Casoola— player complaints: 18 in English

I won 804.50 euros on the 22nd of August, I have sent in all of the many documents that they have requested but they are just ignoring me. They are never available on live chat and they sent a email saying they are pulling out of Ireland so money needs to be withdrawn by 31st December 2022. I cancelled my pending withdrawal so that I could try to withdraw it again but now the money has vanished from my account. Could you please contact them on my behalf and try to find out what they are doing. Thanks

I was contacted by casoola a number of weeks ago from the outstanding balance in my account from a year ago, I was asked for an ewallet for the payment to be processed, after doing this I got an email to say PayPal had refused the payment, after contacting PayPal I was informed no such thing as my PayPal is live, I have proof of all this please can you help me get my payment

I have provided relevant documents. I do not own a passport or driver's license as I don't drive. I have however provided a government-issued photograph ID as well as a recent bank statement, a utility bill and a selfie of myself holding my ID. It has been 7 days, they won't verify my ID and it takes about 2 days between each email correspondence. I was actually asked to provide ID less than 3 months old????, I understand a bill less than 3 months but ID, it doesn't make sense. They seem to be stalling to pay out and talking to customer service gets me nowhere. They just ask me for a passport repeatedly no matter how many times I tell them I don't own a passport. At the rate of response time, it will take about 6 months before I receive my funds, that's if I receive them at all.

I signed up to casoola and made a few deposits. I requested a very small 50 euro withdrawal and the next day when I tried logging in the account was blocked? I emailed the casino numerous times over a week and received no response? Chat is always unavailable also? Please help me.

On the 25/05/2021 I withdrew £183 from this site, I’ve live chatted and can never get through to speak to someone, I’ve sent numerous messages and heard nothing. It’s been well over a week and the process is 72 hours, can you please help me claim my winnings.

I deposited £100 won £1000 withdrew it out on the 24th of may still pending on the 1st June had no emails from them asking for verification or anything contacted live chat 3 times and it’s the same story every time thank you for your patience we have contacted the relevant department please can you help me get my money.

Timeline of events: 01/12/2020 – Played at Casoola and won. Withdrew the funds 02/12/2020 – ID, proof of address and card photos requested 02/12/2020 – ID, proof of address and card photos sent 11/12/2020 – ID confirmation photos & card confirmation photos requested 17/12/2020 – ID confirmation photos & card confirmation photos sent Since 17/12/2020, I’ve heard nothing back from Casoola despite me emailing them several times. I’ve attempted to use their livechat service on numerous occasions but the robot on the chat doesn’t put me through to a customer service agent, it just reroutes me back to a message saying to contact the support team via email. It’s now been a month since I sent these documents in to a completely unresponsive Casoola. I’m absolutely disgusted that I’m being left in the dark like this with my funds quite obviously being withheld for no good reason. It’s very unfair to subject one of your customers to this sort of poor customer service. You would have thought that with them having their licence taken away and then reinstated, they would have drastically improved as a casino, but they are evidently still operating at substandard levels.

I requested a withdrawal of the contested amount on the 7th of December 2020, soon after I was informed my account had been blocked for "routine security checks" and since I have heard nothing from the casino, even having chased them a number of times. There is still no sign of my withdrawal. As stated in the UKGC's rules, ID verification is not allowed to be used for the purpose of stalling withdrawals. Especially relevant as I've already provided (and had accepted) extensive ID verification to another Genesis casino in the past. This casino needs to lose its license. But first I'd like my money back.

Hello, After depositing £100 on Casoola on the 3rd of December, I won £900 and made a withdrawal of £885. Since then I have received no correspondance about what is taking so long and they have blocked my account. The casino hasn't asked for any verification documents, but if they need them I will be happy to provide them. I am just confused what is taking so long. Please can you help me get my money, Thanks,

Hello, On the 9th of Novmember I deposited a total of £600 (£300 into each) of these sites. After winning some cash on slots I withdrew £1,139.34 from CasinoPlanet and £731.75 from Casoola. On November 10th Casoola asked me to verify my account by with documents, which I provided. They then asked for further verification including a hand written note and selfie, which I provided. They complained that I had sent the files in the wrong format so I resent them all again by email. (I could not upload them on the website platform as by this point my account was blocked.) The last communication I received was on the 22nd of November asking again for my documents and photos for verification purposes, which I sent promptly that day. Since then I have not heard from either casino relating to my substantial withdrawals. It has been over 3 weeks of no communication and 5 weeks since my withdrawal request. The casino is clearly violating its responsibility to pay customers within a reasonable time period. Please could you assist me in getting my winnings, thanks for your time. Regards,

Upon requesting my withdrawal casoola has blocked my account. They've given me no communications and when asked on live chat I'm given a vague response as to the purpose of all this and when I can expect any communication or my money. I've already provided full ID including selfies to their sister site Spinit, which were accepted. so they are clearly just stalling, which goes against the recent UKGC rules regarding using the verification process as a stalling method.

Hi, I requested a withdrawal of nearly £2.5k a week ago but instead of processing it, they've blocked my account. Live chat claim a security check is being done on my account but they don't provide any details of what the problem is. Could you please try to put pressure on them to speed things up, because atm, it's going nowhere. Thank you very much!

I have been a customer of casoola since they first opened and also across majority of the genesis global brand, unfortunately loyalty is not recognised here. I got up to £5,000 on Sunday 22/11 so decided to withdraw was charged for doing so, casoola waited 48 hours before requesting verification documents baring in mind that I was unable to upload my documents on site at any time due to it stating that they already had all the necessary inform! I replied to the email request for my documents on 24/11 with my documents attached as again was unable to upload them on site. 8 days have passed since I requested a withdrawal, over 72 hours since my documents were verified I was told yesterday 29/11 by support and the complaints team by email that my withdrawal had finally been authorised and would be released by midnight .Logged on today 30/11 to see my withdrawal is still pending and the withdrawal is being checked, so that's another 3 different departments lying to me. Ive raised a dispute with the complaints team but absolutely getting no where! The same excuse as everyone else stating there is delays due to lots of customers Blah Blah Blah you are in fact breaching your own terms and conditions. I am not prepared to let the casino make up the rules while they go along. if you like a casino that values there players and don't purposely delay giving you your funds then avoid casoola at all costs. I will be closing all accounts under this brand down due to there insufficient reasons to withholding payments to customers as soon as I finally receive my withdrawal!!

Hi, I was fortunate enough to hit a big win at Casoola and I withdrew on the 15th May £8420. I have not received funds yet and also have heard that Casoola's UK license has now been suspended. I am really worried that because of this they will not pay, googling it seems they are very bad for stalling anyway. Could you please help to put a little pressure on them to pay out? Despite being verified anyway they asked for selfies with a handwritten note and holding bank card, passport etc. This has been provided. Thanks in advance for any help you can give

I have withdrew 1402 was asked for id they accepted the driving licence and address. But didnt verify my paypal at the same time. Has been over 5 days now and still nothing just keep getting told in chat it will get done soon and still nothing.

Dear Sir/Madam, I registered an account at the Casoola casino in the beginning of May. I verified my account and provided documents on the same day. I transfered some money to my account and gambled. All was well until I asked (on my own initiative) from Casoola VIP service if it's not a problem for them that I have active gambling restriction set on me in Estonia (Casoola is providing their services in Estonia, among other countries). First, they asked me to provide extra documents (which I did), then they closed my account without a warning and without an option of re-opening it. Now, I haven't been able to log in ("Your account is currently blocked because you have requested to self-exclude. For more details please contact customer support For further assistance, contact Customer Support via Live Chat) since 26th of May, and I am not able to transfer the money back from Casoola to my account. Although Casoola state in their automatic message when I try to log in that I have asked for self-exclusion, I have NOT. After they restricted my access to my account, I asked if they could then transfer the money back to me. To this, they have not replied anymore. I sent an e-mail to Casoola ([email protected]) about it on 26th of May 2020. They received my e-mail and asked what funds I mean. I replied the same day (26.05.2020) and after that I haven't been able to get any information from them. I sent a reminder on the next day, on 29th of May and on 1st of June. No answer. The sum is 7900€. May I ask for your help?

I have a withdrawal of just under £600 that they are refusing to pay me. It has sat as a pending withdrawal for weeks now, whenever I go on chat to query it they just give the same useless response telling me the withdrawal is under review. Are you able to help?

I signed up to Casoola on 14th Feb and deposited £200. I started playing and I quickly had a win which led to a total of £588.50. I had withdrawn £100 just before this, which was agreed with live chat as I meant to deposit £100. I withdrew the £588.50 balance. Casoola emailed me a large list of ID requirements despite asking for none of these on sign up, including many selfies of myself holding passport, bank card etc. On the same day I sent all photos back to Casoola in high quality exactly as requested. I have sent these photos again on request by live chat who claimed they didn't have a full set on their system so I sent certain pictures again as requested. From this point have received no response (March 6th). Despite several follow up emails that have been ignored and live chat sessions where I am told the case will be escalated and nothing happens, my funds have not been released and emails have been ignored. As it stands on the 15th March, neither withdrawal has been released and my Casoola account remains locked. I would appreciate some help in sorting this please.