Casollo Casino - Hráč se snaží vybrat své výhry.

Hi, Casollo have not paid my winnings. I requested a withdrawal of 800€ over three months ago. I canceled it a month later and played some more, but made a new withdrawal of 700€ in June. It is still pending.

Live support said that it will be processed in 24 hours, but nothing happened and I asked them again. Now they said that they can't help with payments and asked me to contact them via email. I've send them email but nobody replied it as usual. Could you help me?

My account has been verified a long time ago and I have made several deposits and withdrawals in the past.

Dear Mika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have accumulated any of your winnings with an active bonus? Which payment method you have opted for? Was it the same one as in the past? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Comments from the player:

"I’ve used Skrill every time to deposit and withdraw and it was the method also this time.

I won that 800€ without any bonus. Then I took a casino bonus,

fullfilled all rollover requirements, but lost the bonus and deposit. After

that my balance was 700€. I made a payout request which have been pending for 3

months now.

Thanks for you help!

Mika" 

Thank you very much, Mika, for your reply. Do I understand it correctly that you have deposited funds into your account and activated bonus offer while having a pending withdrawal of €800?

Could you please advise which exact bonus it has been? What status has your withdrawal now? Was it approved but still pending or it’s been never approved in the past?

No, I canceled the withdrawal before taking the bonus. The bonus was 200% and I deposited 100€. Actually I lost that 100€ and bonus and also 100€ of my earlier balance, so I had 700€ left.

Withdrawal has never been approved, it has been pending since then.

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

Hello Mika.

It is highly probable that your new withdrawal has something to do with a bonus what you took.

To be sure about that, I need to ask casino representatives to give me a hand in this case.

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’.

I am very sorry, Mika. The casino failed to respond on any our attempt.

We have no other possibility as to close this complaint as "unresolved."

We can only hope that the casino will reopen this complaint and fix everything.