanation for the delay has been provided.

The withdrawal status has not progressed beyond "Under Review."

I have retained evidence including:

• Withdrawal confirmation email.

• Withdrawal status screenshots showing the transaction remains under review.

• Verification page screenshots showing that no verification is required.

• Customer support conversations documenting the explanations provided by support representatives.

Requested Resolution:

• Immediate processing of the withdrawal if there are no issues with my account.

• A clear explanation for the delay.

• Confirmation of the current stage of processing.

• An estimated completion date for the withdrawal.

My goal is simply to receive the withdrawal that remains pending and obtain a clear explanation regarding why the transaction continues to be delayed despite repeated assurances that my account is in good standing and no issues have been identified.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear VoxVerdict,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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

Dear VoxVerdict,

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,

Karla