CasinoLand— player complaints: 13 in English

They are not processing my withdrawal of £5684. They asked me for an excessive amount of ID, which I provided as I needed this cash. Overall I made losses yet they are holding my funds which have left the exact same account. I gave them bank statements, payslips, debit card pictures, national insurance no. This is highly intrusive and a cause for concern. They took all my deposits but not willing to pay out. Kept rejecting documents delaying the process. They are happy with verification but they are investigating my "source of funds", which I have provided my payslip and bank statements. What else do they want? This seems to be very common with casinoland, taking deposits but not withdrawals. They have two choices, if they feel I shouldnt have gambled then they should give me all my deposited funds (6.2k) but if not then my winnings. Either way the winnings should be released back to the same card. Its causing me massive stress and anxiety and no one should have to go through this. I strongly believe they are taking advantage of government rules to help their cash flow, no one is that bad at their job and thats not an acceptable excuse. They keep saying they need an addition 10days and apologising knowing my frustration. This has been an issue since early July. Im currently not in employment and need this money urgently. If i knew i wasnt going to get my winnings my cash flow wouldnt be an issue as i was winning as i was playing but in trying to prevent fraud they are causing a major issue to innocent people, This is one way to stop people gambling. I have tried communicated with them and they either dont respond or just say its part of regulation but give no extra details. If they dont want to hire staff to process these withdrawal claims then why should i suffer? their incompetence shouldnt be a burden for the customer which has done nothing wrong besides interacting with such disgraceful businesses Can you help with this?

I won £7500 over the 12/13th December 2020. I've sent everything they have requested on the further verifications, Now over 4wks later and account not fully verified, cash fell back into account so withdrew again, put a complaint in and told this could take a further 2wks? As of yet still heard nothing and told not to contact them at all whilst complaint in progress this has been a week now

I deposited £1050 on 19/09. I won on live blackjack and withdrew £3850. On 21/09 I had to provide personal identification as expected, this took a week to be accepted only to then be told I need to have a financial check too. I signed a form and sent pay slips and bank statements. These were reviewed then I was asked for other bank statements. All in all I find two weeks to be ridiculous. I was told I hit a deposit threshold so they had to do financial check but couldn’t these be requested when personal documents were. I completely understand why they have to do the checks but I have never had to wait so long I find it ridiculous.

I recently joined and made the following deposits to CasinoLand: 1. £90.00 at 21/01/2020 12:10:36 2. £400.00 at 20/01/2020 14:47:16 3. £25.00 at 20/01/2020 07:11:06 In the same week I requested withdrawal of the following payments from CasinoLand as I like to ensure the Casino operates fairly, as unfortunately not all casinos do. 1. £75 at 23/01/2020 07:48:26 2. £75 at 23/01/2020 07:32:53 3. £175 at 23/01/2020 05:16:33 4. £400 at 22/01/2020 19:33:52 5. £200 at 22/01/2020 17:23:47 6. £90 at 22/01/2020 17:23:34 I requested my payment to be expedited as CasinoLand provides an option to 'Reverse' payment whenever a gambler chooses to cashout. On 23rd January 2020 at approx. 16:30 GMT, I received all payments expect (5) £200 and (6) £90. These are the amounts that are being disputed. Any funds won were outside the bonus. In addition, regardless neither of those sums withheld match the deposits. I only signed up to CasinoLand because of the recommendation on thepogg as the operator consider's the CasinoLand website in the highest regard and so I put my trust in thepogg's website and the operator more than the casino.

On 19th November , I signed up to casino land. I deposit 200 euros with my card, and I received a welcome bonus of 200 euros. I played slot machines "holiday season" and my balance was 725 euros at the end of the day. After a week I try to enter my casino account but I could not, so I send an email asking what had happened. On the 2nd december they answered me saying that they had made the decision to close my account and it would remain closed. Then I contacted the online chat which then I sent my documents (ID, proof of address, and photo of my card) finally I can enter my account but could not continue playing or perform any other operation. I contact the chat again and they said that my account would definitely be closed, so they demanded that they pay the 725 euros that I have in my balance sheet but they said that they would scale the issue with the relevant department and answer by email. It has been two weeks to see no response I contacted the casino chat today 16/12 and they said that they will escalate the issue, but refuse to return my money because they say it was all bonus money. The moment I deposited, my full balance of 400 (200 deposit 200 bonus) became bonus money. I think if they want to treat me like this they should pay me the full account balance, or at the very least keep their 200 in bonus and pay me my deposit and winnings of 525. I hope you can intervene in my case. I am very grateful in advance.

