Casillion - Withholding over 13000 euros

Hi samjeffs - welcome to ThePOGG.com!

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

As a side note, as a UK citizen you should only play with operators that hold a UKGC license. Any operator that accepts you without a license is breaking UK law.

Thanks,

ThePOGG

Received the following response from licensing company:-

Dear Sir,

Thank you for contacting Curaçao eGaming.

Curaçao eGaming has no connection with that site and therefore

any references made to Curaçao eGaming as one of the Master License holders

are false and misleading.

As sated in the footer they are licensed by Antillephone N.V. ([email protected]; compla­int­s@g­ami­ngl­ice­nce­s.com).

Regards,

Curaçao eGaming

I have now logged the complaint with Antillephone N.V as suggested above.

02.01.2017 17.01 received an email from Casillion stating the below (first contact in two weeks):-

Dear Player,

Your recent withdrawals require more verification before they can be processed and your account is unlocked. Since you have deposited with more than one card, please provide an image of the front and back of your card for the following:

XXXXX

XXXXX

XXXXX

XXXXX

XXXXX

Casillion Support Team

casillion.com

I have sent all my details over to them today at 7.20pm - I will await their response.

Casillion have provided the below response:-

Samantha,

Unfortunately as we have already stated, we need the card and you cannot provide it.

Regards,

Casillion Support

On Wed, 01 Feb 2017 at 10:32 PM, samantha kennedy wrote:

Hi

I do not have the card anymore, I can request a new card from the bank but it will obviously be different, I can provide you with as many bank statements as you wish to prove my card and account.

Regards

From: Casillion Support

Sent: 01 February 2017 21:30

To: Borut Lozej; samantha kennedy

Subject: Re: Further Verification

Samantha,

We still need to verify your cards. The statement you have provided is not enough.

You need to provide us with a photo of your card.

Regards,

Casillion Support

On Wed, 01 Feb 2017 at 10:29 PM, samantha kennedy wrote:

Hi

As I have already stated I am more than happy to stick to the withdrawal limits. I have provided a bank statement with the full card number on as proof of ownership.

It is not my fault that I have not been able to withdraw over the last 3 weeks, as you have not made any contact with me at all, may I ask why this is. When I managed to reset my password and log into my account all my withdrawals had been cancelled and their was thousands missing from my balance.

Please confirm the full amount of money will be restored.

Kindest regards

From: Casillion Support

Sent: 01 February 2017 21:25

To: samantha kennedy

Subject: Re: Further Verification

Samantha,

This is irrelevant. You opted to use 5 different cards, one of which you cannot even provide to us. We are still waiting from our KYC team to see if we can accept your latest verification.

IF it is accepted, then you will need to stick to withdrawal limits.

Regards,

Casillion Support

On Wed, 01 Feb 2017 at 10:21 PM, samantha kennedy wrote:

Hi

Thank you for your response. I have stuck to my withdrawal limits and due to the none communication from yourselves over the last few weeks, I should have had 8000 euro's withdrawn to my bank account as per your terms and conditions.

Please withdraw 8000 euro's to my bank account and I will continue to withdraw as per your limits stated in your terms and conditions.

Please confirm when my verification will be complete, please also bare in mind I have been through this process and verified when I joined Casillion.

Regards

S Jeffs

From: Casillion Support

Sent: 01 February 2017 21:18

To: Borut Lozej; samantha kennedy

Subject: Re: Further Verification

Hi Samantha,

Once we complete verification of your cards we will unlock your account. However, you must stick to your withdrawal limits as specified in our Terms and Conditions.

Regards,

Casillion Support

On Wed, 01 Feb 2017 at 8:23 PM, samantha kennedy wrote:

Hi

Please find attached verification as requested and confirm when all of my money will be withdrawn to my bank account, I have been treated poorly and would like every penny given back to me.

I no longer have the fluid MBNA card ending in 5507, so have attached a statement clearly showing account Your Visa Card Account number 4129 xxxx xxxx 5507. Attached is my marriage certificate also as I have recently married.

Please respond.

Regards

S Jeffs

Hi samjeffs,

To be direct, it's highly unusual for someone to make deposits via a card and not be able to provide images of that card. I appreciate that cards do expire, but this is still very unusual int he grand scheme of things. It's not surprising that given the number of depositing cards and the inability to provide evidence of one of the cards that red flags have been raised by the operator's security team.

I assume you will be able to provide account statements showing the deposit transactions for the card in question? That should shut down any potential problems.

Thanks,

ThePOGG

Hi I was not able to provide because i cut the card up when i returned from holiday so not to spend, I am trying to clear my cards, that is not unusual. I have already provided them with bank statements showing the one and only transaction with Casillion. They have declined this as not good enough. I have also ordered a new card with the same numbers and will send that on when I have it. I was not asked to provide this information until now, so they did not know i was unable to provide a photo of the card at that time, merely cut off, account blocked and no contact, until 2 weeks later when i started logging complaints with sites such as yourself.

Hi samjeffs,

While I've no reason to doubt what you're saying, having used an array of cards then not being able to provide proof of ownership of one of the cards is unusual and will raise flags with regard to potential identity theft/fraud.

I do understand that not having access to the card was done with innocent intentions, but not having access falls into a pattern that those engaged in fraud fit and as such the operator is going to want to ensure that's not the case before any payment will be sent.

I'm glad to hear you've ordered a new card - that should hopefully resolve this issue. We'll continue to try and contact the operator to confirm.

Thanks,

ThePOGG

Hi Thank you for your response, I totally understand your logic. However this is not the reason Casillion withheld payments. At the point Casillion withheld payments, blocked my account and cut off all contact was weeks before they asked me for my cards.

Hi samjeffs,

I'm certainly not suggesting that there is no possibility of other issues - and those could be at the operator's end - simply that regardless of any other issues this particular point was always going to stall the process.

ThePOGG

Thank you :-) I hope that you can help me, in my opinion Casillion have no intention of paying and will avoid me at all costs.

09.02.2017 Photo's of card sent to Casillion. No response received to date.

Hi samjeffs,

Unfortunately after repeated attempts to communicate with this operator we've received nothing back from them. At this juncture we have no reasonable expectations of receiving a response from Casillion.

If this issue is still ongoing and you're receiving no response from the operator you may want to consider submitting a complaint to CMS Trust (their license holder - you can find their details by clicking the seal at the bottom left of the Casillion website). I've no personal experience dealing with this organisation and the license quality in Curacao is very variable, but this may be worth a shot.

Sorry we couldn't be of more help!

ThePOGG

Hi samjeffs,

Casillion support has reached out to us and stated that your issue has now been resolved. Can you confirm this for us?

Thanks,

ThePOGG

Hi samjeffs,

I'm following up again to enquire whether or not this issue has been resolved?

Thanks,

ThePOGG