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

Hello there! My withdrawal of 470 euros has been canceled twice without an exact explanation why but the answer I get on live chat is that they don't know why! My account there is verified and I have used the same method for withdrawal as for deposit! I deposited 30 euros and got a bonus of 50% / 15 euros and it has been wagered according to all the terms and conditions. I hope someone can help

Dear Askgamblers,

I have difficulties with Casilando Casino. I have not been able to log into my account and receive a balance of 59,727.66 euros for a year.

The account was registered at the end of 2023.

The verification was completed successfully.

During the check, my identity documents and my current residential address were provided.

However, on February 02, 2024, I was unable to log into my account. Later, the casino informed me that my account was still being reviewed.

There were no additional requests from the casino.

On February 20, 2025, I asked the casino when I would finally be able to receive my balance in the amount of 59,727.66 euros? In response, I was informed that the review is still ongoing.

There was no response from the casino to the question of how much more time will be spent.

I would be extremely grateful if you could help me resolve this situation.

Thank you in advance.

I have been depositing on Casilando the first night i put in roughly 600 and got a 700 withdrawal that they sent me it within 2 working days. Went through just fine. So I decided to deposit an extra £1600+ and managed to get £4800 winnings. Even said I qualify for their loyalty program. I had been waiting over 48 hours and then I discovered I couldn't log into my account. No email or nothing.

Strange behaviour from live chat. Telling me to repeatedly come back 10 - 15 mins to speak to a senior support person. Well, after over an hour of this finally get told I'm to wait for an email which will explain what is going on with my withdrawals. I finally get an email after 3 days to submit documents. I have done this and I have not received a response in over 29 hours. Chat just keep telling me to wait.

I have gave them my birth certificate and other forms of documents because I do not have a driver's license nor a passport. Getting one during the lockdown has proven impossible. And I have never had an issue with other casinos accepting birth certificate. A reply would be nice though. If it takes over 24 - 48 hours just for a mere response then I see them dragging this out.

I would like to see this resolved responsively please.

I joined up with Casilando at 11am on 16th October, and utilised the Welcome Bonus.
At 11:57 am , i made a Withdrawal of 1100 euro . To this point in time, none of my Bets had been over 1 euro in Value.
As confirmed by their support team, triggering this withdrawal at 11:57am cause the Welcome bonus to be forefeited, and it was no long on my account. (attached Image). I have also attached excel format of my Gambling history right up to my Withdrawal at 11:57 from the beginning of my activity on the site (apologies for the breaking down into sheets as i could only export 20 records at a time, so the sheet numbers are in increasing chronological order, with the winnings and withdrawal on the final two sheet).

I continued to gamble for the rest of the day, and at roughly 8.11 pm and 8.12pm that night, i bet 10 euro on a game. These were the only event that the stake went over 5 euro, but the welcome bonus was forfeited over 9 hours previously and was no longer active.

This bet, made when no active bonuses were on my account, is being used as reason for confiscate my winnings , citing Clause 7 (vi) of the promotional Terms and Conditions (Attached image of Email received). With this evidence at hand, its clear i was not in breach of the T&Cs, and would kindly request my winnings, 1100 , to be returned to the account, and my withdrawal be completed.

I have a livechat script from a following conversation with Support, citing that a withdrawal forfeits the bonus, and no wagering restriction apply.

Id very much appreciate you to action this, as it is a considerable amount of money for me,

It’s a simple thing gambling you just place your money on the table or spin the slot or bet on the horse but with these guys when you win they say ok well I need to verify who you are. Fair doo’s right! Wrong!! They ask for a document confirming who you are I send it, only to be asked again three days later for another document so I send it along with an email saying what is going on exactly? And I get this automated response each time I asked ( I would just like to add at this point this is the 3rd time I asked what’s going on and the 3rd time I’ve had the same response) which tells me nothing. Even tho the amount is £500 which isn’t exactly a massive amount I’ve spent at least double if not triple that with the casino also the take the money in seconds but take over a week now to withdraw. It’s crazy! And as if that wasn’t bad enough I’ve just checked my casino account only to find the £500 back in my play account and when I ask the live chat what’s going on and to help me withdraw and they just say that after a week it’ll just go back in the account... this is there doing be sure of that. Do not trust this casino I’m at a point now where I’m assured that these guys a not as genuine as they appear. Also as I side note no bonus has been added I’ve not taken any free bets so this is a genuine simple withdrawal and still they can’t do it. These are after a week me withdrawing it again

