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CasinoCasino - Refusal To Pay Out


Found for the Casino - This player has refused to engage with valid KYC requests. As such there is nothing further we can do to assist them.

Read our CasinoCasino Review.

Player's Complaint

The complaint is actually with Casinocasino but they part of AllBritish group are my reference is GLR-ZZFTC-811. After having my account fully verified a couple of successful withdrawals I made another deposit of 100 euros and won just over 3000 euros. This issue remains unresolved after 3 weeks and their compliant team did nothing other than parrot what I had been told previously.

I went to withdraw as before they asked for an internet bill which I provided by PDF the casino still refused to pay out and want a video of me logging into my broadband account and downloading the very same bill I have already sent in.

I think this is a ridiculous request and an invasion of my privacy and a breach of data protection I am fully resigned to the fact they will never pay me out but I want to complain anyway. I feel even if I sent the video they would just find another excuse not to pay out employing further underhand tactics.

Read the casino review

6 Responses

User icon
August 31, 2022

Hi Mackem47 - 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 L&L Europe 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.

The request made by the operator is legitimate where there are any concerns about the validity of the pdf statement submitted. Please comply with the request and let us know once you have done so.



User icon
October 1, 2022

Hi Mackem47,

Have you provided the requested video?



User icon
October 1, 2022

No it’s not something I am prepared do to either they have had bank, statements, my card details, utility bills. They just don’t seem to like the fact that I have won for not much in the way deposits never had an issue from any other casino.

Their online reviews are full of refusals to pay if I provided the video they would just find another excuse and then another. They are under no circumstances ever going to pay my out. The Internet bill I provided other casinos excepted.

They would not of asked for this if I had lost 3000 euros resigned to never seeing this. It really is a total and utter waste of time making a complaint against a casino even if your in the right they simply don’t care.

User icon
October 2, 2022

Hi Mackem47,

Sadly there is nothing we can do to assist you until such time as you have complied with this request. If you change your mind, feel free to let us know.



User icon
October 15, 2022

Do you not think the request is ridiculous they have a pdf copy of the bill what difference does it me videoing the exact same bill! You have literally done nothing to assist me what a total waste of my time!

User icon
October 22, 2022

Hi Mackem47,

Not at all no. There are clearly concerns regarding the validity of the document in question and we have directed exactly this process to be completed historically where we have had similar concerns about a document's legitimacy. This is an entirely legitimate verification request in the circumstances.

As stated above, if you are not willing to comply with the request there is nothing further we can do to assist you.


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Mackem47 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:

  • All British
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • L&L Europe Ltd

August 30, 2022

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