Casino Complaint Casilando - Closed account with £4800 withdrawal

[Gaz237]

is that the same one as you mentioned £300 to earlier? Who the hell recommended them

No that was Casilcasino Never even got to play there
Got slots a mil, from Casino
meisters list and have a £1600 balance

 

[colinsunderland]

No that was Casilcasino Never even got to play there
Got slots a mil, from Casino
meisters list and have a £1600 balance

Ah I was thinking of a different casino lol
@SlotsMillion

 

[colinsunderland]

and for the OP, as I forgot about this rep

@WhiteHatGaming

 

[cathsparkes]

and for the OP, as I forgot about this rep

@WhiteHatGaming

Thanks Colin you've been a big help

I think they will just parrot what has already been said by Accounts. Just fingers crossed this doesn't take longer than 6 - 8 weeks.

 

[colinsunderland]

Thanks Colin you've been a big help

I think they will just parrot what has already been said by Accounts. Just fingers crossed this doesn't take longer than 6 - 8 weeks.

It won't hurt to send them a PM, the very least they can explain the apparent license failings and why live chat say you can verify with a birth certificate and government letter, yet accounts say not.

 

[cathsparkes]

It won't hurt to send them a PM, the very least they can explain the apparent license failings and why live chat say you can verify with a birth certificate and government letter, yet accounts say not.

Contacted the rep. I'm not sure if it'll be any use but I have mentioned that they did say I could use birth certificate. I'm not sure why they are being difficult on this because they are only delaying the inevitable. It seems silly when other casinos can use birth certificate and electronically verify you. They didn't seem to have any issue during deposits and the first withdrawal. Unless they are going to go back on their word and give further hoops to jump through. So I want to place this attachment here just incase they do.

 

[Gaz237]

Still no money from either company. Usual docs being declined, one agreeing they don't need bank statements, but have asked for them again

 

[Luckyscouser45]

Clip joint springs to mind

 

[Robert Rabbit]

Thanks Colin you've been a big help

I think they will just parrot what has already been said by Accounts. Just fingers crossed this doesn't take longer than 6 - 8 weeks.

Reading up on it it appears to be totally hit and miss, some people are quoting 5 days, some are quoting 3 months - I guess it just depends on where your passport lands in the pile and which pile they decide to work on. Could be extra checks because it's a new passport and not a renewal.

I am astounded that they can actually say "no you can't have your deposits back" unless you can prove who you are. They owe you money not vice versa. But don't go down that route anyway, you lose, they win. If you can afford to just wait out. And get your SOW prepared!

 

[cathsparkes]

Still no money from either company. Usual docs being declined, one agreeing they don't need bank statements, but have asked for them again

That's insane. I'm sorry it's taking you awhile. Is it White Hat Gaming?

 

[cathsparkes]

Reading up on it it appears to be totally hit and miss, some people are quoting 5 days, some are quoting 3 months - I guess it just depends on where your passport lands in the pile and which pile they decide to work on. Could be extra checks because it's a new passport and not a renewal.

I am astounded that they can actually say "no you can't have your deposits back" unless you can prove who you are. They owe you money not vice versa. But don't go down that route anyway, you lose, they win. If you can afford to just wait out. And get your SOW prepared!

Yeah from what I can tell it's as little as you say till a ungodly delay. I just hope it's sorted sooner. Might take longer because its an expired replacement and I didn't take my passport in because it was lost. I had someone confirm my identity.

I have both an email and on AskGamblers them stating once they have the photo ID they will release the withdrawal. So if they go into SOW. They will be going against their word but then I guess that's nothing new considering they told me a birth certificate was acceptable.

 

[Gaz237]

That's insane. I'm sorry it's taking you awhile. Is it White Hat Gaming?

Not sure to be honest. Slotsomiion and Casilando. Het getting any ware with either.

Even declined a document because it will be out of date soon, well it's in date now FFS

 

[cathsparkes]

Not sure to be honest. Slotsomiion and Casilando. Het getting any ware with either.

Even declined a document because it will be out of date soon, well it's in date now FFS

This is getting really bad. What are Casilando asking from you exactly? SOW?

 

[Kroffe]

Not sure to be honest. Slotsomiion and Casilando. Het getting any ware with either.

