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Casilando Casino - Stalling payment, unjustified account closure

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Delayed payment
Amount € 1300
Posted on May 27, 2017

I am a big gambler, so I tend to play with big bets (5 euros) in this case. Nowadays one has to be really focused on what the terms to rollover are. So I kept my bet sizes in their narrow given limits. Anyways, so it happened. I won big! 1400 euros+. People though, are such that they tend to lower their bet a bit, when they are agonizing for not winning too much and they have to keep on playing anyways because of the roll over requirements. I bet this is what will happen for most of the people. For me too in the case. I was down to 900 euros. After keeping all my bet sizes in the range of 0.9 eur to 5 eur. Mainly 2-3 euros. But I won big again and I was capable to withdraw 1,300.32 EUR.

Then the arbitrary things started to happen. I got a message of being banned from a group for "trying to attempt to abuse promotions", but the winnings would be paid to me (attachment "casilando banned"). I couldn't believe my eyes as it comes to the bans. Does it surprise them that some people might marginally benefit some from the welcoming offer. It's like punishing the customers who use coupons when familiarizing themselves into a new company, and not buying anything else besides what is in the coupon when they take the first peak into the new firm.

Anyways, I don't mind the bans too much but the promised payment (I'd be too afraid of playing in their casinos anyways and such behavior indicates that they only accept players that gamble their money in the least beneficial way)

Then the real misery started! After I responded to them with basically the same complaint that I've been writing here so far + the bank account info, I got no answer nor the payment. After two weeks of waiting and desperately trying to contact them, I finally got an answer: "we'd need your bank address" ( attachment ). Ok, I thought and send them this of course. The bank address document got accepted (attachment) and they informed me that the payment is being processed and accepted and the money should be available in 2-5 days. (attachments)

It's been almost 2 weeks now since they "processed" and "accepted" the withdrawal. Last Friday I asked from the support "how come it has taken over a week", and she asked me to wait until this Monday. (attachment "delayed payment") So I waited. Asked again this Monday. This time the support herself was confused how come the money hasn't reached my bank account (attachments). Needless to say the money still hasn't reached my bank account. Even though they have all the possible info.

I bet there's someone who since the very beginning (from 25.4.) has decided to avoid paying. Giving misleading promises, waiting for the customer who wins big to eventually give up and go crazy. And they simultaneously do their twisted business picking only the customers who literally can't win anything when playing with a bonus.

I let you guys know if I hear from the money.

AskGamblers
Posted on May 27, 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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