Casilando— player complaints: 7 in English

I deposited 10 pounds and within 5 minutes of playing and won £50 so decided to make a withdrawal ,next day I received an email saying I should explain why I only played for a short time I replied saying because I had won I didn't want to play anymore ,I then received an email the following day saying my withdrawal would be processed in 24 hours ,the next day I still had not received any confirmation of withdrawal,I then contacted live chat and was told because they did not have back of my ID they could not process withdrawal,I asked how that was possible since I have made multiple deposits and my account was fully verified a long time ago ,I then sent back of ID and now casilando has now simply decided to ignore and keep my winnings and yet keep on sending me emails to make deposits,from what I have read it's their standard process to try deny winnings whenever possible

No issue until June. Cashed out 8000 was told wrong transit number. Sent info again same that’s on file. Was sent my money. July 24 2050 cash out 5100 cash out and 3000 cash out. Have not received my money. They keep making excuses why it doesn’t come. It’s our payment provider. Then they got new payment provider. Still didn’t get my money. Was told they are signing up to Interac deposit back never happened. Still not a dime today. They are looking into the situation they tell me. Send a bank draft. I can’t believe 3 months and still giving me runaround. Host doesn’t reply anymore. Last conversation was that they are looking into it and need 10 business days. It’s been since July 24. Please help. I have all the emails and documents

Hello, this casino is not paying my winnings since they need a bank statement from last 3 months. I have no idea how is this information needed but I sent the bank statement. However they still keep asking for the bank statement that they already have. I think they are delaying the payment on purpose that I would go and gamble my winnings away.

This casino Casilando, is procrastinating paying my winnings. I won and played this 21.1.2021, that is more than 2 months ago.A Day after i did withdrawal, they asked more specified documents, and I delivered them all of they asked for.It went week or 2 weeks and all the documents were accepted.Now my account has been many weeks "under security check", and this whole thing is not going forward. Please, help me with this case.

Made a direct banktransfer with Ideal via Skrill twice. Everything seemed fine until I wanted to cash out. Casilando accepted the deposit and gave me a bonus twice. In the payment history in my account there is an adyen transfer visible. Casilando claims it's a skrill deposit and confiscated my profit of 3445 Euro and returned my deposits. Seems to me this casino is freerolling customers and do anything possible to not pay out profit.

I submitted two withdrawals on 7/5/20 for a total of around £15000 and immediately submitted all requested verification documents. As per Casilando T and C withdrawals remain pending for 1-2 days. My account was fully verified as of 9/5/20 yet my withdrawal was still pending. I checked on 10/5/20 to see if my withdrawal had been processed, it hadn't. Their site clearly states that withdrawals remain pending for 48hr, which was explained to me further in their live chat facility. My balance had a further £10000 so in total including pending withdrawals there was £25000 in the two areas of the site. I was gambling with the £10000 balance on Monopoly live, which I subsequently lost. I checked back on my withdrawals which were still pending almost 72hr after I initially requested them. Then, I reversed the pending withdrawals one by one, starting with the lower amount which I lost, then the higher amount which was again lost. I was angry, frustrated at Casilando for allowing me to reverse withdrawals which had been pending for almost 72hr. To make matters worse, I was able to deposit a further £2500 to the casino after reversing the withdrawals which should have progressed past the pending phase. Deposits totalling: £5000 I wish for thepogg to look into this for me, their practices are clearly against recently updated UKGC regulations regarding fair withdrawal practices. I have a live chat transcript that I will upload for some context. I am an amicable person, and I accept that I made the decision to reverse. What I dont accept is their breach of their own T and C 9.3 which states clearly "Once a withdrawal is requested, it will remain pending for 1-2 days". Quite frankly I shouldn't have had the option to reverse in the first place. Key points 1) I deposited a total of £5000 to the casino 2) I had pending withdrawals of £5287 and £9600 respectively 3) Withdrawals were requested 7/5/20 4) Withdrawals were reversed on 10/5/20 5) Withdrawals should have been locked after my account was fully verified on 9/5/20 Best outcome for me is a refund of all deposits plus £5000 of the £15000 withdrawals I requested due to their breach of contract Thanks

Hello, I don 't understand how this is possible. I made a deposit from my Skrill account. Made bets and received a welcome bonus and a winning. My bonus and winning were cancelled during verification. The casino indicated that bonus rules prohibit making a deposit from Skrill account. I have a several questions for the casino. First, why can I make a deposit with Skrill, but can 't get a bonus and winning. It initially puts me as a consumer in a vulnerable position. Second, I did not find the rule, which casino refer in Promotional Terms and Conditions. Rules that the consumer cannot read are invalid. I think casino have no the right to block winning based on non-existent rules. Please specify a specific rule or return my winning of 618 EUR to the account. Respectfully [EDIT].