Casilando Casino - Player’s bonus winnings have been confiscated.

I played in this casino and at first it seemed to me that they are quite good, but I received a letter in which they accuse me of misuse of bonus funds. And about the fact that I will not receive my winnings. My account was fully verified, but that didn't stop them from writing me a letter saying that I have to go through verification again, this is. They additionally ask me to send a selfie with my passport, I have already sent them all the necessary documents, but this is very unpleasant. Regarding bonus funds, I explain: I made a deposit and received a welcome bonus, the company accuses me of allegedly abusing the bonus. but this is not true. I played my favorite games with my OWN money, in those games I played it was simply impossible to play with bonus money, so I used bonus money to play other games where it was possible, and by the way I didn't win anything, I just lost the entire bonus balance, and but in the games that I played with my own funds, I won, and now this company accuses me of something that I did not do, and that is simply impossible. I ask that you immediately give me my entire balance, including the winnings, because you are accusing me of something I did not do. And my betting history proves it! I lost all the bonus funds, so what is the abuse here??? I won money only in those games where I played with my own money. Dear players better DO NOT contact this company or they will steal all your winnings like they are doing to me!!!!

Dear Hargassner,

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 your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

Do I understand correctly that you were accused of playing restricted games while completing the bonus wagering?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I would be more than happy to provide you with a history of my games where you can see that I have won money in games that cannot be played with bonus funds. and the bonus funds are lost, but the company has blocked my account, but I cannot log into my account, and therefore cannot access my game history. I can only forward you their letter to me in which they say they will only refund my deposit and no winnings and only after I am verified again. The history of my games will show that I did not even profit from the bonus funds. so they just rob me

sorry, one comment couldn't load the full letter, so I'm attaching the second part of their letter

Thank you, Hargassner, for the clarification. Do I understand correctly that while you have had an active bonus you used your real money funds to progress through the play and later went back to your bonus funds?

I just played with all my balance, I don't understand what you mean. I made a deposit, and I played games in those games in which it is not possible to play with bonus funds, I played with real own funds, and in those games where it was possible to play with bonus funds, I played with all the money that was in my account. We are talking about the fact that the bonus funds were lost and did not bring me any profit. I won in those games where I played only with my own money. And now this casino is robbing me, and not paying me the money that was won by me with REAL OWN funds. So what am I accused of???

HORRIBLE THIEVES AND LIARS. By the way, do you want a continuation of this story? Dear players, this casino will ROB you like it did to me! At first, they tried not to return my winnings to me, and wrote a letter that they would keep my winnings for themselves, and would give me only the deposit. BUT I just received a letter from them that they will not return my funds, including my deposits! 270 euros! Let me explain: the casilando.com company belongs to the casino group, which includes 5 casinos with one management. Therefore, I warn you against playing with these companies, with them your MONEY WILL BE IN DANGER. YOU WILL NEVER GET YOUR MONEY BECAUSE THESE COMPANIES WILL ROB YOU. So I registered with the 21casino company and sent them my passport and utility bill. After that I received a letter that my account was confirmed. I will attach the evidence in this comment below. And when I registered with the casilando company, I did not need to send my documents for verification again, because they have one family, and it is enough for them that I have already passed the verification on my 21casino account. And when it came to returning my winnings to me, in the amount of 396 Euros, casilando asked me to send again the same passport documents, a document confirming the address, and a selfie with my passport. I sent them the same documents that I sent to the 21casino company. And do you know what these THIEVES came up with? They wrote me a letter that none of the documents I sent them could be confirmed! You understand ? They accepted my documents at first, and when the conversation started about the fact that the player should be paid 400 Euros, they simply told me that they could not confirm my documents! The same documents. What it is??? Why then the first time they verified my account with the same documents??? I am asking the casino gurus to downgrade this family of companies because they are CHEATING THE PLAYERS and do dishonest checks, to embezzle players' funds I AM ATTACHING PROOF OF THIS BELOW!

If Casino Guru is interested. I can forward the letters that I sent to both companies for verification, so that you can personally make sure that I sent the same documents that I was approved for the first time, and which the casino casilando rejected with the explanation that none of the documents that I sent were accepted. So that you can check for yourself and understand that they are scammers!

Thank you, Hargassner, for your reply. Could you please advise if you saved your game history before your account got blocked?

no, I never do such a thing, especially since the company has a very good reputation and rating, I believed the rating from your website, I could not even think that I would be robbed so brazenly...

Dear Hargassner,

Thank you for your review. 

Kindly note that you would be required to follow the Complaints and Disputes Process, as outlined in clause 21 of our terms and conditions https://www.casilando.com/en/terms-conditions#complaints-procedure.

We can confirm that we have raised this matter to the Complaints Team who will be assisting you further in this respect.

@Petronela, we refute the accusations made in its entirety, however, are unable to provide further commentary on the matter. This due to obvious GDPR constraints, regulatory obligations and as the customer has since commenced the Complaints and Disputes process internally, which is clearly defined in the link provided above.

Following the outcome of the internal dispute; if the customer remains dissatisfied with the resolve, they are welcome to reach out to the ADR’s as outlined in clause 21 of our terms and conditions, for adjudication. 

Kind Regards

Casilando

Thank you, Casilando Casino team, for your comment and assistance.

Dear Hargassner,

Could you please follow the abovementioned link? Still, if you're not satisfied with the outcome after trying to resolve this issue internally with the casino, you can contact the official Alternative Dispute Resolution (ADR) eCOGRA. I wish I could be of more help, but on the other hand, it is nothing unusual if the casino prefers to solve any disputes internally or with help of its official ADR. Please let me know how you decided and if you need any further assistance with filing the official complaint, I'm here to assist you. Looking forward to hearing from you.

Dear Petronela, I want to ask you, why don't you downgrade on casino guru for this company? You see all the evidence that I am telling the truth. Why should I tell a lie if everything was fine? casilando company denies all allegations and I am very surprised how can you rob a player and deny it? You should give a low rating to this company and its reputation! Because it's not fair! I will write a complaint on the link you added. But the players trust your site, as I did. And now I lost all my money just because I believed that the company is really honest, although it is NOT!

Please understand, Hargassner, that casino reputation can’t be determined by a negative experience of a single player. If you’re interested in the process of how we review online casinos I could recommend checking our article Learn About Our Casino Review And Rating Process.

I'd like to emphasize that we do not have any unresolved complaints with this specific casino and I truly believe that your case will be handled fairly by their dedicated team. Please keep me informed about any further developments.

Does this mean you cannot influence the decision of my case in any way? Can you help me?

I wish I could be of more help. Could you please advise if you contacted the casino directly following the abovementioned link, or their official ADR already?

I wrote to their complaint department. But they don't answer. and may not correspond for 30 days. Therefore, no, my complaint has been resolved. I am deeply saddened by the fact that the casino can simply cheat the client and you close my complaint...

Have you contacted the official ADR, please? And I didn't close your complaint, we're still here assisting you.

no, I'm waiting for a response from the casilando. Am I correct in my understanding that I should file a complaint only after I receive a response from casilando?

Dear Casilando Casino team,

Should the player wait for your response via email or address her query to the official ADR directly, please?

Hi Hargassner, 

Our Complaints Team have acknowledged receipt of your dispute and have been in direct contact with you. Should you remain dissatisfied in respect of the resolve, you are welcome to contact one of the ADR providers as outlined in clause 21 of our terms and conditions https://www.casilando.com/en/terms-conditions#complaints-procedure.

Trusting this provides some clarity.

Regards,

Casilando

I have asked several times to send me the complete history of my game, which shows all my winnings and the names of the games I played. I still haven't received this documentation, although I was promised twice that they would send it! I want to receive a document from you that will show my name, the name of your company, all my deposits and all withdrawals. You still haven't fulfilled my request

Dear Hargassner,

If you are not satisfied with the outcome of resolving your case with the casino directly, please contact the official ADR and keep me informed about any further developments. Thank you very much in advance.

I would very much like to receive references with my deposits, and winnings, with the history of games, so that I can prove my words when filing a complaint. But they ignore my request, can you help me?

Thank you very much, Hargassner, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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 Hargassner, 

We confirm that your data subject access request has indeed been received and note that our Data Compliance Team have been in direct contact with yourself, in this regard. Kindly note that any further queries in this respect, would need to be directed to that team at privacy@casilando.com 

@Casino Guru kindly note that this request is being handle in accordance with the relevant GDPR guidelines and as outlined in our Privacy Policy https://www.casilando.com/en/privacy-policy. Any further queries the customer may have would as such, need to be directed to our Data Compliance Team - with whom the customer has already been in correspondence with. 

As we are sure you can appreciate, given the due constraints we are unable to provide further information, but can assure you that the request is being handled in full compliance and within the statutes of the General Data Protection Regulation, as well as our licensing objectives. 

We therefore ask that you kindly close and resolve this dispute please.

Regards,

Casilando

of course you got my request. But you did not provide me with the information I require! so when will i get it? note that I have also asked them to send me my complete betting page which contains all my bets and a document which will contain my name and your organization name, contact details and all my transactions such as deposits and withdrawal requests funds Your team sent me a document confirming your address that I sent you to verify my account. So I'm writing about it here so that a third party can witness your work.

!

Hi Hargassner,

please, have you managed to contact the casino team on the provided email?

privacy@casilando.com 

Could you confirm when you receive the data?

I still haven't received the data.

Hargassner, the casino team, informed me that you received all the information you requested. Even if they fail to do so, they are obligated to cooperate with their ADR. Since you confirmed your motivation to contact the ADR, I am closing the case as 'waiting for regulator'. I kindly ask you to update me on the matter at my email address below, so I can update the case accordingly.

jozef.k@casino.guru

Let me know if you need further assistance.

Dear Hargassner,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Dear Hargassner,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case 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.