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Casilando Casino - Pending withdrawal delayed beyond stated time frame

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Delayed payment
Amount £ 750
Posted on August 13, 2020

Dear Sirs,

I have recently requested a withdrawal from casilando for the sum of 750.00 GBP on 08/08/2020. I have had no previous problems with withdrawals from this casino however the withdrawal remains pending. The casino website (and live chat) state that the withdrawal should not be pending for a period longer than 48 hours. However it is now approaching 5 days. I have emailed them regarding this and this is their response:

Dear Thomas,

I trust you're well...

I do see you've requested a withdrawal of 750GBP on the 08.08.2020

We are aware of the issue and it is being worked on as a matter of urgency. We are hoping to have this resolved as soon as possible. We sincerely appreciate your patience and understanding.

As soon as feedback is provided we will be sure to update you accordingly. At this time no confirmed time frame is available, although the relevant team are working to get this resolved

Should you require additional assistance please feel free to contact the support team.

Kind Regards,

Customer Support

------

Would you be able to prove myself with further assistance regarding this as they are proving unwilling to cooperate.

(I am completely verified, and a UK citizen with valid identification etc.)

Many thanks,

Thomas < surname removed >

Posted on August 17, 2020

Hey Thomas,

Sorry for the delay in reply. I have looked into this today and i can see the withdrawal timed out. I will have someone from finance email you to resolve this.

Kind Regards,

Alistair

AskGamblers
Posted on August 21, 2020

Dear Casilando Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on August 24, 2020

Hey,

As above, our finance team emailed the player and we consider the situation resolved now. The player can confirm hopefully :)

Kind Regards,

Jack

AskGamblers
Posted on August 24, 2020

Dear @hally1294,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on August 24, 2020

Although the time frame to resolve this issue was longer than expected, casilando have been excellent in dealing with my complaint. Please see below re - the email they sent me:

Dear Mr. xxx,

We have reviewed your recent complaint in relation to your withdrawal.

Kindly note that you submitted a withdrawal request for a sum of £750 to an expired card, the withdrawal attempt therefore failed and the funds were re-instated to your gaming account on 15th August 2020, for you re-submit a withdrawal request to an alternate payment source.

Our records indicate that you however, accessed the account on 16th August 2020 and proceeded to play out the funds to a sum of £200, which you have since successfully withdrawn.

Having reviewed your account correspondence, we note that the customer support received in this regard, was below the standard we expect from our staff, as the status of your withdrawal was not very clearly communicated to yourself. We apologize for any confusion that occurred as a result thereof.

We have considered your case in full and have therefore processed the full sum of £750 to your Visa****, as a gesture of goodwill. Please allow a period of 2 – 5 business days for these funds to clear.

Trusting this provides some clarity on the matter at hand and a favorable resolution to your complaint.

Should you have any further queries in this respect, please respond to this email.

Kind Regards

Complaints Team

AskGamblers
Posted on August 24, 2020

Dear @hally1294,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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