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Casilando - not paying

Ruling

Resolved - Both the submitting complainant and Casilando Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Casilando Casino Review.

Player's Complaint

No issue until June. Cashed out 8000 was told wrong transit number. Sent info again same that’s on file. Was sent my money. July 24 2050 cash out 5100 cash out and 3000 cash out. Have not received my money.

They keep making excuses why it doesn’t come. It’s our payment provider. Then they got new payment provider. Still didn’t get my money. Was told they are signing up to Interac deposit back never happened. Still not a dime today. They are looking into the situation they tell me. Send a bank draft. I can’t believe 3 months and still giving me runaround. Host doesn’t reply anymore. Last conversation was that they are looking into it and need 10 business days. It’s been since July 24. Please help. I have all the emails and documents

Read the casino review

7 Responses

User icon
thepogg
September 16, 2021

Hi unhappy69- welcome to ThePOGG.com.

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 – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
unhappy69
September 20, 2021

As of today. They told me my money was sent back to them again for the 5th time. Now they want me to open a diff pay method so they can pay me that way. Doesn’t seem right. Bank draft would solve the issues. I am fully verified and never any issues collecting my money from them at least 10 times. Now they can’t seem to send a money wire ? Or a bank draft? I have to open much better account. Don’t even know what that is. Please help.

User icon
unhappy69
September 21, 2021

Update. So I decided to give in. Open a much better account so I can withdraw my money. Well unfortunately casilando is ignoring my emails. I just got off live chat to ask for my money to be put in my account. So I can take it out. Was told they can’t get a hold of the payments department. Again.

This is very upsetting. There is no way they deserve 10/10 when I have been waiting since July 24 for my cash outs of 10150. Got the run around again today. Please help me.

User icon
unhappy69
September 22, 2021

I have asked for 5 for 5 days now to put my money back in my account so i can take out. Still nothing.

Just excuses.

User icon
thepogg
September 23, 2021

Hi unhappy69,

Have you already submitted this complaint to eCOGRA?

Thanks,

ThePOGG

User icon
unhappy69
September 23, 2021

So. Finally after having to open a much better account and asking for 6 days. I have been paid into my much better account. I do believe casilando deserves some disciplinary action for this. Making me open a new payment method to get paid doesn’t seem correct.

User icon
thepogg
September 25, 2021

Hi unhappy69,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

unhappy69 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

September 16, 2021

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