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Casilando - Withdrawal


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casilando Casino Review.

Player's Complaint

I deposited 10 pounds and within 5 minutes of playing and won £50 so decided to make a withdrawal ,next day I received an email saying I should explain why I only played for a short time I replied saying because I had won I didn't want to play anymore ,I then received an email the following day saying my withdrawal would be processed in 24 hours ,the next day I still had not received any confirmation of withdrawal,I then contacted live chat and was told because they did not have back of my ID they could not process withdrawal,I asked how that was possible since I have made multiple deposits and my account was fully verified a long time ago ,I then sent back of ID and now casilando has now simply decided to ignore and keep my winnings and yet keep on sending me emails to make deposits,from what I have read it's their standard process to try deny winnings whenever possible

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3 Responses

User icon
June 9, 2022

Hi kazz85,

Firstly - there is no such thing as a "fully verified" account. Verification requirements change over time and the operator will be required to conduct different checks at different stages.

Secondly - when did you submit the back of your ID?



User icon
June 18, 2022

Hi kazza85,

I'm following-up on the above?



User icon
June 25, 2022

Hi kazza85,

If we haven't heard from you by Friday the 8th of July I'll assume you no longer need our assistance and close this complaint.



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kazz85 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

June 8, 2022

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