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Casilando Casino - Stalled Verification & Payment

Complaint Info
Disputed casino Casilando Casino
Reason Delayed payment
Amount $ 500
Posted on November 24, 2017

I have requested a $500 CAD withdrawal over a week ago. As asked I have provided the most recent copy of my Bank statement, as well as utility bill and copy of legal identification. Despite submitting this as well as all other bank account info I continue to get the same email saying

" trust this email finds you well. We have received the document and unfortunately it is not what we have requested as the information requested are missing,

In order to process your withdrawal request, We require a copy of your bank details showing the details registered on the gaming account. In order for us to send you the money, we require the following: A full bank statement as well as: Name and Surname Bank Name: Bank Address: SWIFT/BIC Code: Account number : Kindly send the above documentation at your earliest convenience to complete your withdrawal."

I have sent this exact info numerous times. I have asked them to be more specific or even better to call me at home to clarify what they want. But they just continue to send the same email over and over.

Furthermore there is no support phone numbers to call.

I don't know what else to do.

Posted on November 27, 2017


Thank you for taking the time to write about your experiences at Casilando.

First of all, please accept our apologies. Your case has been reviewed and unfortunately part of the information was overlooked during the verification process leading to your account not being verified and your cash out remained to have pending status.

This issue was escalated before the weekend and you have been paid during the weekend: the funds should arrive within 5 working days. You should also know that this issue will be addressed internally as Casilando is highly focused on improving player experiences.

Our apologies again, and hopefully you will give Casilando another chance!

Kind regards,

Posted on November 28, 2017

The money has now been paid. However I do believe that had I not submitted this complaint to askgamblers.com, Casilando would have continued to ignore me.

So, thanks to this website.

If these online Casinos would make payouts as quickly as they take money I think customers would be more loyal.

Posted on November 28, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Casilando Casino Complaints

  • 9 of 9 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 1,196 USD avg amount

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