Casino Complaint Casilando - Closed account with £4800 withdrawal

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
So I have been depositing on Casilando the first night i put in roughly 600 and got a 700 withdrawal that they sent me within 2 working days. Went through just fine. So I decided to deposit an extra £1600+ and managed to get £4800 winnings. Even said I qualify for their loyalty program. I had been waiting over 48 hours and then I discovered I couldn't log into my account. No email or nothing. Strange behaviour from live chat. Telling me to repeatedly come back 10 - 15 mins to speak to a senior support person. Well, after over an hour of this finally get told I'm to wait for an email which will explain what is going on with my withdrawals. That's been over a day and they just keep saying 'shortly'.

From what I can gather they must have a casino that I am self-excluded from which I can't recall as I had been depositing on Casimba (both owned) for months (never winning anything.)
I'm placing this here because I'm worried that they will refuse to pay my withdrawals or at worst even refuse to return deposits. This odd state of limbo on a lot of money has me worried. Will keep this updated but if anyone could advise me I would gladly appreciate it.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
Update. Finally got an email today they want verification documents. Says it can take up to 48 hours. It was just a worry when they closed account with no communication and the live chat couldn't tell me what had gone on.

Caught me at a bad time really as I need to renew my passport but have birth certificate and other means of identifcation. I'll update once this as been sorted.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
Just got this strange message from Casilando:

Thank you for your response.

Unfortunately due to recent account developments, it appears that you have been Self-Excluded within our casino network;
Consequently, hat means that the invitation has since been revoked.

We wish you everything of the best going forward.

Kind regards
Casino Support


I have sent my documents off but I'm very confused with this process. First I deposit and get a first withdrawal perfectly fine. So I deposit alot more because I felt I could trust them. Then they offer me a loyalty vip package and then out of nowhere my account is self-excluded. All whilst waiting on a £4800 withdrawal. I don't even recall excluding on any of their sites. I respect and accept that they have their reasons but would like a resolution to the withdrawal. As I had been depositing at their other casino Casimba for months without any issue. My deposits to Casilando and Casimba combined are much more than £4800 but I'll be happy with a responsive resolution. Whenever I contact live chat or ask them they can't give me a clear explanation.

Staff are friendly and pleasant just seems that different departments and have little communication with each other.

No mention of the withdrawal or returned deposits...

It's been 4 days and I still don't understand the process. I'm assuming invitation to the loyalty package? I have not heard anything from them regarding my documents... We'll see what tomorrow brings.
 
Last edited:

Harry_BKK

Meister Member
CAG
mm1
Joined
Dec 18, 2014
Location
Balcony
Casilando and Casimba are run by different people, although most of it all leads back to White Hat Gaming, which is a 100% subsidiary of Caddell N.V.. WHG is just their platform and licensing vehicle for regulated markets such as under the UKGC and MGA.

Account verification is done by White Hat Gaming as they are the platform provider. Hence, they should have picked up your SE at a different casino in the group.

Rather strange that they do not mention which casino that is. There are dozens in the group, or even over 100. I stopped counting a long time ago. :rolleyes:

@Maja Branders Partners should be back in the office today and should be able to clarify things.
 

brizman

Newbie member
Joined
Jul 5, 2019
Location
Britain
Just got this strange message from Casilando:

Thank you for your response.

Unfortunately due to recent account developments, it appears that you have been Self-Excluded within our casino network;
Consequently, hat means that the invitation has since been revoked.

We wish you everything of the best going forward.

Kind regards
Casino Support


I have sent my documents off but I'm very confused with this process. First I deposit and get a first withdrawal perfectly fine. So I deposit alot more because I felt I could trust them. Then they offer me a loyalty vip package and then out of nowhere my account is self-excluded. All whilst waiting on a £4800 withdrawal. I don't even recall excluding on any of their sites. I respect and accept that they have their reasons but would like a resolution to the withdrawal. As I had been depositing at their other casino Casimba for months without any issue. My deposits to Casilando and Casimba combined are much more than £4800 but I'll be happy with a responsive resolution. Whenever I contact live chat or ask them they can't give me a clear explanation.

Staff are friendly and pleasant just seems that different departments and have little communication with each other.

No mention of the withdrawal or returned deposits...

It's been 4 days and I still don't understand the process. I'm assuming invitation to the loyalty package? I have not heard anything from them regarding my documents... We'll see what tomorrow brings.
I wonder if they would have found this mysterious self exclude if you hadn't won and managed the £4800 withdrawal? I suspect not. Another case of a casino allowing losing deposits, until a relatively big withdrawal is placed. I'm afraid this is rife across a lot of groups. Hope you get your deposits back. Kindred group however kept mine. Good luck.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
Thanks for your replies. I'm assuming with them wanting documents that they are honouring the withdrawal. I don't see why else they would request the documents. I accept that they must have their reasons for the self exclusion. What I don't understand is allowing the first £700 withdrawal to go through without any security checks. I did deposit close to that amount but I certainly wouldn't have deposited a further 1600+ (think its around a couple hundred more) if I wasn't able to use their platform due to exclusion.

