Casinoland

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!

I am currently in Korea on business however I am a UK resident with a permanent UK address and I financed my account from a UK bank account. I have provided Casinoland with all the documentation they have requested. I made two deposits totalling 2000GBP before withdrawing 4062GBP and requesting self exclusion. Before self excluding I asked the chat adviser and she confirmed it would not effect my withdrawal. I also voluntarily submitted documents immediately after self excluding, and I was asked to send further documents the next day and did so. I was advised the documents would be verified and my withdrawal processed within 48 hours. Three days later I was told by Casinoland they will not process my withdrawal until I return to the UK, despite my telling them I will not do so for two months. To add insult to injury they informed me via email that they are processing a refund of the remaining balance of my account because of my self exclusion, however they are not able to process my withdrawal of 4062GBP, only the remaining 0.78GbP left in the account. They said they will not process the withdrawal until I contact them from the UK in two months time. This is the part of the email I received related to my self exclusion: 'We have requested our Payments Team to return any remaining balance to your payment method. Any bonuses have been forfeited on your account'. I have reviewed their terms and conditions Thoroughly and there is nothing about this. Korea is not on their list of restricted terriroties and according to askgamblers they accept players in South Korea. I have verified my ID, my permanent address, my bank account and VISA card used to make payments. I have been waiting to hear about my withdrawal and account verification for three days and only now are they saying this is a problem, despite informing the chat adviser I was in Korea temporarily three days earlier. I am requesting my 4062GbP withdrawal to be processed immediately. Please find the chat attached below: < chat transcript removed due to containing personal information >