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Casilando - Casino did not pay


Found for the Casino - Casilando clearly prohibit Skrill deposits from receiving their welcome bonuses. This player has claimed a welcome bonus via a Skrill deposit.

Read our Casilando Review.

Player's Complaint

Hello, I don 't understand how this is possible. I made a deposit from my Skrill account. Made bets and received a welcome bonus and a winning. My bonus and winning were cancelled during verification. The casino indicated that bonus rules prohibit making a deposit from Skrill account. I have a several questions for the casino. First, why can I make a deposit with Skrill, but can 't get a bonus and winning. It initially puts me as a consumer in a vulnerable position. Second, I did not find the rule, which casino refer in Promotional Terms and Conditions. Rules that the consumer cannot read are invalid. I think casino have no the right to block winning based on non-existent rules. Please specify a specific rule or return my winning of 618 EUR to the account.

Respectfully [EDIT].

Read the casino review

1 Responses

User icon
October 16, 2019

Hi dima-white - welcome to!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there's nothing we can do to help you in this instance. If the bonus you claimed was on your first deposit it is subject to the following term:

"Deposits made via Skrill or Neteller are not eligible for the welcome bonus and if taken, any winnings will be confiscated."

This term is included on both the homepage of the Casilando website and the Welcome Bonus page. As such if you have claimed a welcome bonus via a Skrill deposit you have violated this term.



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Dima White 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

October 16, 2019

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