Casillion Casino

On November 4, 2019 I made a deposit of 25 euros with my Skrill wallet to access the 50 free spin promotion without betting requirements.
Promotional code: WOLF
I played the 50 free spin in the indicated game and then bet on other games.
The result of the bets was a profit of 87.25 euros.
Totaling 112.25 euros in my account, money that was withdrawable (25 euros deposit + 87.25 profit).
On November 4, 2019, I requested the withdrawal of 112.25 euros and the casino system did not allow me to do so, an error screen appeared, and the money was still in my casino account. 
At that time I assumed that the error was about .25 cents, so I tried again with 112 euros.
This second request appeared with the message "in process." About 5 hours later, I logged into my casino account to see the status of my application, and I see "canceled" 
This is where my claim started with the casino to get an explanation about the canceled request.
It is important to mention that the request was canceled and the money had not returned to my casino account. My account was still without funds.
In the chat they did not know how to answer what had happened, I waited for hours and they replied that they were waiting for the payment department's response.
Finally, they asked me to send a screenshot of my skrill account, and I did so, exposing my confidential and private information, to show them that I had not actually received the money.
They sent me a screenshot of an excel form apparently, where a single line was seen and said that 112.25 euros was deposited in my skrill wallet.
They told me they were going to check again.
I sent them an email and had no response.
I contacted the chat on November 5 and they could not give me an answer on the case either.
Now, when writing this claim I entered my account, and they modified the transaction data that appeared to me as "error", which makes me think that obviously they don't want to take responsibility or make the deposit that corresponds to me.
They operate in bad faith by changing the messages of the transactions

Rudely sending me the same automated msg that the previous rep had sent me. Dishonoured AG coin and 20 fs bonus. I've not got any other accounts either. Rep was rude as. Here is copy of my transcript.

Chat Transcript with Visitor 1382013
Chat started on 17 Jul 2019, 03:12 AM (GMT+0)
(03:12:50) *** Visitor 1382013 joined the chat ***
(03:12:50) Visitor 1382013: Hello
(03:12:59) *** Raquel joined the chat ***
(03:13:01) Raquel: Hi!
(03:13:06) Raquel: How can I help you? :9
(03:13:09) Raquel: :)*
(03:13:29) Raquel: Sorry but our system has detected multiple users to its load, I must inform that the multiplicity of users in benefit of bonuses is not allowed. Please avoid to do so. ;)
(03:13:49) Visitor 1382013: Hi, I'm newly signed up following link to receive $10 AG coin via askgamblers.com
(03:14:03) Raquel: Sorry but our system has detected multiple users to its load, I must inform that the multiplicity of users in benefit of bonuses is not allowed. Please avoid to do so. ;)
(03:14:18) Visitor 1382013: But I've not received it and I've not received the 20 fs I activated either
(03:14:28) Raquel: Sorry but our system has detected multiple users to its load, I must inform that the multiplicity of users in benefit of bonuses is not allowed. Please avoid to do so. ;)
(03:16:33) Visitor 1382013: JULY 12. 2019 DISLIKED I Couldn’t load the pages efficiently, they kept crashing, didn't credit my 10€ free using the AG COIN. Nowhere to contact, or live support, also the free coupon didn't work for 20 free spins on farm game. LIKE CASILLION CASINO JULY 12. 2019 Hello dear CPOTAKA, I'm very sorry hear that you have some issues to claim your AG Coins or with No deposit bonus, please let me know you username or go to Casillion > Live Support and we will help you immediately = ) Best Regards
(03:16:56) Raquel: Sorry but our system has detected multiple users to its load, I must inform that the multiplicity of users in benefit of bonuses is not allowed. Please avoid to do so. ;)
(03:17:14) Visitor 1382013: It seems to be happening to numerouse players signing up and it's giving your site bad reviews
(03:18:45) Visitor 1382013: And the above msg was an automated msg U sent me because that's what the last rep sent me and other players have reported this on the askgamblers forum
(03:19:49) Visitor 1382013: Hello
(03:20:14) Raquel: Sorry but our system has detected multiple users to its load, I must inform that the multiplicity of users in benefit of bonuses is not allowed. Please avoid to do so. ;)
(03:20:22) Raquel: Anything else I can help you with?
(03:21:03) Visitor 1382013: What do U mean by that?
(03:21:25) Visitor 1382013: So basically U are not going to honour promo
(03:21:52) Visitor 1382013: Or askgamblers promo that they are trying to endorse Ur site with
(03:22:04) Visitor 1382013: Is this right
(03:24:58) Raquel: Yes, so sorry.
(03:25:05) Raquel: Anything else I can help you with?
(03:25:48) Visitor 1382013: No as I'm now reporting this to askgamblers.com tyvm
(03:26:26) Raquel: Thank you for chatting with us today, we wish you a great day =)
(03:26:28) *** Raquel left the chat ***
(03:27:35) *** Visitor 1382013 left the chat ***
NAME Visitor 1382013
EMAIL —
PHONE —
LOCATION Perth, Western Australia, Australia
URL https://www.casillion.com/
DEPARTMENT casillion
SERVED BY Raquel
RATING —
COMMENT —
Are you using Zendesk Chat yet? Sign up free today