I think the next headache will be the birth certificate. I've never had problems in past casinos accepting it but perhaps if they are stalling to pay they may take up issue with it.
 

brizman

Newbie member
Joined
Jul 5, 2019
Location
Britain
If you have been using sites for months, it would appear this particular group was happy to accept your deposits without mentioning s.e. It is only when you've requested large withdrawal they have decided to apply it. I would maybe ask them why i took so long to apply s.e? I would complain to commission, but they are toothless. More and more casinos are doing this because they know players have little way of complaining and getting deposits back.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
If you have been using sites for months, it would appear this particular group was happy to accept your deposits without mentioning s.e. It is only when you've requested large withdrawal they have decided to apply it. I would maybe ask them why i took so long to apply s.e? I would complain to commission, but they are toothless. More and more casinos are doing this because they know players have little way of complaining and getting deposits back.
Where are you seeing more and more casinos doing this as it seems to be much less widespread than this time last year?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
AG..KINDRED..888 i have all had issues with personally.
ok, but this time last year there were complaints about SE on here pretty much daily, now we get them but nowhere near as often. I'm just not seeing the problem increasing.
 

brizman

Newbie member
Joined
Jul 5, 2019
Location
Britain
ok, but this time last year there were complaints about SE on here pretty much daily, now we get them but nowhere near as often. I'm just not seeing the problem increasing.
Maybe they are selective with who they apply it to now? To maximize money? Who knows. But it is still happening, when in reality nothing should get beyond registration if all details are exactly the same. I can only speak for myself, which they were.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
So a recent chat suggests it was Dream Vegas. I still can't recall if I had signed up for it but nevertheless they are solid in that they have their reasons for self exclusion. They are still 'reviewing' the withdrawal and have asked for documents so I can only assume it's a matter of getting them through. I just hope for no more delays it's been 4-5 days in total.

If you have been using sites for months, it would appear this particular group was happy to accept your deposits without mentioning s.e. It is only when you've requested large withdrawal they have decided to apply it. I would maybe ask them why i took so long to apply s.e? I would complain to commission, but they are toothless. More and more casinos are doing this because they know players have little way of complaining and getting deposits back.
I've been depositing with Casimba for months but Casilando only a week. I deposited 600 because I had a £700 withdrawal. That went through okay and they sent me it. The next day I deposited around £100 and won £4800. I felt it was safe sat in pending because you can't reverse withdrawals. So I deposited my own cash around £1600+ more. I waited the 48 hour pending but had no answers from them until I couldn't log in with no explanation from email. I would say communication has been the worst experience of it all. I can't see why they wouldn't pay the withdrawal.
 

brizman

Newbie member
Joined
Jul 5, 2019
Location
Britain
So a recent chat suggests it was Dream Vegas. I still can't recall if I had signed up for it but nevertheless they are solid in that they have their reasons for self exclusion. They are still 'reviewing' the withdrawal and have asked for documents so I can only assume it's a matter of getting them through. I just hope for no more delays it's been 4-5 days in total.



I've been depositing with Casimba for months but Casilando only a week. I deposited 600 because I had a £700 withdrawal. That went through okay and they sent me it. The next day I deposited around £100 and won £4800. I felt it was safe sat in pending because you can't reverse withdrawals. So I deposited my own cash around £1600+ more. I waited the 48 hour pending but had no answers from them until I couldn't log in with no explanation from email. I would say communication has been the worst experience of it all. I can't see why they wouldn't pay the withdrawal.
I hope they honor the £4800 withdrawal, as it maybe cost them more to refund all your casimba deposits? I just hope you get something, but my experience with casino groups is being told to escalate to commission.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
I hope they honor the £4800 withdrawal, as it maybe cost them more to refund all your casimba deposits? I just hope you get something, but my experience with casino groups is being told to escalate to commission.
Thanks I'm hoping so.

I can only hope they take Birth certificate or another form of ID because I tried renewing my passport today and it's put on an indefinite hold as it's classed as a non-emergency.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
Well the good news is that they will be honouring the withdrawal. I am just dreading the fact that I can't get my passport renewed, I tried contacting the passport offices and they are only doing so in cases of emergency.

I have sent off a copy of my original Birth certificate, an picture of my expired passport, my bank card and council tax bill. I really hope that is enough.

Just want to say the live chat have been very patient and friendly with me. They do have very little communication with the other departments but they have tried their best.
 

Attachments

Maja Branders Partners

I-Gaming Industry Representative
Joined
Mar 5, 2020
Location
Malta
Just got this strange message from Casilando:

Thank you for your response.

Unfortunately due to recent account developments, it appears that you have been Self-Excluded within our casino network;
Consequently, hat means that the invitation has since been revoked.

We wish you everything of the best going forward.

Kind regards
Casino Support


I have sent my documents off but I'm very confused with this process. First I deposit and get a first withdrawal perfectly fine. So I deposit alot more because I felt I could trust them. Then they offer me a loyalty vip package and then out of nowhere my account is self-excluded. All whilst waiting on a £4800 withdrawal. I don't even recall excluding on any of their sites. I respect and accept that they have their reasons but would like a resolution to the withdrawal. As I had been depositing at their other casino Casimba for months without any issue. My deposits to Casilando and Casimba combined are much more than £4800 but I'll be happy with a responsive resolution. Whenever I contact live chat or ask them they can't give me a clear explanation.

Staff are friendly and pleasant just seems that different departments and have little communication with each other.

No mention of the withdrawal or returned deposits...

It's been 4 days and I still don't understand the process. I'm assuming invitation to the loyalty package? I have not heard anything from them regarding my documents... We'll see what tomorrow brings.
Hi @cathsparkes
@Slottery was right yesterday was a public holiday on Malta. Please pm me as I need your username (don't post it here) to be able to foolow up on this and seek for a resolution.
 

cathsparkes

Newbie member
Joined
Oct 16, 2018
Location
grimsby
A quick update. I got in touch with Maja who has been quite helpful and found that the documents have been accepted. Apparently there is a flag on the account so they need to do an additional check. Although I have not recieved any news by email I'm very glad my documents were accepted. Not resolved as of yet but hopefully should be soon.
 

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