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CasinoLand - Withdrawal not being processed


Resolved - After a short discussion with Casino Land the bank letter verification requirements were dropped and this player has been paid.

Read our Casino Land Review.

Player's Complaint


Casinoland are refusing to process my withdrawal due to verification issues.

I have provided them with copies front and back of two cards, driving licence, utility bill, council tax bill and a stamped and signed bank statement.

They have asked me to provide proof of card ownership in the form of a letter from Metro Bank. I have visited two branches, spoken to two cashiers and two branch managers and also called their call centre. Metro Bank cannot provide such a letter but did give me a stamped statement.

The statement shows my name address and account number. The account number is also shown on the photos of the card I have provided them with. Metro Bank cannot help me any further and Casinoland are not seeing any logic.

I have even asked them to process the withdrawal to the card. This clearly proves ownership as why would I ask them to withdraw to a card I do not own.

I've gambled online for many years and never had such a verification problem. Every other casino, including ones in their own group have been satisfied with a utility bill, ID and photo of card. I have wasted hours and spent money travelling to the bank to try and jump through their unreasonable hoops and therefore also feel an entitlement to compensation.

Please help me resolve this.

Kind regards


Read the casino review

4 Responses

User icon
April 3, 2017

Hi krowley - welcome to!

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for CasinoLand there is certain information we have to provide you now.

You can find all the relevant information about this 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.

The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.

If you have any questions about the above, let me know.

Before going any further I have to address your stated 'entitlement to compensation'. I'm afraid that we're a dispute resolution service. We cannot award compensation. If you are seriously looking to pursue compensation you will have to do so through legal channels.

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



User icon
April 5, 2017

Hi krowley,

I've spoken with the operator about this issue. While there were some concerns regarding the ownership of your card I have explained that the type of reference letter that's been requested is not generally available within the UK and as such they've agreed to waive that requirement.

As such your payment is being processed to your card as I type this and hopefully should be with you in the next few days.

If you could let us know when you receive it I'd appreciated it.



User icon
April 12, 2017

Hi krowley,

Can you confirm that you've received your withdrawal?



User icon
April 22, 2017

Hi krowley,

If we haven't heard back from you by Friday the 28th of April I'll assume you've received your funds and close this complaint.



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krowley 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:

April 3, 2017

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