Casoola Casino Player Experiences
Your Game. Your Account. We’re Here for You.
Whether you’re trying a slot, activating a bonus or waiting for a withdrawal, you can contact us 24/7 with questions. We can help with account problems, missing credits and disputed game results.
18+ only. Stakes and bonus funds can be lost.
Try Slots or Join a Live Table
Play slots, roulette, blackjack and live game shows with us. Many slots have a demo mode you can try first without registering or betting real money. Demo credits and winnings cannot be withdrawn.
In our Live Casino, you play at tables with real dealers. Rules and betting limits vary by table. Winnings are not guaranteed, whether you’re playing slots or live table games.
You can use your Casoola account on both your computer and smartphone. If a game freezes or a round doesn’t end as expected, the game title, time and round ID, if available, help us locate the transaction. Feel free to send us a screenshot without sensitive account details.
You can access our Casino and Live Casino with your existing player account.
Bonuses Come with Their Own Terms
Bonus funds cannot be withdrawn immediately like real-money funds. For our welcome bonus, you must wager the combined deposit and bonus 35 times; winnings from welcome free spins have a 40× wagering requirement. You have ten days from activation to meet each requirement.
A CHF 100 deposit plus a CHF 100 bonus means CHF 7’000 in required wagering. Not all games contribute equally: some count only partly, while others are excluded. You can still lose your balance while meeting the requirements.
If you request a withdrawal while the welcome bonus is active, you lose eligibility for the offer. If you cancel the bonus, your casino bonus funds are forfeited. Limits on converting bonus winnings to real money are set out in our Casoola Bonus terms. If you’re missing a bonus credit, tell our support team the promotion name, deposit amount and deposit time.
Your Withdrawal: Processing and Arrival
Payment Methods and Amounts in CHF
For your Swiss franc account, you can deposit using cards, PSCRD, MiFinity or cryptocurrencies. For withdrawals, we also offer bank transfers, Revolut and Skrill. Minimum and maximum amounts vary by method:
| Payment method | Deposit | Withdrawal |
|---|---|---|
 Card | CHF 15–2’000 | CHF 15–3’000 |
 PSCRD | CHF 10–900 | — |
 MiFinity | CHF 10–2’500 | CHF 10–2’500 |
 Bank transfer | — | CHF 10–4’500 |
  Revolut / Skrill | — | CHF 10–4’500 |
 Bitcoin | CHF 33–5’400 | CHF 60–5’400 |
  Ethereum / Litecoin | CHF 10–4’500 | CHF 20–4’500 |
 USDT: ERC20, TRC20, BEP20 or Solana | CHF 10–4’500 | CHF 20–4’500 |
«—» means we don’t currently offer that method for deposits or withdrawals, as applicable. The deposit range for Bitcoin Cash, TRX, USDC, BNB, DOGE, Solana and Cardano is also CHF 10–4’500, and the withdrawal range is CHF 20–4’500. USDC is also supported on Solana. For crypto payments, the currency and network must match at both ends.
Available methods and amounts may change. The details in your account apply to your payment. Your account may also have its own withdrawal limit. Our welcome bonus requires a minimum deposit of CHF 22, even if a payment method allows smaller deposits.
We Process Your Request First
We take up to three business days, Monday to Friday, to process a withdrawal request. Required account verification and security checks must be completed before approval. Missing documents or further checks may delay your withdrawal.
When the Money Reaches You
Once we’ve sent the withdrawal, the time to receive it depends on your chosen method. A bank transfer may take an additional three to five business days to reach your bank account. This bank transfer time is on top of our request-processing time.
If Your Withdrawal Was Cancelled
Incorrect payment details, maintenance or changes at the payment provider can cause a cancellation. Our finance team will email you the reason. If you haven’t received a message, contact support and check your spam folder too.
If Your Deposit Is Missing
Deposits are usually credited shortly after payment, but can take up to two hours. If the money still isn’t in your player account after that, contact us via live chat or at [email protected].
We’ll need the payment method, amount and time to investigate. Let us know whether your payment account was charged and whether an error message appeared. A transaction reference will help us trace the payment. We don’t need your password.
If You Can’t Request a Withdrawal
Withdrawals can only be made to an account in your own name. We’ll cancel a request to someone else’s account, and you’ll need to submit a new request using your own payment details.
Not every deposit method can be used for withdrawals. If your previous method isn’t available, you can choose another supported withdrawal method. You’ll need real-money funds to withdraw; bonus funds alone aren’t enough. Outstanding wagering requirements or a withdrawal limit you’ve reached may prevent a request. Tell our support team the exact error message. A screenshot without sensitive payment information can also help us investigate.
