Complaint #28 Casinoland

Refusing to process my withdrawal of £4,062

By SuperLuka

7 years ago

Message on forum

I am currently in Korea on business however I am a UK resident with a permanent UK address and I financed my account from a UK bank account. I have provided Casinoland with all the documentation they have requested. I made two deposits totalling 2000GBP before withdrawing 4062GBP and requesting self exclusion. Before self excluding I asked the chat adviser and she confirmed it would not effect my withdrawal. I also voluntarily submitted documents immediately after self excluding, and I was asked to send further documents the next day and did so. I was advised the documents would be verified and my withdrawal processed within 48 hours. Three days later I was told by Casinoland they will not process my withdrawal until I return to the UK, despite my telling them I will not do so for two months. To add insult to injury they informed me via email that they are processing a refund of the remaining balance of my account because of my self exclusion, however they are not able to process my withdrawal of 4062GBP, only the remaining 0.78GbP left in the account. They said they will not process the withdrawal until I contact them from the UK in two months time. This is the part of the email I received related to my self exclusion: 'We have requested our Payments Team to return any remaining balance to your payment method. Any bonuses have been forfeited on your account'. I have reviewed their terms and conditions Thoroughly and there is nothing about this. Korea is not on their list of restricted terriroties and according to askgamblers they accept players in South Korea. I have verified my ID, my permanent address, my bank account and VISA card used to make payments. I have been waiting to hear about my withdrawal and account verification for three days and only now are they saying this is a problem, despite informing the chat adviser I was in Korea temporarily three days earlier. I am requesting my 4062GbP withdrawal to be processed immediately. Please find the chat attached below: < chat transcript removed due to containing personal information >

Disputed Casino Casinoland

Reason Declined payment

Amount £4062

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payment/s.

Thank you all for your cooperation.

SuperLuka

• South Korea

7 years ago

Please note I have been offered some resolution to this. The casino have promised me they will process my withdrawal upon receipt of a paper copy of my bank statement, which I will be able to supply in mid-October. I wish to close this complaint in the meantime however I will re-open it if there are any problems with my withdrawal next month. Thank you.

Casinoland Complaint Stats

Resolved 3 / 12

Avg. Amount $3,552

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Casinoland Complaints

See all complaints for this casino

Stalling a £2,100 payout

CASINOLAND stalling £2100 pay out!!

I have never experienced such an awful experience at a Casino.

They had no problem with me depositing but as soon as I go to cash out they wanted all kinds of information. Now I'm used to usual verifications processes but this casino wanted very intrusive information, which seems highly unethical.

So two weeks later, I've passed verification with ALL my documents but they've still got my withdrawal on hold and keep stalling. It's as if this is there way to compensate on the old trick of cash out reversal!

Every time I contact them, they tell me they'll get back to me in 5 days with ridiculous excuses, and have twice asked for the same information for me and then told me it.

I was supposed to be sorted today but I've now been told I'll have to wait another 5 working days!

This is gone beyond a joke - i want my money!

Unresolved

£2,100

Three weeks, no resolution

I write this as I am now beyond sick of this nightmare and i want it to be over. I am fed up of every day checking my emails waiting for my money!

i deposited £50 around 3 weeks ago on casinoland and won £200. On the 12/2/2021 i requested withdrawal in which I waited a couple days and they send me email wanting ridiculous, intrusive and embarrassing documentation (picture to self with ID???) who even does this as a professional business. I happily send everything except selfie to ID as I just was not comfortable with this. I email them this and they said a manger will contact me within 10 days. 10 days pass and I hear nothing from manager. I am sick of this and so I reluctantly decide to do id to selfie which gets accepted on the 2/3/2021.

So now all my documents are approved and we are good to go yes? NOPE! They now want phone verification, which I go along with because I'm just fed up with this. They ask me stupid questions like, what was the last game I played on the site... this was nearly a month ago since I played on it last btw so how they expect you to remember! This is ridiculous. I manage to answer questions correctly anyway and guy rudely says he's going to forward it and hangs up.

Today (3/3/2021) waiting for phone call to be reviewed and end this nightmare I get an email now saying it's going to take up to 5 days!!!!! This is the worst experience I have ever had, and I am afraid AskGamblers cannot condone this timeframe. Nearly 1 month for only £200! THIS IS BY FAR THE WORST CASINO IVE EVER PLAYED AT! Anyone reading this review I am an honest lady I have been gambling for 8 years with no problems like this. Please please do not use this site if you don't want to go through the hassle! I think now is the time for UKGC to make sure everyone is fully verified FULLY before any deposits. So casinos cannot use this absolute scam tactic when they suddenly only care about our safety and complying with license when we win and withdraw!

Unresolved

£200

Will not let me withdraw my winnings

Been trying to withdraw £1500, £100,£200 since 2/5/20. My account was fully verified long before requesting withdrawal. After noticing my withdrawals were still pending after 3 days I contacted customer service through live chat asking for time frame etc. Was told was still waiting on card verification which I was asked about after request. Sent in relevant imagines the day before. Card was verified the next day no problems. 2 days later payments still pending. Contacted customer service and asked why, turns out they had temporarily blocked my account to conduct a review. I asked what odd as I had no bonus and account was verified long before trying to make withdrawal. Told they could say what for etc. Regularly contacted customer service to see what hold up was told same thing every time, once relevant depart has completed review I will be contacted with result. On Thursday was told I would be emailed by the “relevant department “ by close of business yesterday. No contact and payment still pending and account still temporarily blocked. It’s now been 14 days since I won and still no sign of me getting my winnings. I’m not sure what’s being reviewed ?? I honestly feel they’re trying to find a way not to pay me what I have won fair and square.

Unresolved

£1,800

Withdrawal issues since Dec 17 2019

Hi,

Since Dec 17, 2019, I am trying to withdraws my funds without success.

CasinoLand always says my bank returns the funds but the informations provided to CasinoLand are right. I also provided them a void check.

My bank have no trace about any deposits from CasinoLand. Btw I receive funds from another casino, so the issue is not with my bank.

I need your help to resolve the issue,

Thanks.

Unresolved

$7,020

Withdrawal not being processed

Withdrawal taking over 96 hours to be processed. In total I have had withdrawals totalling £29,000. I have received a total of £15,000. I am still waiting for the remainder £14,000. I have contacted CasinoLand “customer service” several times over the last 3 days and they tell me it is still under review? Why process the £15,000 on time and take 96hours+ to process the rest!? I feel I am not being treated fairly, they have closed my account meaning I can not go and see the status of the withdrawal meaning that I have to constantly connect to their online chat which is as much use as a chocolate teapot! I have not used any bonuses, my account has been fully verified. They are withholding me from my money which is wrong and unethical.