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Casino Complaint Casilando - Closed account with £4800 withdrawal

cathsparkes said:
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.
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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. ;)
 
colinsunderland said:
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. ;)
Click to expand...

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.
 

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cathsparkes said:
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.
Click to expand...
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!
 
Robert Rabbit said:
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!
Click to expand...

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 said:
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
Click to expand...
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.
 
cathsparkes said:
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.
Click to expand...
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
 
GameRoom said:
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
Click to expand...

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.
 
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.
 
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cathsparkes said:
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.
Click to expand...

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.
 
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cathsparkes said:
This is getting really bad. What are Casilando asking from you exactly? SOW?
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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
 
Gaz237 said:
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
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You no letters from hmrc, rebates or anything?
I used them my last sow of letter wise I get no utility bills here
 
Playford7 said:
You no letters from hmrc, rebates or anything?
I used them my last sow of letter wise I get no utility bills here
Click to expand...

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​
 
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.
 
Gaz237 said:
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.
Click to expand...

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.
 
Gaz237 said:
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​
Click to expand...
I'm just amazed you managed a cashout at slotmillions. ..i was 47 straight deposits with no withdrawal. You deserve a star!:laugh::laugh:
 
Same shit different day.

Slotsimillion have comfirmed my verification is complete and money sent.

Strange this is there is no record in my history of transactions of any payment being sent. When I asked him he said take a few days to reach your bank account. I reminded him it was my casino account which shower zero withdrawal.

Do we have a rep for slotsmillion here?
 
Guess I try and get some money out of Casilando now

Still locked out. while they do verification, best part of 4 day now. I never even got to play there, just locked me. I'm not going through all the shit again. 3 casinos on 3 weeks all wanted bank statements and blood
 
Last edited:
Just got in .Money on my slotsimillion account, So try to make a withdrawal.

this is me and chat.


re out how to withdraw
I keep putting it less than my balance but rejects it
F

Hi gary! my name is Felix, please give me a moment to review your query.

It seems like there was some error with your request. Can you request it again and check the banking details so everything is correct?
it wont let me type the amounts in the correct boxes
F

The case might be that you must wait for our finance team to investigate as I can see my colleague reported the missing withdrawal yesterday.


where it says amount to withdraw, it has my name and i cant remove it
F

Once they have a solution we will get back to you accordingly so you can again request a withdrawal.
u cannot be serious
this is 4 days now. verification completeted. I would like to with draw my money please
Can i speak to a manager pls
I refuse to wait any longer


Sorry there is no manager available to chat I am here to help you.

As I said there was some error and we must investigate to solve it.

As the funds bounced back to us.
Then i feel you need to talk to the right department. I am not waiting for a 5th day
F

I understand your frustration.
can u check my card details if i give them to you
F

I have personally contacted our finance team for advise.


Is it me, or am I having the piss taken out of me.?
 
Stilll going with chat


I Just did a manual withdrawal and you have my sort code wrong. i coffect it and it comgratulated me ans said your money wukk be in your bank in mins.
i waited ten 10 mins nothing. logged back into slotimillion and the money is still here pending
A

Yes I can see it is pending for approval by Trustly, sometimes they are not as fast as they say, but so far everything is looking good.
am i with trustly?
i have no idea


just requested it about 30 mins ago after it not letting me, it told me it would be in my bank in minites. It never turned up, and when i log back into slotimillion. its. magically there and awating process
But you are not taking care of it. This is the 5 th day of no action
A

I will let our finance team hava a look at it ok, meanwhile please check if the money was transferred correctly
It is not TRANSFERRED, IT says on your page, I have £1602.21, sitting in my account Pending. NOt pending withdraw. PENDING






And you have also said someone else need to look at it. So please tell me how the money is going to magically just from your account to mine. You even have the wrong sort code
A

Here you can see the confirmation, that the withdrawal was processed correctly:

July 6, 2020 6:57 AM£1,600.00**011568
DESCRIPTOR: Alea SlotsMillionTransaction done

However, I will ask our finance team to check it to make sure it was successfull.

As soon as we have processed the payment it depends on Trustly and your credit institute.


yes account number is right but u had my sort code wrong
Not when the money does not leave your account
A

As I said, I will let our finance team have a look and update you accordingly ok?
can you do that now plz, its not hard for them or you to converse and find a solution
A

It will take some time,as they´re quite busy but I am sure we can find a solution
Ok will plz find this solution while we keep this chap open plz

Gary this won´t work, I will ask our finance team to have a look, but this will take some time. I will update you once I have feedback.
thats not realing good enough. you pop into there office get them to push a few buttons and we should all be happy.
A

At this point there is nothing else I can offer you.
You can contact trustly and ask them if there is an issue as we have no control over their processes.
I know sweet FA about trustly. You used trustly. I paid you by vise, this is your issue, please dont try and pass the buck to trustly

Gary this won´t work, I will ask our finance team to have a look, but this will take some time. I will update you once I have feedback.
thats not realing good enough. you pop into there office get them to push a few buttons and we should all be happy.
A

