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Casilando Casino - Been accused of bonus abuse and got my account closure without an justification

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Bonus abuse
secundus Netherlands Message
Posted on July 10, 2017

Hello askgamblers team I hope you can mean something for me as I feel totally robbed by this casino.

About one week ago I went to casilando.com to registrate, they offered me a 100% welcome bonus so I took it.
i finished the long wagering which took me hours to do so. Now when i finally had 594 euros on my account and the wagering was finished I wanted to submit a withdrawal. I started with 50 euros personal money and 50 euros bonus money. Now a couple of days after the withdrawal i get a message that the website accuses me of promotion abuse. I do not own multiple accounts so this is not the case and neither fake information has been given.

I'm gettting the feeling this is a new way for casino's to scam people and hoping they won't take further actions.
I emailed them a couple of times and all I'm getting are replies like: Our fraud team checked your account and your abusing the bonus... but no explanation what I exactly abused.

Posted on July 10, 2017

Hello Jessy,

Kindly note that we are sorry to hear that you had a negative experience while playing with us.

First of all, we looked into your case and noticed that the full amount of deposits made on your accounts have been returned to you. Hence we are not entirely sure what 'scam' you are referring too.

Secondly, the decision has been made based on your game play at various casino's across the network we are part of. As per the terms and conditions you agreed upon registration, the casino reserves the right to terminate your account in case of bonus abuse. However it should be mentioned this specific measure is actioned in very few cases only and never without good cause.

Kind regards,
Sophie
Casilando

secundus Netherlands Message
Posted on July 10, 2017

First of all if you think that I am a bonus hunter which is leaving after the wagering only then you have it wrong and I can upload loads of pictures where i havent done only 1 deposit. Second of all talking to you guys make me really tired, again you reply with the same thing you did last 3-4 emails: You talk about game play and about bonus abuse BUT yet no explanation in which way I have abused your bonus or game play rules.

secundus Netherlands
Posted on July 10, 2017

Oh and yet not even a single euro is back on my account from you, and im not gonna accept only my deposit money, but also the rest I deserve.

Posted on July 13, 2017

Hello Jessy,

Please be informed we have reviewed your case again based on the feedback you provided.

The exact ground for the confiscation was that you you selected the First Deposit bonus while depositing with Skrill, in which case you are not eligible for the First Deposit offer as per our terms. This is the reason your winnings were confiscated.

As said before, you are entitled to the deposit amount beging returned to you. We noticed that we informed you incorrectly that deposits have already been returned to you, please accept our apologies for this. As per our UK license regulations the deposits will be returned you after verification of your account. Some verification documents are requested from you earlier on, as soon as we receive them we will verify them with priority and return your deposits as soon as possible.

Finally, we do acknowledge the fact that the e-mail sent to you initially was incomplete in terms of information provided and we apologize for that on behalf of the responsible department.

Kind regards,
Sophie
Casilando

secundus Netherlands
Posted on July 13, 2017

Now after about 7 days totall you switched from "bonus abuse 13.3. to bonus terms and conditions 7. skrill deposits are not allowed. Now my question is: Why do you accept skrill deposits together with the bonus if its not allowed? seems like you want to accept people their money if they lose but once you need to payout you do everything to confiscate all winnings. All websites where i've played on block skrill deposits if you want to play with a bonus, or you may even deposit with skrill. Why do you block skrill from your promotions but not on your website? In my opinion if you don't want people to deposit with skrill due to fraudulent activities just block it. Second of all you have reviewed all my gameplay you just said, that means you already know who I am and have all my information. Also if my skrill deposit was the reason for banning me, you also know that you have some serious sneaky terms and conditions and you know people might do this as an accident. Instead of banning people here you should satisfy your customers of not punish them. I really had the feeling to make more deposits as the website looked nice, but the customer support here are a bunch of mafia.

AskGamblers
Posted on July 14, 2017

AskGamblers Complaints Team has been provided with enough information and valid evidence on behalf management of Casilando Casino in regards of this case to confirm that player indeed violated the bonus terms and conditions associated with the particular casino offer.


7. WELCOME BONUS 


(ii) Deposits made via Skrill or Neteller are not eligible for the welcome bonus and if taken, any winnings will be confiscated."


We would like to stress that it is player's sole obligation and responsibility to read carefully all casino terms and conditions prior registering and playing at any casino brand. The same applies to any general and particular terms associated with a casino bonus.
Player is welcome to reopen this complaint in case his / her deposit does not get refunded after the documents verification process.


The case is now resolved in casino's favor and officially closed.

Casilando Casino Complaints

  • 9 of 9 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 1,196 USD avg amount

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