Hi,

Withdrawal of 480 eur was made on 7th of July and it hasn't been received yet. Terms and conditions say that withdrawals take 48 hours, which has always been like this in the past, as I have had several withdrawals before with casillion. However, this time it is different, it seems they are not willing to pay out. Chat is repeating the same thing that the withdrawal is still pending and they are sorry for the inconvenience. I do not understand why there are terms and conditions created by casillion which they are not willing to keep up with.

So i did deposit 35€ on 2018-12-21 / 09:06:59 via Entercash Deposit Method.
The money never came in. After several weeks of waiting nothing happens.
Live Chat is telling me the system never recieved my payment -> " Sorry, as I told you, our technicians validated your account and the money did not enter the casino. The system is automatic, if you had entered it is credited to your account immediately "

So i asked my Bank if they can get the money back.
My bank did some research and the money entered the Entercash Account indeed! So there is no way my bank can take it back that simple.
The next step i did, i contacted the entercash support for help!
Entercash support is telling me that they DID send the money to the casino ! This is the answer from entercash support :
"Jonas,

A customer support staff member has replied to your support request, #595754 with the following response:

Hi,

From our end the funds were received and credited to the casino.

Please advise the casino to contact us directly for further assistance.

Regards,
Entercash Support

We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses. "

so that tells me that the live chat/casino is lying to me!
Pls help me get my 35€ back .
Its not much i know, but i wont just give it to them -.-

Deposited and played on Monday 29th Oct 2018. Played, cleared wagering requirements of bonus and requested small withdrawal of €100 to test pay out speed.

They claim that withdrawal will be processed within 24hrs - see screenshot. Waited a few days, as thought I'd be patient. I sent an email on Wednesday and no response to date. Live chat is non existent.

Payout still not processed.

I just started playing in this casino. It was the beginning of February, I took the welcome bonus that they offered and won 2 000 EUR.. I had my documents verified, had no issues with that. In the second half of March I received the email from the casino where they stated that my account was under investigation for the bonus fraud due to a string of similar deposit and playing patterns from Germany. Since then i got no update as for this, what exactly was meant by this. I asked the support but the response was blurred and i could not figure out what was going on. I don't know what is actually happening but i would like to get my win .

Hello, I registered in this casino, made a deposit, I won 300 euros. I want to withdraw money. sent documents for verification, received no reply. online chat does not work. Do not respond to email. Other players say that they, too, no one answers. On other resources, administrators say they do not receive an answer from them

Hi, I requested permanent self-exclusion at Casillion in Jan 2017 by email, stating twice that I had a gambling problem. This was acknowledged on email by customer support (see attached screenshots) and my account was closed. Then in August the casino emailed me saying they had put €20 cash in my account. Thinking it must be an error I checked my log in, expecting to find the account still blocked, but it was open and all deposit restrictions lifted. I have been receiving formal treatment for gambling and am working on my issues but am still vulnerable to times of weakness. I am ashamed to say that the 20 euro enticement triggered my gambling demon and I continued on to make several deposits and lose over 1200 euro. I accept that my actions were my actions but I had clearly requested permanent self-exclusion due to having a gambling problem, and the spontaneous reopening plus cash enticement overwhelmed the defences I have tried to put in place for myself. The Terms say that accounts may be reopened a week after the end of the requested self-exclusion period - my requested period was "permanently" so it should never have been reopened. Added to all this, I now see that Casillion says in its terms that it no longer accepts UK players. I presume this is a change since I registered (in late 2016) as I provided UK ID at the time and never faced any restriction. It seems that now, self-exclusion aside, I should not have been able to use the casino at all due to being in the UK. The whole thing is a bit of a mess and I really hope you can help settle this by presenting my case to the casino to nullify my deposits. They have not responded to email on this matter. Thanks.