I have requested a $500 CAD withdrawal over a week ago. As asked I have provided the most recent copy of my Bank statement, as well as utility bill and copy of legal identification. Despite submitting this as well as all other bank account info I continue to get the same email saying " trust this email finds you well. We have received the document and unfortunately it is not what we have requested as the information requested are missing, In order to process your withdrawal request, We require a copy of your bank details showing the details registered on the gaming account. In order for us to send you the money, we require the following: A full bank statement as well as: Name and Surname Bank Name: Bank Address: SWIFT/BIC Code: Account number : Kindly send the above documentation at your earliest convenience to complete your withdrawal." I have sent this exact info numerous times. I have asked them to be more specific or even better to call me at home to clarify what they want. But they just continue to send the same email over and over. Furthermore there is no support phone numbers to call. I don't know what else to do.

i opened my account with casilando 2 month ago and had no problems with depositing and playing on this site.then i had a win i got locked out straight away .contacted support ,at first they said i have a duplicate account,but then saying i had self excluded myself from a partner site .i havnt got a clue who their partner sites are they are not stated anywhere .they said my account is under invastigation .fair enough but its been a week and i had no response on my case .my issue is that they let me happily deposit for 2 month without any problems but when i won there was an issue.i feel that if there was a problem i should of been made aware of this earlier and not after 2month of talikng my money and then not even replying to me .what really goes on behind these casinos does an alarm go off or something when someone had a win?i i m puzzled by all this .many thanks kind regards a.levy

I joined this site last night and to be honest it looked a really nice site easy to navigate good choice of games, 24/7 help etc. However it states on its site that you receive 10 free no deposit spins on sign up which i did not receive when i pursued this in chat i was told I 'had clicked on the wrong link' when joining? I didnt join through a link and the only link I did click on was the activation one sent to my email address when I joined. There was no offer to escalate this hence why I posted a grumble on my initial review. I would like this looked into I know its only 10 free spins but if a site promotes these then it should stick to what is clearly advertised on its promotions page on its website i even copied and pasted these when I was logged in to the chat agent who still wasnt convinced. Can I add overall I have no other criticism of this site as I have not played there as yet but its not really a good start and I feel the chat agent could have been more helpful hence why I was vexed.

I am a big gambler, so I tend to play with big bets (5 euros) in this case. Nowadays one has to be really focused on what the terms to rollover are. So I kept my bet sizes in their narrow given limits. Anyways, so it happened. I won big! 1400 euros+. People though, are such that they tend to lower their bet a bit, when they are agonizing for not winning too much and they have to keep on playing anyways because of the roll over requirements. I bet this is what will happen for most of the people. For me too in the case. I was down to 900 euros. After keeping all my bet sizes in the range of 0.9 eur to 5 eur. Mainly 2-3 euros. But I won big again and I was capable to withdraw 1,300.32 EUR. Then the arbitrary things started to happen. I got a message of being banned from a group for "trying to attempt to abuse promotions", but the winnings would be paid to me (attachment "casilando banned"). I couldn't believe my eyes as it comes to the bans. Does it surprise them that some people might marginally benefit some from the welcoming offer. It's like punishing the customers who use coupons when familiarizing themselves into a new company, and not buying anything else besides what is in the coupon when they take the first peak into the new firm. Anyways, I don't mind the bans too much but the promised payment (I'd be too afraid of playing in their casinos anyways and such behavior indicates that they only accept players that gamble their money in the least beneficial way) Then the real misery started! After I responded to them with basically the same complaint that I've been writing here so far + the bank account info, I got no answer nor the payment. After two weeks of waiting and desperately trying to contact them, I finally got an answer: "we'd need your bank address" ( attachment ). Ok, I thought and send them this of course. The bank address document got accepted (attachment) and they informed me that the payment is being processed and accepted and the money should be available in 2-5 days. (attachments) It's been almost 2 weeks now since they "processed" and "accepted" the withdrawal. Last Friday I asked from the support "how come it has taken over a week", and she asked me to wait until this Monday. (attachment "delayed payment") So I waited. Asked again this Monday. This time the support herself was confused how come the money hasn't reached my bank account (attachments). Needless to say the money still hasn't reached my bank account. Even though they have all the possible info. I bet there's someone who since the very beginning (from 25.4.) has decided to avoid paying. Giving misleading promises, waiting for the customer who wins big to eventually give up and go crazy. And they simultaneously do their twisted business picking only the customers who literally can't win anything when playing with a bonus. I let you guys know if I hear from the money.