At this point there is nothing else I can offer you.
You can contact trustly and ask them if there is an issue as we have no control over their processes.
I know sweet FA about trustly. You used trustly. I paid you by vise, this is your issue, please dont try and pass the buck to trustly






I know sweet FA about trustly. You used trustly. I paid you by vise, this is your issue, please dont try and pass the buck to trustly
A

As said I will forward it to our finance team and inform you as soon as we know what´s going on.ok?
No it.s not really ok. I have a 3+ days of giving you my dna, I have had to give you all my back statements, driving licence, pics of cards. Now can you see that perhapd i,m not ok to be passed on yet again, and personally i find you telling me to go to trustly quite insulting



So again i would like you to go and see finance, find the isuse and report back. I'm happy to wait on the line. Its not like its been almost 4 days now is it
A

Gary I can not "go and see" finance, as we are still in lockdown.
I will forward the issue to our finance team and in the mentime I would kindly ask you to remain patient, as it is normal for a withdrawal to take some time.

I have forwarded it now and they will have a look.


Lockdown has not rendered telephones inactive, unless you know more than me.

Thats good, we can have a chit chat while we wait. Btw this is not normal. it's been a balls up from start to finish. and we still have not finished
 
Anyone know whats going on with casilando?72 hours now with verification pending?

Theres no way I will be going through and of this shit again 3 different casinos in 3 weeks, fair play to L&L as that was SOW, these two were kyc, yet I had to give full bank statements to them and casilando.

Yet have no fucking idea wtf is going on there???????. Deposited £300 and they locked my account down and asked
if my left testicle was bigger than my right.
 
brizman said:
I'm just amazed you managed a cashout at slotmillions. ..i was 47 straight deposits with no withdrawal. You deserve a star!:laugh::laugh:
Click to expand...

Was on ted pub fruit, never took a bonus, think I was going to on casilando, but put £300 and locked me, so if I get my money back wont be spending a penny there.

Anyway back to Ted Pub fruit. One of my favs as its so easy to bonus. now I,m no big roller £2 is about average for me, but with Ted you know your getting a bonus soon, so tend to play it a £5 n £10. Must be 25+ 2k plus wins. Don't want to give anything away, plus it's not fool proof, but the is a way, to slightly increase your rtp. wont make you rich, but will lengthen your play time
 
Gaz237 said:
Anyone know whats going on with casilando?72 hours now with verification pending?

Theres no way I will be going through and of this shit again 3 different casinos in 3 weeks, fair play to L&L as that was SOW, these two were kyc, yet I had to give full bank statements to them and casilando.

Yet have no fucking idea wtf is going on there???????. Deposited £300 and they locked my account down and asked
if my left testicle was bigger than my right.
Click to expand...


Casilando locked my account and didn't say anything for 3 days. Then it took around 72 hours each time for them to respond to get an vague explanation. I still don't know the full story other than they intend to pay once I complete verification.
 
White Hat Gaming are a shocking brand with endless complaints against them.I held on to my promotion privileges a lot longer than most. Once they banned me from bonuses I simply stopped using them and just leave my accounts empty with them. The straw that broke the camel's back was JohnnyJackpot who I signed up to through a streamer.They did pay my winnings but banned me from bonuses the very next day. My advice is avoid them.
 
I also have a very bad experience with a whitehatgaming casino lately. Have waited over 2 weeks for a withdrawal from 21prive, first there was a lot of back and forth with documents, then it was that the account was in the wrong currency that they have to convert from USD to NOK, then they say that they have processed the withdrawal and in the next moment they say they have not. Rarely have I experienced such an inefficient casino
 
Passport processing I got quoted 3 weeks will update closer to that time. With no reps available is it possible they are pulling out the uk and would my withdrawal be affected if so.
 
cathsparkes said:
Passport processing I got quoted 3 weeks will update closer to that time. With no reps available is it possible they are pulling out the uk and would my withdrawal be affected if so.
Click to expand...
Jeez, never has the phrase "when the fun stops, stop" been more relevant. Some casino's seem intent on driving customers away but making it as torturous and stressful as possible to play on their sites. Having watched Cath's saga with interest, I am struggling to find the attraction.

When I get up in the morning I like my most stressful moment to be opening the fridge to see if I have milk for my coffee - I can't even imagine having to watch my email every hour for an update on receiving £5k I am owed
 
Does anyone represent 21prive in here? I am so damn tired of this. have been going on for almost 3 damn weeks now, they do not respond to mail, live chat only gives vague answers that i have heard before. Does not seem like the different departments are coordinated at all. absolutely incredibly poor communication

deposits go lightning fast, but as soon as you make a withdrawal you have to go through a maze of hell.:mad:
 
Casinofreak777 said:
Does anyone represent 21prive in here? I am so damn tired of this. have been going on for almost 3 damn weeks now, they do not respond to mail, live chat only gives vague answers that i have heard before. Does not seem like the different departments are coordinated at all. absolutely incredibly poor communication

deposits go lightning fast, but as soon as you make a withdrawal you have to go through a maze of hell.:mad:
Click to expand...
@WhiteHatGaming
 

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