Cadoola Casino - Spelarens konto stängs utan förklaring.

Good evening,

Last week I logged in my cadoola account to play and managed to make a win. I made a withdrawal request and waited for the appropriate time to pass to get it. After not receiving it I got curious and tried to log in my account in order to see what's happening, that's when I found out my account has been frozen. After communicating with the casino on live chat I was told it was an administrator decision (?) and i wasn't given any other details. Please help!

Hello Emilios,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cadoola Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello again,

No my account was not verified, whenever I checked to see if that was needed, I would get a pop up that said "your account doesn’t need to be verified at the moment".

The money was made after a real cash deposit of 20 euro was made.

I found out about this issue yesterday and I have tried to contact the casino via email (has not been replied) and live chat (was not helpful)

Any updates?

Hello Emilios,

Did you contact the casino's e-mail support as the live chat advised?

If yes, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

If not, please contact them as soon as possible and forward their reply once they do.

Regards,

Nick

Hello again,

Yes I have sent an email to the casino but there has been no reply. I’m forwarding said email right now!

Thank you Emilios for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Emilios 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 why was the player's account frozen and how we can help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Emilios, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear all,

Thank you for your patience!

Please be informed that the customer's account was closed in accordance with the following article of the Terms and Conditions:

3.2  Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• the Duplicate Account will be closed without an option to reopen it.

Thank you for your understanding.

Best regards,

Cadoola team

Thank you for the update Cadoola Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We apologize for the delayed reply.

We will provide the updates on the case as soon as possible.

We appreciate your patience.

Best regards,

Cadoola team

Dear all,

We sincerely apologize for the delay and inconvenience.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Cadoola Casino Team

Dear Peter,

We would kindly request to check the reply provided via mail.

If you have any additional questions, please contact us.

Thank you for your cooperation.

Kind Regards,

Cadoola Casino Team

Hello Emilios,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Cadoola Casino representative.

Dear Emilios, the casino has provided me with evidence of multiple accounts. It is an industry standard that one person may only operate one account in their name using their own funds. As your actions are a clear violation of this rule, we consider the steps the casino has taken to be justified. We will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter