Casollo Casino - Player’s struggling to receive his winnings due to unfinished KYC verification.

Hi,

after depositing through paysafe and using their deposit bonus, i have managed to clear the wagering requirements, played more and won 5600 all together. I requested a verification and payout of 2k, and this is where they stopped communicating with me. I can reach live support, that cant or wont help me on the issue as they claim to be a tech support without proper info to help me. So i wrote to all emails ive got regarding this casino. Ive made official complaints etc, but none of the mails were ever replied to. My case is being discussed here: https://lcb.org/onlinecasinobonusforum/player-complaints/casollo-delaying-verification-and-payment. Im a youtuber, which means i have all the wins on this casino and its slots recorded on video. I also recorded all communication with them. The clips of wins on this casino are live on my youtube channel: https://www.youtube.com/channel/UC-8WFGq8rZbiLqIc_LXjKOQ?

My account at casollo was registered with mail: ************@gmail.com, username: G***********

The verification and withdrawal requests were made on 24th of July 2020.

I was hoping if you could help put some pressure on this scamming company, to pay out my sum, before they close this shady operation completely.

Thank you.

Aleš T*******

Dear Aleš,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Do I understand it correctly, that you submitted your documents for verification, but you cannot withdraw your winnings, because they haven’t been approved? Could you please specify which bonus you redeemed?

If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru.

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

Best regards,

Kristina

Hi All, Hi Kristina,

yes, ive deposited through paysafe card using their reload bonus. The bonus had wager attached, as usually im very careful with these bonuses, i read terms and conditions. They seemed ok the wager was a bit high I think, cant remember how much exactly but i think it was over 40x. That at first didnt matter to me, cause im trying to fill content to my yt channel where i post features of the slots im playing,and I usually lose my deposits..u all know how it goes. 😉 After hitting 1.1k on Shark Razor on 0,20c bet, ive managed to clear the wager. The wager progress is shown when you move your cursor over your balance, which i was monitoring closely. The wager was done and after wagering was done, most of my new high wins came in. So almost all subsequent wins were with money without bonus attached on it.

Ive deposited many times before on this casino, always using paysafe prepaid card, except when I spoke to support regarding withdrawal. Their rule states that you can only withdraw to the payment gate u used to deposit, but i knew that was impossible if I used prepaid card, so ive asked them if Skrill is ok. They replied yes, but that i need to make another deposit through skrill to link accounts. Ive deposited using no bonuses, to link it up, and also ive send them the requested screenshot of my skrill account for verification purposes.

All that happened around 24th of July (verification request/sent documents on their verification mail) , couple of days later maybe..but in this time frame. Since then, ive sent multiple mails to multiple email accounts that their support was not giving out easily. After communicating with their License issuer Antillephone, ive noticed additional emails in the header of the mails i received from Antillephone, so I know they were also present in the communication.

I wrote to all of them. No response what so ever. Ive made an official complaint to:

complaints@egamings.com

complaints@gaminglicences.com

*as instructed by - info@gaminglicences.com

No replies from any of these companies/organizations.

Ive also wrote to:

TheGuerillaMonk

<moviefsupport@gmail.com> to:

accounting@stage5-entertainment.com,

complain@casollo.com

date:Aug 3, 2020, 7:44 AM

subject:Resolving issue

mailed-by:gmail.com

No replies what so ever.

I am now really scared actually cause these guys now have all my personal info about me.

Another interesting stuff is that as soon as ive hit big on this casino with that razor shark win, ive registered for their affiliate program, into which i was accepted with ease and communication on this matter with them was lightning fast compared to now, that is practically ZERO.

So i dont know whats going on there, and what is up with this license regulators not responding...but i think this must be some white collar mafia operating deeply. I mean, small businesses....if you screw people up like this, and u get 5 complaints top to ur payment gateway, you will lose your payment gateway...but here, it seem like they are happy to be enabling casinos like these....i mean...a kid could check up this site and its company in 7 minutes and instantly know they are fishy, but adult professionals at companies like paypal and skrill, psc etc...they cant see it? and its all fine? 😀 😀 naah, i dont think so. But hey, thats just my half a penny...

