Casinoland - not letting me withdraw

Ruling

Resolved - CasinoLand have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

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Player's Complaint

They are not processing my withdrawal of £5684. They asked me for an excessive amount of ID, which I provided as I needed this cash. Overall I made losses yet they are holding my funds which have left the exact same account. I gave them bank statements, payslips, debit card pictures, national insurance no. This is highly intrusive and a cause for concern. They took all my deposits but not willing to pay out. Kept rejecting documents delaying the process. They are happy with verification but they are investigating my "source of funds", which I have provided my payslip and bank statements. What else do they want? This seems to be very common with casinoland, taking deposits but not withdrawals. They have two choices, if they feel I shouldnt have gambled then they should give me all my deposited funds (6.2k) but if not then my winnings. Either way the winnings should be released back to the same card. Its causing me massive stress and anxiety and no one should have to go through this. I strongly believe they are taking advantage of government rules to help their cash flow, no one is that bad at their job and thats not an acceptable excuse. They keep saying they need an addition 10days and apologising knowing my frustration. This has been an issue since early July. Im currently not in employment and need this money urgently. If i knew i wasnt going to get my winnings my cash flow wouldnt be an issue as i was winning as i was playing but in trying to prevent fraud they are causing a major issue to innocent people, This is one way to stop people gambling.

I have tried communicated with them and they either dont respond or just say its part of regulation but give no extra details. If they dont want to hire staff to process these withdrawal claims then why should i suffer? their incompetence shouldnt be a burden for the customer which has done nothing wrong besides interacting with such disgraceful businesses

Can you help with this?

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5 Responses

thepogg

August 24, 2021

Hi Mrsushiman - welcome to ThePOGG.com.

What are the operator waiting on you providing?

Thanks,

ThePOGG

Mrsushiman

August 28, 2021

Hi,

Nothing. I have provided everything. The last message i received was on 24/08/21 saying they apologise for the inconvenience and that they are still reviewing my account/documents and they will give an update in another 10 days. This is the third time they've sent this message with no progress

Thank you

thepogg

September 8, 2021

Hi Mrsushiman,

Casinoland inform us that this issue has been resolved and your payment has been processed. Can you confirm receipt of your funds?

Thanks,

ThePOGG

thepogg

September 11, 2021

Hi Mrsushiman,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

September 18, 2021

Hi Mrsushiman,

If we haven't heard from you by Friday the 1st of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG