Any Casoo/Casoola reps here? Need help

V

Viking

New member
Hi, 

is there any reps from Casoola here? 
 

I did a Withdraw on Casoola 8th Desember and i since then Self Excluded my account on Casoo. After a while with no money recieved, i went to Casoola to chat with them. When i was going to log in i was blocked due to self exclusion there also. I have sent a few Emails asking about my Withdraw, but i get no response.. live chat is not possible when not logged in.

I really want to get my win money. 

 
Hi @Viking,

If you're not having any luck over email, perhaps you can try giving them a call instead?

image.png

If you are using the contact form, remember to use the email address that is the same one that you registered your account with.
Also, if you're emailing support directly. Remember to check that the email address you're using is a mailbox that is actually monitored and not a 'no reply' mailbox.

 
joshnadin said:
Hi @Viking,

If you're not having any luck over email, perhaps you can try giving them a call instead?

View attachment 31485

If you are using the contact form, remember to use the email address that is the same one that you registered your account with.
Also, if you're emailing support directly. Remember to check that the email address you're using is a mailbox that is actually monitored and not a 'no reply' mailbox.
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Have you tried those phone numbers? I have. Just a automatic answer telling it is not working 😅 

i have tried their form, email, earlier email chats etc. no response. 

 
Viking said:
Have you tried those phone numbers? I have. Just a automatic answer telling it is not working 😅 
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Ah yes. I've just tried the U.K. number and it seems their offices are closed. Probably due to the holiday period, most people will be off until the new year.

Then, it doesn't help that they will usually have a backlog of customers who have tried to get in touch, making the process longer again.
Annoying 🙄

Viking said:
i have tried their form, email, earlier email chats etc. no response. 
Click to expand...
That's frustrating. I'd be a little nervous that I wasn't going to get my money too.
But, from what I can see, they're a reputable casino and they will eventually get back to you and sort out your issue.

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image.png

It seems the Live Chat is a bot and not a human, and won't transfer to one as there is likely no one in the office. I kept spamming 'speak to an agent' until it got fed up of asking me for my email address, asked me what my issue is, and then directed me either to the FAQ section, or to send them a message on the Contact Us form, which you've obviously already done.

As much as you want your money as quickly as possible, understandably. I think this is just going to be a waiting game and you're going to have to be extra patient. 😬

 
Last edited by a moderator:
joshnadin said:
Ah yes. I've just tried the U.K. number and it seems their offices are closed. Probably due to the holiday period, most people will be off until the new year.

Then, it doesn't help that they will usually have a backlog of customers who have tried to get in touch, making the process longer again.
Annoying 🙄

That's frustrating. I'd be a little nervous that I wasn't going to get my money too.
But, from what I can see, they're a reputable casino and they will eventually get back to you and sort out your issue.

--

View attachment 31487

It seems the Live Chat is a bot and not a human, and won't transfer to one as there is likely no one in the office. I kept spamming 'speak to an agent' until it got fed up of asking me for my email address, asked me what my issue is, and then directed me either to the FAQ section, or to send them a message on the Contact Us form, which you've obviously already done.

As much as you want your money as quickly as possible, understandably. I think this is just going to be a waiting game and you're going to have to be extra patient. 😬
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Thanks for helping out. 
 

maybe i just have to wait. 
 

Its strange tho, i have done lots of withdraws from there without any problems. Have been verified a long time and after withdraw request of this missing withdrawal, i had to send documents of creditcard once again and did that within 1 hour and got reply that they was verifying it asap. That was weeks before any christmas holiday. But maybe in january they fix it. 
 

i cant do anything else than be patient. My account is blocked there anyway 😅

 
Hi @Viking,

Can you kindly provide details of your account so that we can look into your issue please, unfortunately we could not locate your account with the details provided.

Regards,

Casoola Casino Team

 
Hi @Viking, 

We can see that Withdrawal was processed on the 28th of January 2022, Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly. 

Regards,

Casoola Casino Team

 
Genesis Global said:
Hi @Viking, 

We can see that Withdrawal was processed on the 28th of January 2022, Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly. 

Regards,

Casoola Casino Team
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I have recieved it now. Congrats for using 4-5 weeks for a withdraw and dig very far into my personal economy just to pay out my winnings. 
 

Thats was the end of our customer/provider relationship.

 
Viking said:
I have recieved it now. Congrats for using 4-5 weeks for a withdraw and dig very far into my personal economy just to pay out my winnings. 
 

Thats was the end of our customer/provider relationship.
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How much are we talking about? As it took so long?

 
Shep said:
Glad u received ur money @Viking I no it seems a long time but I’m still wait for my withdrawal from 16th October 3 months all I get is we’re escalating ur case ur r top priority @Genesis Global
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Hi @Shep, 

Can you kindly provide details of your account so that we can look into your issue please, unfortunately we could not locate your account with the details provided.

Regards,

Casoola Casino Team

 
My withdrawal took roughly 2 months previously, and was only resolved after I got AskGamblers involved. The genesis brand was Pelaa, and it took them forever to verify my account...

 
Shep said:
Glad u received ur money @Viking I no it seems a long time but I’m still wait for my withdrawal from 16th October 3 months all I get is we’re escalating ur case ur r top priority @Genesis Global
Click to expand...
Hi Shep, 

Kindly note your Withdrawal has been processed earlier today the 9th of February 2022, Kindly wait 3-5 working days for the balance to reflect into your account accordingly. 

Should you require further assistance do not hesitate to contact us, we are more than happy to help 

Regards,

Casino Cruise Team

 
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