Casollo Casino - Spilleren klager over en forsinket tilbagetrækning.

Since February 6th I'm waiting for my payment. I only get very evasive or no answers in the chat. It is a correct holding technique. My emails were not answered. No reaction from the finance department or the management. The casino is not recommended and is on the black list.

Seit dem 06.02. warte ich auf meine Auszahlung. Im Chat bekomme ich nur sehr ausweichende oder keine Antworten. Es ist eine richtige Hinhaltetechnik. Meine Mails wurden nicht beantwortet. Keine Reaktion von der Finanzabteilung oder der Geschäftsführung. Das Casino ist nicht zu empfehlen und gehört auf die schwarze Liste.

Dear Roswitha,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please provide me with more information and details regarding this matter? Did you complete the KYC (Know Your Customer) verification process in the past? I’m sure you understand that this thorough process might take few working days and without it, you won’t be able to receive any withdrawals. Please let me know if your casino account verification was successful in the past. 

I would recommend checking casino review on our website before choosing one in the future. Please see the link below for Casollo review on our website (https://de.casino.guru/casollo-casino-rezensionen). As you can see from all of the information in our review, Casollo Casino is a bad online casino. We don't recommend playing at it and strongly advise you to stay away from it.

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I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela, thank you for the quick response. I have all the necessary documents and documents on February 6th. filed. This was confirmed in the chat, but no response has been received from the responsible department to this day. In the chat, I am always calculated long processing times and that I will get my money. In addition, I am always told that everything is still within the time frame, since there is no work on weekends either. 72 hours for review and 12 hours for withdrawal. But these times have now been exceeded.

Roswitha

Hallo Petronela, vielen Dank für die schnelle Reaktion. Ich habe alle erforderlichen Unterlagen und Dokumente schon am 06.02. eingereicht. Im Chat wurde mir das bestetigt, aber von der zuständigen Abteilung kam bis zum heutigen Tag keine Rückmeldung. Im Chat werden mir immer lange Bearbeitungszeiten vorgerechnet und das ich mein Geld bekommen werde. Außerdem wird mir immer erläutert das alles noch im Zeitrahmen sei, da ja auch am Wochenende nicht gearbeitet wird. 72 Stunden zur Überprüfung und 12 Stunden bis zur Auszahlung. Aber diese Zeiten sind jetzt auch überschritten.

Roswitha

Thank you very much Roswitha for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved in the near time to your satisfaction.

Hi Roswitha,

I will contact the casino now and we'll see what its standpoint is.

Thanks Peter. I had contact in the chat again yesterday. There I was told that there is a high processing status and it may still take a while. It would not be paid out this week and I should ask again next week. This has never happened to me in any casino. No reaction to my emails. That is the state.

Thank you for your efforts now.

Roswitha

Danke Peter. Ich hatte gestern nochmal Kontakt im Chat. Dort wurde mir erlkärt das es einen hohen Bearbeitungsstand gibt und es noch dauern kann. Diese Woche würde es auf keinen Fall ausgezahlt und ich sollte nächste Woche nochmal nachfragen. Das ist mir bis jetzt in keinem Casino so passiert. Auf meine Mails keinerlei Reaktion. Das ist der Stand.

Vielen Dank für Ihre Bemühungen schon jetzt.

Roswitha

Hello Peter, to this day there is no message from the casino. The prize has not yet been paid out. I'm still being comforted in the chat. I think this casino is insolvent. What else can I do? I'm pretty baffled.

Roswitha main magpie

Hallo Peter, bis zum heutigen Tag gibt es keine Nachricht vom Casino. Der Gewinn ist noch nicht ausgezahlt. Im Chat werde ich weiterhin vertröstet. Ich glaube das dieses Casino zahlungsunfähig ist. Was kann ich noch tun? Ich bin ziemlich ratlos. 

Roswitha Haupt-Elster 

Hi Roswitha,

I reached out to the casino, I sent a couple of emails but never received any reply. Today I chatted with the live support. They asked for all my contact details and promised to pass it on a person in charge. Let's give them a few more days to reply. It won't be easy since the casino hasn't got a good rating on our website and we have no direct contact for the casino's management. However, it doesn't mean we can't get the issue resolved. 

Hello Peter, to date no result. I'm still waiting for my money or an answer. At the moment the chat is only staffed by a technical staff member who cannot give a response to payouts at all. This has never happened to me in any casino.

Roswitha

Hallo Peter, bis heute kein Ergebnis. Ich warte noch immer auf mein Geld oder eine Antwort. Zur Zeit ist der Chat nur mit einem technischen Mitarbeiter besetzt der überhaupt keine Antwort zu Auszahlungen geben kann. So etwas ist mirnoch in keinem Casino passiert.

Roswitha

We would like to ask the Casollo 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 affect its rating.

Hi Roswitha,

I just chatted to a casino representative and he said you will get paid next week because they are a bit understaffed but they work on it. Please let me know as soon as you receive the money.

Hello Peter, thank you for your efforts. I will contact you as soon as there is news. I hope it works out next week and I finally get my money.

Hallo Peter, vielen Dank für Ihre Bemühungen. Ich werde mich umgehend melden,  wenn es Neuigkeiten gibt. Ich hoffe das es nächste Woche klappt und ich endlich mein Geld bekomme.

Hello Peter, today is March 19th. and my money is still not paid I have not received an answer to any of my emails. In the chat I am referred to the management, because the chat is not responsible for payment problems. This has never happened to me in any casino. So much for the booth.

Roswitha

Hallo Peter, heute ist der 19.03. und mein Geld ist immer noch nicht ausgezahlt. Auf keine meiner Mails habe ich eine Antwort bekommen. Im Chat werde ich an die Geschäftsleitung verwiesen, denn der Chat ist für Auszahlungsprobleme nicht zuständig. Soetwas ist mir bis jetzt in keinem Casino passiert. Soviel zum Stand.

Roswitha

Hello Peter, still no money. I'll keep fighting.

Hallo Peter, immer noch kein Geld. Ich kämpfe weiter.

Hi Roswitha, I will try to find out more about your withdrawal.

thanks, that's very nice.

danke , das ist sehr nett.

Hi Peter,

I still haven't got my money. The casino is constantly offering promotions, but no payouts are made. You would have to warn everyone, because there are already many players waiting for their money. What can I do?

Roswitha

Hallo Peter,

mein Geld habe ich immer noch nicht bekommen. Das Casino bietet ständig Aktionen an, aber ausgezahlt wird nicht. Man müsste alle warnen, denn es gibt ja nun schon viele Spieler die auf ihr Geld warten. Was kann ich tun?

Roswitha

Hi Roswitha, 

I tried to contact the casino rep again, but he stopped responding. There is not much I can do now without the help from the casino. . As a last resort, you could submit a complaint to the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know how they responded (my email address: peter.m@casino.guru). The only thing I can do now is to mark the complaint as unresolved. This will affect the overall rating of the casino. I understand, this isn't a satisfactory solution to your issue. However, the decrease of rating caused by unresolved complaints could change the casino's approach. I really wish I was of more help.

Best regards,

Peter

We received an email from the player that the Curacao Gaming Authority helped the player to receive her winnings. 

Thank you Roswitha for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.