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Casilando Casino - Stalling £500 withdrawal and account verification for over a week

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Verification issues
Amount £ 500
Joeyjoejoe88 United Kingdom Message
Posted on March 3, 2018

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

Joeyjoejoe88 United Kingdom Message
Posted on March 5, 2018

Also I would like to add that I have now been told that it’s my fault because I moved house?? This casino are so bad please everyone stay away!! Just thought I’d add a few emails so you can see that no one actually helps you and there’s a huge possibility that it’s all run by automated services this is why there’s never a straight answer. These emails are just the responses they give you notice anything?

AskGamblers
Posted on March 5, 2018

Dear @Joeyjoejoe88,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.
 Also please keep in mind that all sensitive information have been removed from your attachments. Make sure to read carefully and comply with all Complaints Guidelines from now on. 
https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines 
Thank you for your cooperation.

Posted on March 5, 2018

Hi Joe,

I understand this has taken a while, however i can confirm the withdrawal is currently pending. Due to strict regulation we adhere to, we cannot process payments where there has been a KYC missmatch. In this case a proof of address missmatch. The money will be with you shortly.

Regards,

Alistair

Joeyjoejoe88 United Kingdom Message
Posted on March 7, 2018

What dose that even mean? I’ve explained that I moved house and provided you with my new address and a bill at that address. Also it shouldn’t matter where I live I’ve staked legal tender on a “legal” casino and won money in a legal way, this is dreadful if it stalls for another 48 hrs which it will, I’ll have to try again making it three weeks! This is mental it’s £500 not £50,000 come on just pay me already?? Please! Just to add I’ve still not received any payment.

Posted on March 7, 2018

Hi Joe,

It means that we followed our KYC (know your customer) process correctly, and we required certain documents from you before we could process the withdrawal in order to stay compliant with our regulators. I understand your frustration with the time it took. The payment has now been processed, you can see by logging into your account that is it no longer pending. You will receive the money shortly.

Thank you for your patience.

Regards,

Alistair

AskGamblers
Posted on March 10, 2018

Dear @Joeyjoejoe88,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.

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