Even declined a document because it will be out of date soon, well it's in date now FFS

Haha, can they really do that?
The whole point of having a "valid until date" is to show that the document is valid to use until that date.
Or atleast thats how i have always understood it to work. =)

Sorry for laughing but its so bizarre.

 

[GameRoom]

Yeah from what I can tell it's as little as you say till a ungodly delay. I just hope it's sorted sooner. Might take longer because its an expired replacement and I didn't take my passport in because it was lost. I had someone confirm my identity.

I have both an email and on AskGamblers them stating once they have the photo ID they will release the withdrawal. So if they go into SOW. They will be going against their word but then I guess that's nothing new considering they told me a birth certificate was acceptable.

I send pass bill they verifey me after 30hrs,I did before I start playing never had problem with cashout,hop u get all fix soon and get that money pay

 

[cathsparkes]

I send pass bill they verifey me after 30hrs,I did before I start playing never had problem with cashout,hop u get all fix soon and get that money pay

Thanks I just hope the passport doesn't take too long. Will keep this open as it seems a few people are having issues with Casilando and i won't be settled till its safe in my account.

 

[bigbear]

Hope you get it sorted as it seems to have been a torturous process.Hopefully after getting your money it will put you off joining any more of the White Hat Gaming casinos of which there are many.In any case they will probably bonus ban you from any of their other outfits as they seem to take exception to any player actually winning especially if it is from a welcome bonus.

 

[Harry_BKK]

Thanks I just hope the passport doesn't take too long. Will keep this open as it seems a few people are having issues with Casilando and i won't be settled till its safe in my account.

Don't want to dash your hopes but Casilando has no say whatsoever as to when a payment is released. None, nada.

White Hat Gaming is doing KYC and payments. The Casilando support has no authority whatsoever over these things.

Hence, a promise from Casilando is basically worth "nought" just like when they told you at the beginning that the birth certificate is OK.

Have to say though, I don't see a reason not to pay once you present the passport.

EDIT: The funny part is that Branders Partners, the official owner of Casilando, is at the end of the day part of the same company as White Hat Gaming.

 

[Gaz237]

This is getting really bad. What are Casilando asking from you exactly? SOW?

Cant remember if Casilando asked for SOW, But Slotsimillion are running me ragged, They have had everything including statement, that they say they have not got.. They now want a utility bill which I don't have, as the only bill I get here is council tax, which run out 3 weeks ago

 

[Playford7]

Cant remember if Casilando asked for SOW, But Slotsimillion are running me ragged, They have had everything including statement, that they say they have not got.. They now want a utility bill which I don't have, as the only bill I get here is council tax, which run out 3 weeks ago

You no letters from hmrc, rebates or anything?
I used them my last sow of letter wise I get no utility bills here

 

[Gaz237]

You no letters from hmrc, rebates or anything?
I used them my last sow of letter wise I get no utility bills here

None of those.

My status on Slots has changed
All your documents have been approved and the withdrawal will be processed shortly.
Type
Amount
Date
Status

WITHDRAWAL
£1,600.00
2020-07-03 02:06:42
WAITING

Just checking with chat​

 

[Gaz237]

Oh FFS

Hi Gary, your financial documents are still pending verification. As the department who verify these do not work on weekends, this should be done tomorrow


As soon your documents have been verified you will receive a confirmation by email.

 

[Mr_Slot5]

Oh FFS

Hi Gary, your financial documents are still pending verification. As the department who verify these do not work on weekends, this should be done tomorrow


As soon your documents have been verified you will receive a confirmation by email.

Never understood why businesses run a 24/7 business model then proceed to run key departments unstaffed just because it's the weekend...It's 2020 ffs.

 

[colinsunderland]

Never understood why businesses run a 24/7 business model then proceed to run key departments unstaffed just because it's the weekend...It's 2020 ffs.

Imagine if the payment provider decided to only allow deposits 9-5 Monday to Friday!

 

[brizman]

None of those.

My status on Slots has changed
All your documents have been approved and the withdrawal will be processed shortly.
Type
Amount
Date
Status

WITHDRAWAL
£1,600.00
2020-07-03 02:06:42
WAITING

Just checking with chat​

I'm just amazed you managed a cashout at slotmillions. ..i was 47 straight deposits with no withdrawal. You deserve a star!