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Casilando - delaying payment


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Casilando Casino Review.

Player's Complaint


this casino is not paying my winnings since they need a bank statement from last 3 months. I have no idea how is this information needed but I sent the bank statement. However they still keep asking for the bank statement that they already have. I think they are delaying the payment on purpose that I would go and gamble my winnings away.

Read the casino review

4 Responses

User icon
July 30, 2021

Hi ella44eve - welcome to

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

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.

What was the operator's last response to you?



User icon
August 8, 2021

Hi ella44eve,

I'm following-up on the above?



User icon
August 11, 2021


they have paid.

User icon
August 14, 2021

Hi ella44eva,

Thanks for letting us know - it is appreciated :)


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ella44eve 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
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Imperium Network Solutions Limited

July 28, 2021

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