Casino Complaint Casilando - Closed account with £4800 withdrawal

[hhhelllo]

Hi guys,

Not sure how to proceed on this.

As I knew they would, they are saying they need photo ID. However, being in the UK right now it's been neigh on impossible to obtain a passport or a driving license for renewal. I had sent them my original birth certificate as I've never had issues with casinos before with that. I had also sent them a picture of my expired passport.

Maja (The now ex casino representative) had said that they had accepted my documents and that there was just additional information needed.

So my mind is boggled. It took them 4 days just to turn around and say "oh actually you do need photo ID"

Eh... ok
And she helps thats nice. Some accredited casino reps cant respond in a 3 weeks delay for a simple question so thats good.

 

[cathsparkes]

Eh... ok
And she helps thats nice. Some accredited casino reps cant respond in a 3 weeks delay for a simple question so thats good.

Maja has been very helpful and is also no longer a casino rep there so is going the extra mile. It just seems particular departments such as accounts have little communication with each other. It is currently taking 48 - 72 hours to get a response from them

 

[cathsparkes]

I have sent off Birth Certificate again this time also holding it and my bank statements. I don't have much hope in it though.

I applied for Provisional last week but still have not received it.
I got this message:
Due to the reduced number of staff on-site, applications sent to us by post and some online transactions will be significantly delayed. The staff who are on-site are focused on work relating directly to the COVID-19 pandemic.In particular, they are prioritising applications relating to HGV drivers and critical workers to make sure they get any documentation they need as quickly as possible.

And same issues with obtaining a passport.

What is my options here if they don't accept my documents? Do I get my deposits returned as I wouldn't have made them if it wasn't for the £4800 pending. I just calculated and I spent £1900 with them whilst withdrawal was pending. And £2600 total. Was confident due to the £700 withdrawal going though just fine. Would seem a bit like robbery if they kept the deposits and withdrawal. Can anyone advise?

 

[cathsparkes]

Currently taking 48 - 72 hours just to get a response. In total it has taken 6 days for them to ask for Photo ID. Likely due to Covid 19 but what I don't get is they are only giving me a maximum time frame of 30 days to send in ID.

Passports are only being issued out in emergencies. I've phoned they are not going to give me one
Provisional License is taking 5 weeks to get sorted due to the virus. And would they even accept provisional. Who knows. They might turn around and ask for a full valid driving license.

At this point I just want my deposits returned.

Not sure how to proceed. Very disheartening.

 

[colinsunderland]

Currently taking 48 - 72 hours just to get a response. In total it has taken 6 days for them to ask for Photo ID. Likely due to Covid 19 but what I don't get is they are only giving me a maximum time frame of 30 days to send in ID.

Passports are only being issued out in emergencies. I've phoned they are not going to give me one
Provisional License is taking 5 weeks to get sorted due to the virus. And would they even accept provisional. Who knows. They might turn around and ask for a full valid driving license.

At this point I just want my deposits returned.

Not sure how to proceed. Very disheartening.

Don't accept just your deposit, you won, if you had lost they wouldn't have just returned your deposits

 

[cathsparkes]

Don't accept just your deposit, you won, if you had lost they wouldn't have just returned your deposits

You're right but I don't see how else I can proceed. I have asked them for either more time to get photo ID sorted or to accept my bank statements, birth certificate and council tax letters. I'll see what they say but I have little hope considering they keep emphasising 30 days time frame. I should have had photo ID I but I've been always been electronically verified. 32Red fully verified me when I signed up as did SkyVegas. I know casinos have different procedures though.

 

[irish-ranger]

I have sent off Birth Certificate again this time also holding it and my bank statements. I don't have much hope in it though.

I applied for Provisional last week but still have not received it.
I got this message:
Due to the reduced number of staff on-site, applications sent to us by post and some online transactions will be significantly delayed. The staff who are on-site are focused on work relating directly to the COVID-19 pandemic.In particular, they are prioritising applications relating to HGV drivers and critical workers to make sure they get any documentation they need as quickly as possible.

And same issues with obtaining a passport.

What is my options here if they don't accept my documents? Do I get my deposits returned as I wouldn't have made them if it wasn't for the £4800 pending. I just calculated and I spent £1900 with them whilst withdrawal was pending. And £2600 total. Was confident due to the £700 withdrawal going though just fine. Would seem a bit like robbery if they kept the deposits and withdrawal. Can anyone advise?

