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Casilando - breach of their own withdrawal T and C for over £15000


Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Casilando Casino Review.

Player's Complaint

I submitted two withdrawals on 7/5/20 for a total of around £15000 and immediately submitted all requested verification documents.

As per Casilando T and C withdrawals remain pending for 1-2 days. My account was fully verified as of 9/5/20 yet my withdrawal was still pending.

I checked on 10/5/20 to see if my withdrawal had been processed, it hadn't. Their site clearly states that withdrawals remain pending for 48hr, which was explained to me further in their live chat facility.

My balance had a further £10000 so in total including pending withdrawals there was £25000 in the two areas of the site.

I was gambling with the £10000 balance on Monopoly live, which I subsequently lost. I checked back on my withdrawals which were still pending almost 72hr after I initially requested them.

Then, I reversed the pending withdrawals one by one, starting with the lower amount which I lost, then the higher amount which was again lost. I was angry, frustrated at Casilando for allowing me to reverse withdrawals which had been pending for almost 72hr. To make matters worse, I was able to deposit a further £2500 to the casino after reversing the withdrawals which should have progressed past the pending phase. Deposits totalling: £5000

I wish for thepogg to look into this for me, their practices are clearly against recently updated UKGC regulations regarding fair withdrawal practices. I have a live chat transcript that I will upload for some context.

I am an amicable person, and I accept that I made the decision to reverse. What I dont accept is their breach of their own T and C 9.3 which states clearly "Once a withdrawal is requested, it will remain pending for 1-2 days". Quite frankly I shouldn't have had the option to reverse in the first place.

Key points

1) I deposited a total of £5000 to the casino

2) I had pending withdrawals of £5287 and £9600 respectively

3) Withdrawals were requested 7/5/20

4) Withdrawals were reversed on 10/5/20

5) Withdrawals should have been locked after my account was fully verified on 9/5/20

Best outcome for me is a refund of all deposits plus £5000 of the £15000 withdrawals I requested due to their breach of contract Thanks

Read the casino review

3 Responses

User icon
May 11, 2020

Hi ssmalls123 - welcome to

Unfortunately there is nothing we can do to assist you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!


User icon
May 12, 2020

The ukgc reserve management of this type of complaint to their own team? I am not sure what you mean? How do I pursue this further? I thought you guys could help

User icon
May 12, 2020

Hi ssmalls123,

It means that the UKGC prohibit ADRs from managing most responsible gambling related complaints. You need to contact the regulator to pursue your claim.


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ssmalls123 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casilando
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

May 11, 2020

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