Complaint #12 Casinoland

Winnings confiscated without any justification

By jhendrie1975

9 years ago

So I have played at Casinoland on number of occasions and lost a number of deposits, they send me offer through for a 50% bonus so thought I would try my luck again as not winning there before. I finally get a nice win and after having to send in a number of verification documents I get an email back saying they are withholding giving term 4.17.

Just for the record this is term 4.17:

Casinoland can decide to reject an application for an Account, or close down an existing Account, at its own will and without any further justification.

Ok so they did not reject my application as had a number of losses there previous to this, and fair enough if they want to close my account they can but nothing in the term says I will lose all my money. Seems like a company going roque and cannot be trusted, has anyone else had such issues?

I have had no further explanation other than its management final decision.

Disputed Casino Casinoland

Reason Declined payment

Amount £1793.5

Discussion

jhendrie1975

9 years ago

I have attached the offer mail they sent me as well as there email saying only deposit will be returned.

Again there are no responses direct from the Casino on this matter and you are fobbed off whoever you speak to on the phone.

jhendrie1975

9 years ago

My complain is for the withdrawal of £1,793.50 of which Casinoland has claimed that they have sent back £100 but yet to receive.

Just to clarify no term has been broken at all and if they deem they want to use term 4.17 I am happy to accept once my winnings have been sent back.

Unfortunately I can offer no screenshot as they have blocked access to the account.

AskGamblers

• Support Team

9 years ago

Dear @jhendrie1975,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Casinoland Complaint Stats

Resolved 3 / 12

Avg. Amount $3,552

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Casinoland Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 11 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 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.

Resolved

£14,000

Would not let me register banking card, claiming technical issues which last for months

One click LTD casinos royal slots, casinoland and vegas baby have claimed that they have been having technical issues with adding debit cards to deposit funds into my accounts, this has been going on for over 6 months now and it is still not resolved. My complaint is basically they are advertising over three sites sign up bonuses and when I have registered you cannot add a debit card, I have brought this to their attention on a number of occasions and nothing is being done about it. You can however deposit via Neteller and Skrill but of course these will not trigger the bonus. My issue is why is this not being addressed within a reasonable period of time despite still advertising these sign up offers on their websites, customers cant access these as they wont resolve the technical problem. If this is the case then they should not be offering new player bonuses. I would appreciate a formal approach if possible to try and get to the bottom of it, thanks.

Unresolved

Withdrawal page not functioning for me, lack of support

On thursday march 28th I attempted many times to withdraw $140 from a $40 deposit from my mc. The withdrawal page afforded me one option, a bank wire.
I know my banking details by heart so when the form asked for a EFT like this example below I knew how to fill it in.

Example : 0XXXYYYYY

0 : Leading zero
YYY : Institution Number
XXXXX : Branch Number
However I couldn't get through the withdrawal request process without this {attachment below] screen appearing. I contacted chat they couldn't help and referred the problem elsewhere after ensuring I had the right format and the right info to withdrawal. Eventually I tried all four combos of 0 xxx yyyyy with and without the preceding zero without success. I self excluded a couple days in a row, trying not to blow the cash in my account. I tried all means to put in a request to withdrawal and when I ask for help I get the same instruction about how to fill in the form. Now after playing for hours on monday april 1st, I logged out and was blocked when attempting to login mInutes later. They suspended my account and explained they have the right to. I haven't been able to put in a withdrawal request for 6 days and instead of helping me they block my account with no explanation
The information in the form attached is bogus for my protection but this is the form I fill in and the message page I receive after hitting withdrawal.
So now I am blocked awaiting a security check I believe. I have been a member for a least a couple years and have withdrawn at least once before. I have been verified by them before.
I think the treatment is unfair.
I think they should have been more diligent in helping me put in a withdrawal request
I don't think they should have blocked my account with no explanation and no real chance to withdrawal.

Unresolved

$240

Refusing to process my withdrawal of £4,062

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 >

Resolved

£4,062

Wire transfer payment kicked back many times

Hi, so I opted to use their welcome bonus and deposited $200 receiving $200 bonus. I played through my wagering as per the guidelines in Casinoland's T&C. Due to the limited options available for Canadian players to withdraw funds I chose the only option available at this time and is a wire transfer. I have had successful wire transfers from other sites so I input the same information at Casinoland fully expeciting no issues with the transfer. I have had all my withdraws kicked back approximately 6 times. I have talked to the people on the online chat and were cordial but not that much help in the end. I just had a recent withdraw kicked back even though I have sent them an official form from my bank which has all the information for an international wire transfer to my Canadian bank. the amount is for $1300. I am asking for help in this matter as I would like to receive my winnings. I am still interested in playing on this site as long as I can withdraw potential winnings without any problems in the futures. Thank you

Unresolved

$1,300

Closed account and confiscated £3576 win without any justification

I joined Casinoland casino after seeing their good review on here. I deposited £200 and took part in the welcome bonus. I read all terms and conditions and played only acceptable games at acceptable stakes and had my best ever win of £3576. I placed a withdrawal only to get an email the next day saying my account was being closed and my winnings confiscated. I have played slots for many years and never seen anything as rogue as this. The only term they mentioned in their email was "4.17 Casinoland can decide to reject an application for an Account, or close down an existing Account, at its own will and without any further justification." That term is not only unethical but would be considered an 'unfair term' as per British consumer law. I have emailed Casinoland but they have not replied and so I need askgamblers help.

Unresolved

£3,576