Have you been on GOV.UK PASSPORTS? and looked at the advice?
I applied for a renewal 3 weeks ago under the pretence I was travelling before the 1st Sept and it arrived yesterday no questions asked on travel plans needs ETC..

 

[cathsparkes]

Have you been on GOV.UK PASSPORTS? and looked at the advice?
I applied for a renewal 3 weeks ago under the pretence I was travelling before the 1st Sept and it arrived yesterday no questions asked on travel plans needs ETC..

Thanks for that.

I specifically told them on their helpline that I needed it for identification purposes probably why they turned around and said not possible. Did you also call them up or did you sort it through their online system?

 

[Harry_BKK]

Quite a few Branders people on LinkedIn. Don't know if that will help. They could always offer a Skype or Whatsapp video call.

 

[irish-ranger]

Thanks for that.

I specifically told them on their helpline that I needed it for identification purposes probably why they turned around and said not possible. Did you also call them up or did you sort it through their online system?

I applied online and just stated in the further info section that due to overseas work commitments I required at least 12 months from expire date and my current one was due to expire in DEC.
Would this be your first passport? if so they will require all sorts of paperwork which might make the process longer and maybe a face to face interview which will obviously be a no-no at present.

 

[cathsparkes]

Quite a few Branders people on LinkedIn. Don't know if that will help. They could always offer a Skype or Whatsapp video call.

View attachment 135831

Thanks for this. From what I recall there seems to be very little communication between accounts and representatives. Maja was very helpful but it seemed like she was told my documents had been accepted when they weren't.

I applied online and just stated in the further info section that due to overseas work commitments I required at least 12 months from expire date and my current one was due to expire in DEC.

I see, might be an issue as my passport expired 4 years ago and I don't have the expired passport. But its a better shot than any at this time so thank you.

 

[irish-ranger]

Thanks for this. From what I recall there seems to be very little communication between accounts and representatives. Maja was very helpful but it seemed like she was told my documents had been accepted when they weren't.



I see, might be an issue as my passport expired 4 years ago and I don't have the expired passport. But its a better shot than any at this time so thank you.

That shouldn’t be an issue as they can pull your old number it’s required on the application call them and ask them for the old number before winging it off.

 

[cathsparkes]

That shouldn’t be an issue as they can pull your old number it’s required on the application call them and ask them for the old number before winging it off.

If that's all that's required then I'll get this done now as I have an old photo of it with the number on

 

[irish-ranger]

If that's all that's required then I'll get this done now as I have an old photo of it with the number on

Great stuff fingers crossed it works out for ya..

 

[cathsparkes]

Great stuff fingers crossed it works out for ya..

Thanks for that information.

Unfortunately, I contacted the passport office and they said that it would be replace passport instead of renewal. They said it could take up to 6 weeks. So my only hope is that Casilando either accept the birth certificate or extend the time frame for when to get my ID in.

 

[Harry_BKK]

Thanks for this. From what I recall there seems to be very little communication between accounts and representatives. Maja was very helpful but it seemed like she was told my documents had been accepted when they weren't.



I see, might be an issue as my passport expired 4 years ago and I don't have the expired passport. But its a better shot than any at this time so thank you.

The problem is that Branders owns the casino but all the verification and documents are handled by White Hat Gaming. Branders has virtually no influence on what they accept.

Do you have by any chance a verified casino account with the a different White Hat Gaming brand?

You do not have permission to view link Log in or register now.

 

[cathsparkes]

The problem is that Branders owns the casino but all the verification and documents are handled by White Hat Gaming. Branders has virtually no influence on what they accept.

Do you have by any chance a verified casino account with the a different White Hat Gaming brand?

Ah I see so attempting to contact them would be rather futile. No problem. White Hat still parroted the fact that they have the right to additional verification checks. They want to give me 30 days to send documents in and yet take 4 days to respond to an email.

Unfortunately I dont. I have played at Casimba which has had my account closed because according to them I am operator excluded. They still haven't said from which casino though.

 

[cathsparkes]

Just recieved this on AskGamblers. They are standing by it. Time frame is 6 - 8 weeks for a passport. I have asked for them to allow enough time to obtain ID or return all deposits £2600 (mostly deposited during pending withdrawal). I don't know what other resolution there is if I'm honest.

 

[RichyJ75]

Just recieved this on AskGamblers. They are standing by it. Time frame is 6 - 8 weeks for a passport. I have asked for them to allow enough time to obtain ID or return all deposits £2600 (mostly deposited during pending withdrawal). I don't know what other resolution there is if I'm honest.

