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Casinoland - blocked my account

Ruling

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

Read our CasinoLand Review.

Player's Complaint

On 19th November , I signed up to casino land. I deposit 200 euros with my card, and I received a welcome bonus of 200 euros. I played slot machines "holiday season" and my balance was 725 euros at the end of the day.

After a week I try to enter my casino account but I could not, so I send an email asking what had happened. On the 2nd december they answered me saying that they had made the decision to close my account and it would remain closed.

Then I contacted the online chat which then I sent my documents (ID, proof of address, and photo of my card) finally I can enter my account but could not continue playing or perform any other operation. I contact the chat again and they said that my account would definitely be closed, so they demanded that they pay the 725 euros that I have in my balance sheet but they said that they would scale the issue with the relevant department and answer by email.

It has been two weeks to see no response I contacted the casino chat today 16/12 and they said that they will escalate the issue, but refuse to return my money because they say it was all bonus money. The moment I deposited, my full balance of 400 (200 deposit 200 bonus) became bonus money. I think if they want to treat me like this they should pay me the full account balance, or at the very least keep their 200 in bonus and pay me my deposit and winnings of 525.

I hope you can intervene in my case. I am very grateful in advance.

Read the casino review

14 Responses

User icon
ThePOGG
December 19, 2019

Hi clapimacu - welcome to ThePOGG.com!

As we are the ADR for the One Click Ltd 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).

– 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
ThePOGG
January 3, 2020

HI clapimacu,

Casinoland have informed us that they have reviewed your case and that they will pay your balance. Could you please update us when you receive your funds?

Thanks,

ThePOGG

User icon
ThePOGG
January 10, 2020

Hi clapimacu,

Have you received your funds?

Thanks,

ThePOGG

User icon
clapimacu
January 14, 2020

Hi ThePogg. I am having trouble with withdrawal i get an error, I have already asked the casino for an immediate solution.

User icon
ThePOGG
January 21, 2020

Hi clapimacu,

Specifically what is the problem?

Thanks,

ThePOGG

User icon
clapimacu
January 24, 2020

Hi ThePOGG I can't request a withdrawal at the casino, and I comunicate casino to get it fixed, but they didn't fixed . Right now they have blocked my account and I can no longer log in. please indicate the casino to pay 525 euros. thanks for your support

User icon
ThePOGG
January 28, 2020

Hi clapimacu,

Why can't you request a withdrawal? What is happening?

Thanks,

ThePOGG

User icon
clapimacu
January 31, 2020

hello, They have locked my account and have not paid. I already wrote them but I have no answer.

when i tried to login my account this says:

Error: Your account has been (temporarily) blocked. Please contact support to restore access.

please your help

User icon
ThePOGG
February 9, 2020

Hi clapimacu,

Can you please try logging into your account again and requesting a withdrawal?

Thanks,

ThePOGG

User icon
clapimacu
February 12, 2020

I can't enter my account ... the casino sent me an email on the 11th: "Dear [EDIT], I am writing in response to my email of 4th February 2020. I am still waiting for a response from our finance team. As soon as I have a response, I will let you know if this has been processed or if we require further information. Thank you for your patience while we investigate this matter."

User icon
ThePOGG
February 14, 2020

Hi clapimacu,

Can you please check again. The operator have informed us that your account is open and there is no reason you should not be able to log in.

Thanks,

ThePOGG

User icon
ThePOGG
February 21, 2020

Hi clapimacu,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 28, 2020

Hi clapimacu,

I'm following-up on the above again?

Thanks,

ThePOGG

User icon
ThePOGG
March 6, 2020

Hi clapimacu,

If we haven't heard from you by Friday the 13th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

clapimacu 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:

  • CasinoLand
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • One Click Ltd

December 19, 2019

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