Casilando Casino - Player’s account has been blocked.

I made several deposits to this casino, and played for a few days (without too much luck). As my luck began to change and I started winning, I received a message saying I could no longer play any games as my account was "under review". I then received another message saying I had reached a limit on my account (which I did not set, and all my deposits had been accepted so if I had reached this limit it should have prevented me from depositing and not waited until I was actually winning). Since this message has appeared I have since had my account closed by this casino with no reason why. This casino has accepted my deposits and was happy to take my money, but as soon as I began to win and build up my balance my account was locked and closed for absolutely no reason (other than this limit that I did not set, but as mentioned this did not prevent me from depositing).

I expect a full refund of all deposits made as the treatment from this casino has been shocking.

Dear Amy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Amy, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Amy!

I will take care of your complaint from now on. I would like to ask Casilando Casino to join this discussion and help us with some explanation of the issue.

Dear Amy, 

Thank you for your review.

For your reference, we note that we, at Casilando, take responsible gambling very seriously and as a licensed gaming company, we have implemented a number of company policies and tools to promote responsible gambling. In line with our internal policies and procedures and our license obligations, we have implemented temporary limits which are dependent on the time of day as well as individual criteria.

These measures are designed to help protect our customers and ensure we comply with our regulatory requirements. For example, one measure is that customers receive a ‘time spent’ advisory pop up at designated thresholds. This feature, as with some other features, are automated within our systems, such as deposit, loss and ‘time logged in’ limits.

With these measures, if certain thresholds are reached, play is temporarily prevented until such time as a review can be undertaken by our responsible gambling department. This is designed to further protect our customers where manual detection and responses may not be as fast as our systems. We can confirm that your account triggered these limits which prevented you from playing further temporarily. 

Furthermore, please be advised that remote casinos adopt a number of approaches and methods to verifying the identity of their customers. In line with regulatory requirements and our terms and conditions https://www.casilando.com/gb/terms-conditions, particularly clause 5.5, we have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

Based on a review of your account activity and the responses provided via the online interaction, a request for source of wealth documents was made; any remaining balances on your account have since been successfully processed, to the payment source it originated from.

Our records also confirm that you have since raised an internal complaint, we would as such encourage you to reach out to our complaints team on complaints@casilando.com should you have any further queries in this respect.

Trusting this provides some clarity on the matter.

Kind Regards

The Casilando Team

Hello Amy!

Thanks to information provided by Casilando Casino representatives, you should have received the remaining balance of your account.

I would like to ask you, did you receive the funds already?

Hi,

no this is absolutely incorrect information. I received £150 back into my account which I had made a withdrawal of - this was my own withdrawal and nowhere near the full refund I am looking for. This casino has failed to answer any of the questions I have asked, and have refused to get back in contact with myself as well as provide me false information regarding the regulatory body they referred me to - eCogra. I contacted them and they told me that I had contacted the wrong people which shows that this casino can’t even maintain their own terms and conditions and have lied to me in terms of they proper regulator.

I expect a complete refund of all deposits due to this casino not adhering to the correct responsible gambling protocols, and the fact the customer service has lied to me make things much worse. I have asked these following questions several times without answer, as they prove I am correct and I am well within my rights to receive a complete refund:

1 - what was the loss limit that prompted the lock on my account or any other threshold my account passed.

2 - why was my last 2 deposits accepted by this casino if this meant I would have exceeded the amounted allowed to deposit.

3 - why did the threshold wait until I had completed playing a game, and did not appear automatically. 

4 - Why did it wait before I had wagered hundreds of pounds before appearing once I had returned to the main menu. 

5 - When exactly had any threshold been passed.

6 - where in the terms and conditions does it state certain thresholds will result in accounts being locked, and where does it specify what these thresholds are.

Hello Amy!

I would like to ask you, are you in process of solving the issue via the casino's internal complaint system?

I have sent several emails to try and resolve this via the casino itself but have been unsuccessful so far

Dear Amy, 

We are sorry to hear about your continued concerns and reference our previous response.

We regret that we are not able to further engage with you in this respect, as we are unable to provide you with the specifics you seek.

We note that our complaints team have since resolved the matter with you directly and also referred you to our approved ADR, eCogra; who would be able to adjudicate on disputes, which have not been resolved to your satisfaction.

Regards

The Casilando Team

Dear Casilando Casino representatives,

Since there is a big difference in both your and the player's version and the communication the player provided, I would like to ask you, to clarify these discrepancies.

Dear Martin,

We appreciate your efforts on this one, but regret we are unable to further engage on this matter due to GDPR constraints, as we are sure you can appreciate.

We would note that we are confident in our decision pertaining to the customers account.

Should the player wish to further pursue this matter, we encourage her to follow the complaints channels as outlined by our Complaints Team and contact our official ADR, eCogra who would be able best assist/ guide her in this respect.

Trusting this clarifies the matter.

Regards

The Casilando Team

Hi Martin,

this is yet another avoidance from the casino, and a refusal to answer any questions or come to a resolution.

also they have completely ignored and disregarded everything I have said about already contacting eCogra - how can this casino continue to refer me on to the incorrect agency who have already contacted me to inform me that the casino are wrong? they have clearly ignored everything said by myself, not looked into any evidence I have provided and not even read any of my messages and attempted to answer these questions.

any help would be appreciated as I believe this is further proof of this casino acting irresponsible.

Dear Amy,

As the casino is not willing to continue with resolving your issue here, I would like to suggest you to raise the complaint straight to UK Gambling Commission.

You can do it here: https://www.gamblingcommission.gov.uk/for-the-public/Your-rights/Concern-about-a-gambling-business.aspx

Please note, that you have to do following: you should select: "Make a complaint about ADR provider."

Since the eCogra forwarded you to the Gambling Commission, it would be the best for you to state mention that within your complaint.

Please let me know if you decide to contact the Licensing Authority or further assistance is needed.

Hi Martin,

yes I will be contacting the licensing authority - is there any advise I can get on this and your take on the practice of this casino.

also if there are any other routes I can go down to get this resolved and receive a refund of my money

Hello Amy!

You will be able to get to your case through making an complaint about eCogra, the Licensing Authority will review the case and make a decision.

Please, let us know when you'll raise the complaint with the Gambling Commission, if there is any further assistance needed, you can always reach me via email. My email address is: 'martin.d@casino.guru'.

Dear Amy,

Have you contacted the Gambling Commission? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will close it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.