Hi I need help and I'm hoping there is someone who might be familiar with my experience. I was playing gonzos quest at casillion.com and the game was going like usual, ups and downs. I hit the bonus round and win 316 euro on a 1euro bet. I've won less and more than this in the past but as soon as the spins were over and was loading to the regular playing rounds, I received a technical error message and return to Lobby message. I've gotten this message in the past and whenever I do this then refresh the game, I automatically continue from where I've left off. This time was different and all my winnings were gone. It didn't show I had just fjnished a bonus round. I contacted the casino support and they said they will be in touch with netent. I receive an email that day saying netent has voided all my winnings due to an error and the decision is final ! This happened 10/8/2016 and since then I have been in contact with netent HQ in Stockholm and they told me to get in touch with the casino and request a transcript of why there was a glitch and netent decision to confiscate my winnings, apparently they don't take on player complaints only their providers... but I was told from Casillion that they cannot provide that information , please help me get my winnings AG. I have attached the emails exchanged as well as a screen shot of my game history showing the win, but never receiving it on my account balance

Hi Please could you help me? I joined Casillion casino on 3rd October 2016, deposited, played and withdrew on many occasions with no issues, had my account verified on the first withdrawal which passed with no issues. All withdrawals were processed within 1 - 24 hours as per terms and conditions. I have since won over 12,000 euro's on Atlantis World Slot, followed by several smaller wins as I continued to play over the coming weeks. I made a withdrawal on 12th of January of 500 euro's as per t&c's, you a re only permitted to withdraw 500 a day, I continued to play and withdraw 500 euro's a day, transactions listed below:- I started to get a little worried when no withdrawal had been processed by the 16th January, so I started my journey of contacting the casino. There was no live chat, I left numerous tickets, left messages and emailed with no response at all. At that point I started to take screen shots of my account and transactions. I then received an email from Casillion on 18th January stating my account was suspended pending investigation into fraud, this appalled and shocked me, I have no idea how you would even entertain defrauding slots? I have received very little in response since other than 1 chat conversation whereby i was informed there was no update, and several emails saying the same, after I have bombarded them with emails all day long requesting an update. I have requested evidence of why they believe I was committing fraud and evidence of their investigation, and received no response. I have 3500 euro's pending and 9714.79 still to withdraw in my balance. casillion_5443248 deposit 2017-01-07 14:04:51 paymentiq 300.00 PROCESSED Transaction processed successfuly. casillion_5443459 deposit 2017-01-07 14:17:18 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5444668 deposit 2017-01-07 15:34:15 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5448397 deposit 2017-01-07 19:28:09 paymentiq 1000.00 PROCESSED Transaction processed successfuly. casillion_5449308 withdraw 2017-01-07 20:18:40 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5461596 withdraw 2017-01-08 16:00:58 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5484874 deposit 2017-01-09 22:04:39 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5485025 deposit 2017-01-09 22:11:53 paymentiq 500.00 CANCELLED Cancelled by payment processor: ERR_DECLINED_OTHER_REASON casillion_5485058 deposit 2017-01-09 22:13:45 paymentiq 400.00 CANCELLED Cancelled by payment processor: ERR_DECLINED_OTHER_REASON casillion_5485086 deposit 2017-01-09 22:15:24 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5485636 withdraw 2017-01-09 22:41:20 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5491267 withdraw 2017-01-10 08:45:56 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5502837 withdraw 2017-01-10 20:18:34 paymentiq 500.00 CANCELLED Cancelled by payment processor: ERR_CANCELLED_BY_MERCHANT casillion_5511092 withdraw 2017-01-11 08:35:16 paymentiq 500.00 PROCESSED Transaction processed successfuly. casillion_5530224 withdraw 2017-01-12 08:07:06 paymentiq 500.00 IN PROGRESS KoHlz20P5lJ withdraw 0000-00-00 00:00:00 wiretransfer 1000.00 PENDING Click to show details casillion_5579314 withdraw 2017-01-14 09:27:34 paymentiq 500.00 IN PROGRESS casillion_5595142 withdraw 2017-01-15 04:17:01 paymentiq 500.00 IN PROGRESS casillion_5606058 withdraw 2017-01-15 20:54:22 paymentiq 500.00 IN PROGRESS casillion_5620104 withdraw 2017-01-16 17:51:44 paymentiq 500.00 IN PROGRESS casillion_5630355 withdraw 2017-01-17 07:30:32 paymentiq 500.00 IN PROGRESS casillion_5650403 withdraw 2017-01-18 08:02:42 paymentiq 500.00 IN PROGRESS I have screen shots of my account, all emails saved, tickets raised, chat transcript and above are the transaction numbers also taken from my account. I have explained that this has caused me a great deal of stress with no response, I also find it very suspicious that live chat is no longer available, so i have no way of contacting anyone other than by email which rarely get answered. Please could you help me resolve this issue, I would like all my money paid to me please. Thank you very much.