CraigSlots - 23/02/2022 at 20:58
Tez1984 - 23/02/2022 at 20:34
CraigSlots - 23/02/2022 at 18:45
Tez1984 - 23/02/2022 at 17:09
Cheers pal thanks for the help 👍
I have spoken to them.
They are waiting for your reply to whatever documents they requested, just send them over to them again mate so they can get this sorted for you.
If you aren't able to send the docs or don't want to then they aren't going to budge
They have asked her for bank statements that's all and she as done that all again yesterday for the third time in 2weeks she has already proven 3 times from to different banks on a straight foward withdrawal she has all the proof of that . So what documents they asking her for as thats all they keep asking for. I dont understand how they can say they aint going to on a withdrawal that as been approved 3 times now yet not gone in her bank ??? Sorry craig but they are talking out there arse mate
Have they replied yet from yesterday when she sent the statements in mate? Not siding here just trying to resolve it!
Statements have been sent again this morning
She's still having to wait now even though she's proven yet again it's not been payed to her. Just left with will get back to you in due time but can't even be given a time frame it's ridiculous 😒
Perhaps the casino suspects that you have used your partner’s account to gamble. Why on earth are you posting daily to this forum in a mildly schizophrenic manner on behalf of someone else.
pokersmasher - 28/02/2022 at 01:17
Perhaps the casino suspects that you have used your partner’s account to gamble. Why on earth are you posting daily to this forum in a mildly schizophrenic manner on behalf of someone else.
1st of all that person is my partner second of all this has been going on since November 3 months before I posted on here . 3rd I watch jimbo an craig my partner doesn't so I fought they might be able to help her which they have been doing . What is the problem with posting to try an get help for my partner when she's on chat all the time getting upset. No offence pal but if your not trying to help an just picking at me for trying to help my partner then jog on. They have all her details not mine I just come on here because iv seen they have helped loads of people with problems
If my post has caused offence that was not my intention.
The response from the OP was perhaps predictable as it forms the same pattern as his prior posts.
The point I was trying to make was that if he/she is dealing with the casino in a similar manner they will probably suspect wrongdoing of some sort.
The sum of money involved and the length of delay must be incredibly frustrating and the boys will be doing everything they can to help you/your partner out.
Casilando normally handle these type of issues really well and professionally so there must be something out of the ordinary here for this to have taken months.
If I may offer a few suggestions to the OP
Is there any chance that the card you are attempting to credit has a gambling block on it (either requested or as a default by the bank)?
Has your partner ever been self excluded or closed an account with WHG?
The other thing to bear in mind is that Live Chat is often little more than a managed service via a call centre and the question over the number of times a payment has been sanctioned is nuanced between an operative sending an email to request payment and an actual payment being processed. Irritating of course and resulting in really bad customer service but not an intentional lie just a poor system.
hopefully this will be resolved for you soon. Best of luck with it
pokersmasher - 28/02/2022 at 16:53
The other thing to bear in mind is that Live Chat is often little more than a managed service via a call centre and the question over the number of times a payment has been sanctioned is nuanced between an operative sending an email to request payment and an actual payment being processed. Irritating of course and resulting in really bad customer service but not an intentional lie just a poor system.
hopefully this will be resolved for you soon. Best of luck with it
Wow 👌 hope your insults make you happy mean while in the real world if you read the full story your opinion will matter . My partner as done nothing wrong not excluded from anything and her bank is fine. You do realise its been processed 3 times to go in her bank which she has had to wait 10 days each for . The investigation they keep doing is to check her bank statements that it hasnt gone in an to ser where there transactions are . You should be asking why my partner is being treated in this manner . Unless you actually want to help my otherwise piss off !!!! Blunt enough for you pal.
superdavey - 28/02/2022 at 22:09
No need for that either Tez, everyones entitled to an opinion an he stated he didnt mean to offend anyone.
I appreciate you are angry at the situation, however getting into arguements and throwing insults wont acheive anything other than comments and/or this thread being deleted.
On a side note, has support got back to you regarding any further update? Please let me know and if no news ill see if Jimbo and Craig can chase this up further as its clearly not acceptable.
Have a good evening all!
Sorry I just felt that hes pushing that my partner has done something wrong . The last thing she heard is that they will get back to her in due time .thank you for the support
Tez
I've been on this forum for a long long time. I frequent others. I know how frustrating not getting money from a casino is. I've seen many an example of people coming on the forum to help and when we do help they have not given the full picture and so the help we give is not the best it can be. That's all Pokersmasher was getting at. He's a nice chap and smart bloke.