Please do not accept anything less than you won. You will regret it later and casino will profit from it and think they can get away with this strategy of delayed payment to other players!!

Have you considered contacting the UKGC for advice or to prompt the casino in to paying you? In the UK it is not mandatory to have a driving licence, passport or other Government issued ID, so the casino should not enforce the fact that they need something which the individual isn't required to have. To be honest, I am getting rather cheesed off with casinos insisting on photo ID when not everyone has it.

 

[cathsparkes]

Please do not accept anything less than you won. You will regret it later and casino will profit from it and think they can get away with this strategy of delayed payment to other players!!

Have you considered contacting the UKGC for advice or to prompt the casino in to paying you? In the UK it is not mandatory to have a driving licence, passport or other Government issued ID, so the casino should not enforce the fact that they need something which the individual isn't required to have. To be honest, I am getting rather cheesed off with casinos insisting on photo ID when not everyone has it.

Hey Richy,

You're probably right, I'm just ready to throw in the towel with it all. But I still don't even think they would return deposits. On their site it does state that they will though.

UKGC does say that birth certificate is a perfectly acceptable form of ID. I think 32Red and SkyVegas electronically verifying because they understand that photo ID in the UK isn't mandatory. I'd say issue is the timing with this virus. If it was any other time getting a 1 week fast track passport would be a no brainer. But there is currently a delay and a replaced passport is 6 - 8 weeks.

They have stated in the first email I only have 30 days to get these documents in. They've taken 4 days to respond to the documents I sent in. And I assume it'll be another 4 days till I get another response on the latest documents I sent in (most likely will be rejected.)

I could contact UKGC. I'm not sure if it would make a difference but anything is worth a shot at this point.

 

[GameRoom]

Thanks for that information.

Unfortunately, I contacted the passport office and they said that it would be replace passport instead of renewal. They said it could take up to 6 weeks. So my only hope is that Casilando either accept the birth certificate or extend the time frame for when to get my ID in.

you can get passport for 1 week need to pay extra,send driving licence,or try to send old passaport with pic,I withdraw over £6k i had np at all,but i send doc before i start playing,I am sure they will pay you when you get verified,
UK casino can do credit check most of tham dont need id,Malta casino need ID

 

[RichyJ75]

Hey Richy,

You're probably right, I'm just ready to throw in the towel with it all. But I still don't even think they would return deposits. On their site it does state that they will though.

UKGC does state that birth certificate is a perfectly acceptable form of ID. I think 32Red and SkyVegas electronically verifying because they understand that photo ID in the UK isn't mandatory. I'd say issue is the timing with this virus. If it was any other time getting a 1 week fast track passport would be a no brainer. But there is currently a delay and a replaced passport is 6 - 8 weeks.

They have stated in the first email I only have 30 days to get these documents in. They've taken 4 days to respond to the documents I sent in. And I assume it'll be another 4 days till I get another response on the latest documents I sent in (most likely will be rejected.)

Stick with it and make sure you keep copies and log of everything, just in case they do try underhand tactics to void the win.

Videoslots unverified my account due to driving licence 'expiring' end of May, but Government issued an extension to October due to DVLA not processing the reissue of licences during CoVid. However, they then accepted a copy of my birth certificate to reopen my account as photo ID, on paper, had expired. Casumo also closed my account insisting on photo ID, so can't play there for another few months - their loss.

Given the situation being at a stalemate, they want something you cannot provide and not legally obliged to have and they will not accept an alternative, I would look at dealing with their ADR and then UKGC for advice.

Stick with it, it is worth it in the long run. I have been there, done that, you can come out the other side with what is due to you.

 

[irish-ranger]

you can get passport for 1 week need to pay extra,send driving licence,or try to send old passaport with pic,I withdraw over £6k i had np at all,but i send doc before i start playing,I am sure they will pay you when you get verified,
UK casino can do credit check most of tham dont need id,Malta casino need ID

The temporary passports stopped years ago that’s obviously no longer an option.

 

[cathsparkes]

Thanks for the responses guys. Going to replace my passport but it's going to take 6 - 8 weeks. Is it possible to get the casino to wait for that timeframe?

 

[X-Raided]

It's quite obvious that it's a stall tactic and it's very sickening. Also, I've never wrapped my head around someone "self excluding" themselves from a casino and then playing at another.