The player from UK self-excluded from Casilando (requested account closure), then joined a sister site Barz where she made a withdrawal request. Barz blocked her account and started to refund deposits due to an active self exclusion. When contacting Casilando to request similar refund, they denied her request accusing her of changing details to evade Gamstop. Player’s complaint has been resolved successfully.
Casilando Casino - Player's dilemma about self-exclusion and refund refusal.
Amount: £500
Casilando Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
8 months ago
Dispute Ref : 710024004389
Casilando allowed me to join and deposit. I asked them to close my account. I then joined their sister site Barz and submitted a withdrawal request. Barz blocked my account and emailed to say they are refunding the deposits as I have an active self exclusion.
When I contacted Casilando and told them what was going on and I asked for them to return my deposits they responded refusing saying I intentionally changed my details to bypass Gamstop.
I went back to me and told them that it was myself who actually closed the account down and I queried why it’s only a site where a withdrawal was submitted where they blocked and returned my deposits. This to me seems quite unethical as it was only because they could have had to pay money out.
They told me to contact ECorga but I replied telling them that ADR’s do not deal with self exclusion issues and I am now being ignored.
I have since emailed them and also gone on to live chat but I just get told that support cannot help and they will refer it to the ‘relevant department’
They won’t even tell me the total amount of deposits made on the account!
The last time I heard from them was 25/08
Public
Public
8 months ago
Dear LizzieCG,
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, but, before we do that, please could you forward any relevant communication along with your Gamstop registration? My email address is petronela.k@casino.guru.
We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, LizzieCG, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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