Casoola - Gambling with active restriction
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?