I've just read through all of this again. Do not take offence to anything, just trying to get my head around it.
This doesn't matter to the withdrawal but from the language used it sounds like your partner has the account which you use to play. I don't think your partner actually gambles. I may be wrong and it isn't a judgement.
You said you have not had any issues withdrawing before to the first card until there was a problem and the withdrawal got returned twice. So was that card out of date or cancelled by this point as you refer to a second card for the account which normally there is only one card on an account unless it is a joint account. Was this a new card thus making the other inactive? If so, that card would need registering with the casino and a copy of it sending to Casilando before payment would be sent to that card. I assume that they have a copy of the new card (and old as withdrawals should not have been processed without it)?
If the payment was returned by the bank......oh and I'm assuming the card we were talking about is a debit card and not any other type....then the issue is usually on the bank's end and not the casino. Have you/your partner spoke to the bank? If so what did they say?
Usually proof of the bank account statement relating to the debit card is good enough proof for the KYC. I don't see why IBN's and APN's are being asked for. They are usually asked for when it comes to international transfers. Again, I am assuming you are in the UK?
If the first card and subsequent 2nd card are both linked to the account that the deposit was made from and your partner has provided a bank statement that relates to that.....especially if going back and showing on the statement the initial deposit...then I can't see what the hold up is. If however something more is being asked for and you aren't advising us of that then we're really stuck to help.
Weemonk23 - 01/03/2022 at 11:09
Tez
I've been on this forum for a long long time. I frequent others. I know how frustrating not getting money from a casino is. I've seen many an example of people coming on the forum to help and when we do help they have not given the full picture and so the help we give is not the best it can be. That's all Pokersmasher was getting at. He's a nice chap and smart bloke.
I've just read through all of this again. Do not take offence to anything, just trying to get my head around it.This doesn't matter to the withdrawal but from the language used it sounds like your partner has the account which you use to play. I don't think your partner actually gambles. I may be wrong and it isn't a judgement.
You said you have not had any issues withdrawing before to the first card until there was a problem and the withdrawal got returned twice. So was that card out of date or cancelled by this point as you refer to a second card for the account which normally there is only one card on an account unless it is a joint account. Was this a new card thus making the other inactive? If so, that card would need registering with the casino and a copy of it sending to Casilando before payment would be sent to that card. I assume that they have a copy of the new card (and old as withdrawals should not have been processed without it)?
If the payment was returned by the bank......oh and I'm assuming the card we were talking about is a debit card and not any other type....then the issue is usually on the bank's end and not the casino. Have you/your partner spoke to the bank? If so what did they say?
Usually proof of the bank account statement relating to the debit card is good enough proof for the KYC. I don't see why IBN's and APN's are being asked for. They are usually asked for when it comes to international transfers. Again, I am assuming you are in the UK?If the first card and subsequent 2nd card are both linked to the account that the deposit was made from and your partner has provided a bank statement that relates to that.....especially if going back and showing on the statement the initial deposit...then I can't see what the hold up is. If however something more is being asked for and you aren't advising us of that then we're really stuck to help.
Hi Dave just to be clear I have my own bank in which i can gamble on and this is generally for my partner. her 1st card was fine and is still being used now .she had no problems in deposit or withdrawn money from casilando upon til the 55o pound then for some unknown reason it failed to go in her bank so she waited the 10 days then was asked for bank statements as proof no money went in so she waited for that investigation to be over then they processed it to her bank again and the same thing happened didnt go in so she went through it all again the only answers she got was that an error had occurred on the end . My partner asked if her other card would be better to try and they was fine with this .she did have to prove it was her card by picture and statements after that they processed her money again and it still didnt go in which had to prove with statements weeks ago to then be told the other they hadnt received them by email address which there chat gave her . Now they got emails last week and she just been told they will get back to her in due course.
Who's does she bank with with? A lot of banks now have the option to turn off gambling transactions in their apps? This hasn't accidently been switched on has it? Everything seems to point to the bank but I can't fathom as to why the payment isn't then getting there.
Anyone know if WHG use WorldPay for processing as I can't remember? Way too long since I've used WHG.
Cheers for the clarification Tez
And the apn number was for her to track the transaction with the bank which there wasn't. Is better for me to put my partner on here because I feel people are trying to blame me now when just tried to help my partner. You can ask Craig casilando have only dealt with my partner and the only information they have asked her for is bank statements. Even Rico should know this . I find it really unfair how casilando are getting away with this staying quiet an letting my partner deal with it the way she has had to like she's a criminal or me for that matter for trying to help