I am a registered Gamstop user and accept the fact that i have problem gambling.. hence why i registered on the scheme. After 105 days of going strong without a spin unfortunately i gave into the temptation a few nights ago and went online to try my luck. To my suprise i was able to register an account and make a deposit with my own bank card registered at my own address. Also to note this is the same address where i registered for Gamstop. After making the deposit within a few hours the casino sent me an email asking for several verification documents and immediately closing my account. By this time however the damage was done and the funds where played with. My issue here is why the casino let me access there platform and allow me tomake a deposit, i believe that they should have taken measures to prevent this from happening. I have got in touch with them and yet to wait for a decision on the refund of my deposits. Further more i have lost faith in both the gambling providers and Gamstop itself as its not serving the purpose it was created for. I have taken the drastic measure of calling the bank and requesting them to block all gambling transactions for the foreseable future, ive just found out that this is possible if i knew before would have done so a long time ago. Your help and assistance will be much appreciated..

Won £280, after losing £100 on various deposits over a 2 week period, not once was i asked to verify my I.D., until that is i won, then i submitted documents driving licence, proofs of address, these were submitted excessively, due to being blurred or wrong type or format, delaying tactics in my opinion, then they now say i need a telephone validation but have refused to give a day or time, they have blocked my account and after winning the funds 7 days ago, and providing valid UK documents with a photo and address and date of birth on they still refuse to pay me my winnings, i consider this behaviour despicable and un-ethical.

I deposited £600 on casino land not knowing that I was self excluded and registered with GameStop I emailed them to ask why you have let me open an account they said they would get back to me I had to send I'd and documents which I did. They closed the account but my emails are being ignored

I requested withdrawals totally the sum £3,057.00 of my funds and had a balanace of £917.00 which the casino themselves have even confirmed and I have email and screenshot prove of such. Since then they have closed with account without reason, yet forced me to verfiy the account with an excessive amount of documents including myself holding my passport, which they have very slowly processed and confirmed my account was fully verified over 12 days ago, yet since will not return my money and were saying they could not talk to me about it as my account was being reviewed and that is all they could tell me, since then they have ignored all of my emails and online chat attempts as they are the only source of contacting them. I also expect compensation as this is a disgrace, and extremely unprofessional, as they are rude, and now [EDIT], and have taken an excessive amount and range of personal documentation [EDIT]. Therefore they have had my funds totally £3,974.00 since 14th January 2019 and are [EDIT] not returning it, as I [EDIT] due to their conduct and ignoring of any attempts to contact them through the limited means they offer and regular excuses and confusion that they had been showing in the early stages when I could at least get some form of contact from them.

On the 20/03/18 I register on Casinoland but the banned me immediately due to a self exclusion with a sister casino On April I receive advertisement about Royal casino using the exact same details that I always use I open and deposit on the 23 /04/18 This 2 casinos are owned by the same complaint One click limited However they are saying that they owned 2 casinos Casinoland ( block immediately due to a self exclusion from a sister casino as per their own words I can send a screenshot) and Royal Slots but is okay to deposit in Royal casino because I do not have an active self exclusion even thought as per Casinoland my account was close by an active self exclusion from a sister site. I am going to great extents to self exclude my self but they keep sending me advertisement and then entice me to gamble even thought they block me due to self exclusion I am about to take my own life due to this . l the casinos destroy my life and iOS not regulated

Hi Requested withdrawal from this company of just over 204 pounds They asked for ID which I have sent in On their website it states withdrawal are 6-8 hours. When I went on live chat their agent said this is ‘old news’ and now it’s 24 unbelievable Anyway updated my ID I’ve chased this as it constantly says pending and I keep being fobbed off What is going on? They keep telling me different time scale I just want the withdrawal processing ASAP Hope you can help

Hi, Casinoland are refusing to process my withdrawal due to verification issues. I have provided them with copies front and back of two cards, driving licence, utility bill, council tax bill and a stamped and signed bank statement. They have asked me to provide proof of card ownership in the form of a letter from Metro Bank. I have visited two branches, spoken to two cashiers and two branch managers and also called their call centre. Metro Bank cannot provide such a letter but did give me a stamped statement. The statement shows my name address and account number. The account number is also shown on the photos of the card I have provided them with. Metro Bank cannot help me any further and Casinoland are not seeing any logic. I have even asked them to process the withdrawal to the card. This clearly proves ownership as why would I ask them to withdraw to a card I do not own. I've gambled online for many years and never had such a verification problem. Every other casino, including ones in their own group have been satisfied with a utility bill, ID and photo of card. I have wasted hours and spent money travelling to the bank to try and jump through their unreasonable hoops and therefore also feel an entitlement to compensation. Please help me resolve this. Kind regards [EDIT]

I withdrew £2053 after wagering over the wagering requirements, the site are saying that I can't have my money because I was betting over £5 a spin, the game I played was £25 for 5 spins, equally £5 a spin and I have stated that I never went below my deposit or used their bonus money at all during my time on their site I began winning with my £100 I deposited and never once went into their bonus money