Complaint #32 Casinoland

Withdrawal page not functioning for me, lack of support

By damncows

7 years ago

Message on forum

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 I have been a member for a least a couple years and have withdrawn at least once before.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.

Disputed Casino Casinoland

Reason Delayed payment

Amount $240

Discussion

damncows

• 5 reviews

7 years ago

Casinoland has failed to process a manual bank wire for me. They send this message when I ask about the withdrawal.
I don't know what this is or where to find this.
They have ALL the info I have, bank statements copy of my cheque My branch info.
I can say that other sites have, in the meantime. made wire transfers to this very account that Casinoland is failing to pay. I think they have stalled my payment long enough and caused enough anxiety,
I don't know what to do from here

Could you please try to withdraw again with the following details.

8 digit transit - 7 digit accounting - XXXXXXXX-XXXXXXX

If you need any further assistance please contact us.

AskGamblers

• Support Team

7 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

damncows

• 5 reviews

7 years ago

< full name removed >

Apr 6, 05:04 CEST

I had one withdrawal rejected.today. They responded quickly by email and requested that I fill in the form using a different format

8 digit transit - 7 digit accounting - XXXXXXXX-XXXXXXX

I was using my full 12 digit bank number for accounting like any other bank wire.

That is why I asked for an example of an seven digit accounting number

I found this example and followed it instead when the reply from Casinoland was not too helpful.

http://dlrssywz8ozqw.cloudfront.net/wp-content/uploads/sites/31/2016/04/Ref-1-08-BANK-ACCOUNTS.pdf

I withdrew from casinoland before and I am sure I didn't use this format.

I am a hopeful skeptic at this point, but reality tells me this isn't over yet.

Below are the 3 recent emails about the withdrawal process.

To me

Hi Robert,

I hope this email finds you well.

Could you please try to withdraw again with the following details.

8 digit transit - 7 digit accounting - XXXXXXXX-XXXXXXX

If you need any further assistance please contact us.

Thank you

KInd Regards

Nikki

216381:510853

damncows

Apr 5, 2019, 6:35 PM (6 hours ago)

8 digit transit - 7 digit accounting - XXXXXXXX-XXXXXXX

what are these numbers? where do I find them?

On Fri, Apr 5, 2019 at 2:26 AM Casinoland

Casinoland via freshdesk.com

Apr 5, 2019, 6:49 PM (6 hours ago)

to me

Dear Robert,

Thank you for your email.

Regarding your query where to find the numbers you need to request your withdrawal you will find these numbers on your bank statement.

I hope this answers your query however if you do need any further assistance please do not hesitate to contact me.

Kind regards,

Jemma

Casinoland - Customer Support

AskGamblers

• Support Team

7 years ago

Dear @damncows,

Please let us know if we may close this complaint as resolved? Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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!

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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.

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