If you have questions about a pending deposit or withdrawal, tell us the amount, payment method and time of the deposit or withdrawal request. Include the transaction reference if you have one. If we’ve already paid out and the money still hasn’t arrived after the bank transfer period, we’ll investigate it with you.
Why We Request Account Documents
We may ask for proof of identity and address, and documents relating to your payment methods or the source of deposited funds. The exact documents depend on your account and the transaction involved.
While requested documents are missing or under review, we may hold withdrawals and restrict your account. Complete, legible documents help avoid follow-up questions. Our support team will explain what’s still needed in your case.
A new password won’t lift an account restriction. If you’ve forgotten your password or can no longer access your registered inbox, visit Casoola Login for help.
We Want to Hear Your Feedback
Our support team is available 24/7 via live chat or at [email protected]. You can send us questions, criticism or complaints about your experience. Include the exact error message, date and sequence of events so we can identify what happened on your account.
If we can’t resolve your issue immediately, our customer support team can pass it to the relevant department. We’ll keep you informed about the progress of your complaint.
You can read other players’ experiences and leave your own review on Trustpilot. We handle personal account and payment details directly through our support team.
If Your Issue Remains Unresolved After the First Response
If a complaint about a gaming transaction couldn’t be resolved initially, our support team will explain how to submit it in writing to [email protected].
Send your message from the email address registered to your account. Include:
- your username and full name as shown on your player account;
- «COMPLAINT» and the reason for your complaint in the subject line;
- a clear description of the problem;
- the date and time of the relevant transactions, plus any available transaction or round details.
We’ll inform you of the outcome within ten days of receiving the complaint. Particularly complex cases may take longer to investigate. We don’t need your password or a reset link. Don’t include identity documents or full payment details in public posts.
Gambling Should Be Enjoyable
Gambling isn’t a reliable source of income. A win is never guaranteed, even after several losing rounds. If you find yourself chasing losses or spending more time and money than planned, taking a break is a good idea.
Our support team can help with questions about gambling breaks, account closure or self-exclusion. You cannot bypass an active exclusion by registering again. Our games are strictly for adults aged 18 and over.
Questions About Your Experience at Casoola
Can I try Casoola without depositing?
You can try many slots in demo mode without registering or staking real money. Demo credits and winnings can’t be withdrawn. The 200 welcome free spins, however, require a first deposit.
Why hasn't my withdrawal arrived yet?
We take up to three business days to process your request. Account verification and security checks must be complete. Once we’ve paid out, the arrival time depends on the payment method. Bank transfers may take a further three to five business days.
How do I deposit or request a withdrawal?
In your player account cashier, choose a payment method and amount to deposit. To withdraw, go to the withdrawal section, select your method and amount, enter your payment details and confirm the request. The receiving account must be in your name.
What should I do if my deposit doesn't arrive?
Your deposit may take up to two hours to appear. If it’s still missing, contact us via live chat or at [email protected]. Include the payment method, amount, time and any transaction reference. Also tell us whether your payment account was charged and whether you received an error message.
Can I pay with TWINT or PostFinance?
TWINT and PostFinance aren’t currently available for CHF payments. Instead, you can deposit using a card, PSCRD, MiFinity or one of the supported cryptocurrencies. Choose from the methods available to your account in the cashier.
What is the minimum withdrawal in CHF?
The minimum is CHF 10 for bank transfers, Revolut, Skrill and MiFinity, or CHF 15 for cards. It’s CHF 60 for Bitcoin and CHF 20 for other supported cryptocurrencies. Available methods and amounts may change; the details in your account apply. Required account checks and any active bonus terms must also be met.
Why do I need to verify my account?
We check your identity and may request proof of address, payment methods or the source of deposited funds. Account features and withdrawals may be restricted until verification is complete.
Can I withdraw bonus funds directly?
No. You must first meet the relevant bonus requirements. For the welcome bonus, 35× wagering applies to the combined deposit and bonus, and 40× to free spin winnings. Deadlines, game exclusions and conversion limits also apply.
How can I submit a complaint?
Our support team is available via live chat and at [email protected]. If a complaint about a gaming transaction remains unresolved after the first response, support will explain how to submit it in writing to [email protected]. Use your registered email address and describe the issue with dates and times.
How long does a written complaint take to review?
We’ll inform you of the outcome within ten days of receiving your complaint. Particularly complex cases may take longer to investigate.
Tell Us What Happened.
Missing a bonus credit, waiting for a withdrawal or unable to access your account? We’re here to help via live chat and at [email protected]. With the relevant details, we can investigate your issue on your account.