I have no other communication to send you. The initial communication on live support was not recorded, ive started after ive suspected something aint right there. Live supp is claiming at every attempt, that they are just tech support and they dont know absolutely nothing about processing times and will not give out anything more than the email address you cant find in their casino site footer.

Ive even wrote them if they want to settle on the lower sum of payout or somehow restructure the payments, but as expected no response. Theyve responded to 0 of my mails.

Hi,

yesterday the company paid out 1000 euros to my skrill account, they left 1k from initial 2k withdrawal under pending, and then they simply erased the rest of my balance. I had 5.1k balance. gone. It shows zero now. Its so weird, cause they know I record everything and i have proof of balance.

getting so tired of them.. 😕

Thank you very much Ales for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you. If Jozef needs anything from me (screenshots of balance etc) let me know. i have everything filmed and documented. 😉

Hello Ales.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Casollo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello, we normally do not comment on such complaints because the player is our contractual partner. In this case, too, the complaint can be considered resolved because the player has received his payout.

Hi Casollo, Casino Guru....

I will have to dispute that statement. I did apply to your affiliate program, to which i was accepted without problems in a very short time, but when realizing about your company practices ive decided not to use your links, untill i sort this issue out with you guys. As for me, You can terminate the partnership!

On the other hand, none of my inquiry mail were ever responded back by your company, and i wrote quite a few messages. Why is that? How come you dont respond to your players, mediators, forums etc? I used these mails:

<complaints@gaminglicences.com>,

<complaints@egamings.com>,

<complain@casollo.com>,

<info@casollo.com>,

<sascha@stage5-entertainment.com>,

<accounting@stage5-entertainment.com>

Not one of my messages to these addresses were every replied to. And ive sent multiple mails. Why?

I have screen shots and videos of winnings, balance, and communication with support, that confirmed the partial payout and that there are still funds to be paid out. I also have that documented, if Casino Guru or Casollo.com wants to inspect.

Dear Casollo, you have paid out 1000 euros after almost a month. There was still roughly 5.100 euros on the account which you removed after paying out that 1000 euros. Care to explain why? LCB mediators are writing you daily, u dont respond to them... Theyve checked my case, your site, company and your terms and conditions with care, and they confirmed my claim; 5.100 must be paid out to me.

Again, i have all the screenshots and video clips. If you need anything, let me know.

I would like to correct my statement about the sum of funds this company owes me. I had 2000 euros pending withdrawal, while 5.100 euros was still on account. Al together: 7,100 euros. Casino paid out 1000 euros to my skrill account, so there should be 6.100 euros remaining.

The European data protection regulation even expressly forbids us to do this. We are only obliged to provide information to the licensor and also to the legal representatives. This is expressly prohibited for all others. Casino Guru and LCB are not parties to either the licensor or legal representative.

We will not respond to emails from third parties in the future either.

Furthermore, we communicated very clearly why we only paid out 1000 euros, which the licensor also accepted. So Casino Guru, the matter is done for us and do not request any more proof from us in the future, because it is expressly forbidden.

Dear Casollo,

im sure if the lincensor went through this issue, they would also notify me with the decision, would they not?

All im asking you through all channels is to explain why my money was taken away. Your support stated that i can only withdraw 100x deposit, as per your rules. But your rules under deposit bonuses says that winnings derived from deposit bonuses needs to only be wagered and that there is no max payout.

If I somehow missunderstood that part of the T&c, please correct me, but like ive said, your own rule states there is no max cashout.

That's right, we don't have a maximum payout, but the payout amount always depends on the deposit. But that is normal.

Ooh i get it now. You winnings are unrestricted, but they are also restricted and its all normal.

Dear Aleš.

I am very sorry but the casino has rejected to discuss your case with the Casino.Guru team. Therefore, we’re not able to proceed with further investigation.

I recommend you to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'unresolved'.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru