Candyland Support and Complaints Thread

Hello  Gotbrandy,

We still haven't got any response from Casino Rep. We will send them a reminder email in hopes that we can speed up this process.

Keep you posted.

Hello Gotbrandy,

Still without any update regarding your payout. We will send them a reminder email to inquire about this matter once again.

Hello Gotbrandy,

Unfortunately we haven't got any response from Candyland Casino regarding this matter. We have tried a several times to reach out to them but without successes.

We are forced to close this complaint due to Casino unresponsiveness.

Dear Berks and Anchi, Thank you so much for your time and effort. I think whomever has kept up with this complaint or reads this complaint in the future will pretty much get the idea about this casino. They are quick to jump on here and treat people in a derogatory manner until they can find some type of technicality or invent one to avoid paying out yet when they stick their foot in their mouth by mentioning they were at fault as they did already... Then they just ghost whomever as if they don't exist. I'm not sure how accepting so many peoples money (cause I'm by far not the only one) and then choosing not to pay anyone if they win is an option. I'm sorry this casino has been so disrespectful to LCB and the gambling community by refusing to correspond unfortunately the people that will look up this thread and myself are all too used to it. I do have a quick  question... If you're having to close complaints due to No Direct Casino Support wouldn't that mean that you will have to close the thread for Direct Casino Support from Candyland? I know you have many options and I am trying to respect that but im also trying to understand how you'll be able to move on to another complaint without asking them if they ever paid me? I mean why does a reader even read further or file another complaint if it's so obvious they don't respect LCB either? Thank you Again sincerely 

Hello  Gotbrandy,

We have to inform you that we are constantly trying to get in touch with this casino, and that we didn't get a newest update regarding this matter. Unfortunately, if we do not have information from them, we cannot help our members, although we do everything in our power to resolve every complaint.

We sincerely hope you understand us.

We will send them a reminder once again, we hope that could be helpful.

Thank you.

Hello  Gotbrandy,

Still the same, without any feedback from this Casino. 

We are unable to help you with this matter, so we will close this complaint unfortunately.

Hello Gotbrandy,

Just to inform you, we have sent yet another reminder to the casino representative and inquired about your case again. If we do get any response about the matter we'll update you on this thread.

Hello, new here but I am looking for any help with Candyland casino. I have been waiting on a payout for over 3 weeks now with no response. When I first joined their site I provided all the required ID and was told it was approved. I cannot get any satisfaction from live chat, which appears to be bots. I did send multiple emails to "[email protected]" with no response. I also replied to promotional emails they sent, again with no response. Could you please help with reaching out to them, or advice on the next step? Thank you very much. 

Hello Bobbybooey,

We are sorry to hear about the issue. Could you please send us your casino username via private message.

Thank you

Hello Bobbybooey,

Thank you for sharing your account details with us.

We will notify the casino rep about this issue and once we get a response we will let you know.

We want to thank all for waiting on our responses. Firstly we would like to address GotBrandy issue while we investigate on the payout of Bobbybooey and will address within the next 24hours.

So to begin and explain the situation with GotBrandy, our payment provider has conducted an audit and discovered that the client has been ALWAYS submitting fake deposits, using a technique we cannot publicly explain for obvious reasons, however can will submit proof of one trasaction and screenshots of his recent "deposits" marked as fraud from our payment provider. Client never sends the funds to the casino. So lucky for him he already gotten his first part payout but the second one is voided for obvious reasons and will result in full ban of the client until all missing deposits will be sent. Attached screenshot from the payment backend and we have posted one example of the transaction with blockchain information. We can provide proof for ALL transactions client claimed to have "deposited".
 

Username: gotbrandy
Back
 Add Date: 2023-02-26 00:25:25
 Update Date: 2023-02-26 00:26:08
 Crypto Deposit:
0.00431197

BTC
 Deposit: 100.03
 Fiat Symbol: USD
 Transaction Hash: aa311567a9c3d47e92d631666a0f7810ee784db7ab47fbf483081d80a8ec0b89
 Transaction Time: 2023-02-26 00:25:24
 Block Index: 662
 Block Height: 662
 Blockchain Status: Fraud
 Brand: Newvegas.com

Hello Gotbrandy,

As Casino Rep detailed clarified your case, we will mark it as Resolved.

Hello Bobbybooey,

Did you get any updates regarding your case from Casino Rep?

I have not heard anything yet. They did say in the above post they were looking into it, so I'll take them at their word. Hopefully they stick to it, and reply once the weekend is over. Thanks for following up. 

We will ping them and hope that you will get an update as soon as possible Bobbybooey.

Keep an eye on this thread.

Appreciate your cooperation.

Hello! I want to state that I did get paid in full by Candyland last night. And I want to Thank LCB for their help in making this happen, along with the casino rep who looked into it. Have a great day! 

Hi Bobbybooey.

We are so happy to hear that you've been paid.

Enjoy your winnings! 

We will mark this case as Resolved.

Thank you for your cooperation Bobbybooey.

And we apologize for the misunderstanding that caused this delay. 

Enjoy your winnings

I was told I must deposit the amount I was wanting to cashout from no deposit bonus winnings. That was $100.00. Once deposit of 100.00 was made I must wager it 1x. Then I would be eligible to cashout my original winnings of 100.00 from the no deposit bonus. Needless to say I have done this and also received an email stating that my account was not verified and withdrawals could now be processed. However I still have not received my payout and also there is no live chat for customer support on the site. I have emailed asking about the status of my payout and still not heard anything back from anyone.

Hello slsjas0503,

Please be informed that if you want to withdraw your money in every Casino you need to be verified, so if you haven't done please do that first and after that you will be able to get your funds.

Requirements according to their T&C:
 

- One Government issued piece of indentification
- One selfie holding your ID
- One utility bill with the address we have on file
- One bank statemene no older than 30 days
- Credit card used to deposits

When you do all the steps you can try to withdraw.

Thank you.

We'll mark this complaint as Resolved.

Candy land is currently down and website is saying  "We'll be back soon". As there is no way to contact them through support can you check with the rep how this effects withdraws currently in process? Thank you! 

It appears Candyland is back online. I will update if there is any issue getting my pending payment and with my current balance still there. 

Hello Bobbybooey

Thanks for sharing your experience with us regarding this matter. We really hope that you will get paid in shortest possible time without any issues.

Thank you.

Hello Bobbybooey

Did you receive your funds?

Do you have any updates on this matter?

No, I haven't and was actually going to make a request to you today to see if you could look into it for me. It is past the listed time limit, and I have received no replies from them. I did receive a payment in the past so my verified information is on file. I will send you an message with my info.

I appreciate your help in this matter. 

Hello Bobbybooey

Could you please send us your Casino Username via private message and we will notify Casino Rep in order to help you to speed up a payout process?

Thanks in advance.

Hello Bobbybooey

Thanks for sharing your account details with us. We will notify Casino Rep in order to help you. 

Keep an eye on this thread for any updates.

Thank you.

Hello Bobbybooey

We are still waiting for any response about this issue from their side. Once we hear back we will let you know instantly.

Keep an eye on this thread.

Thank you.

Nothing on my end either, request was submitted on April 28th. 
 

Thank you for continuing to press the casino for an answer on when payment will be made. 

Hello Bobbybooey

Unfortunately we are still without any response regarding this matter. Once we get an update we will let you know.

Keep you posted.

Thank you.

Just an update that there is no update on my end. Multiple emails sent to [email protected] and their live chat is just bots that repeat that they will pass it on. 
 

I understand you are trying but it is very frustrating when a casino is not responding to the customer or to LCB. 

 

Hello Bobbybooey,

We will reach out to them again in hopes that we can get any response regarding your withdrawal. 

Keep an eye on this thread for any updates.

Thank you.

Hello Bobbybooey,

We are still waiting for their response. Once we hear back we will let you know instantly.

Thank you for your patience.

Hello Bobbybooey,

We still hasn't received any response from their side. We will reach out to them once again in hopes that we can get a response.

Please keep you posted.

Thank you.

I have also continued to send emails and chat with their support bots with no response. I appreciate your attempts, and hopefully they decide to reply. Thanks again! 

At what point do you consider them rouge when they refuse to reply to you on a legitimate payment to a customer? I can post multiple pictures of them showing recent winners on their site. It's just disappointing to say the least when a casino delays payment to their customers who happen to win. Thanks as always for trying to reach out to them! 

Hi Bobbybooey

We really understand that it's frustrating when your payment goes away, as well as when they don't respond to your emails. We can't do anything until we get some information from them, if that doesn't happen unfortunately we will have to close the case due to their unresponsiveness.

Thank you for your understanding.

I understand you can't do magic when a casino refuses to reply to a customer or yourself. My concern at this point IF we don't hear anything from them, what is the next step you (LCB) as the leading consumer advocate in this industry, does next to possibly protect others? 
 

Note that my payment is from real money deposited and played, not free bonuses or such. It appears they blatantly took my money and ignore payment requests without any replies. I hope I am wrong about this and we will hear something soon but I am losing faith and I do hope others find this and can learn from my experience. 
 

And I again want to Thank You and LCB for your attempts to reach out to Candyland on my behalf. I do hope you keep this open and maybe they will get back to one of us. 

Also it shows the casino rep was active on this site 10 hours ago so they are still visiting here.

Have a great weekend! 

Hi Bobbybooey,

We really understand that you are very dissatisfied and frustrated because neither You nor we are getting any response from the Casino. We are very sorry that you were not paid and you played your own money. We can help so that if by chance we receive some kind of response from their side, we will inform you immediately.

Thank you for your patience and understanding.

Thanks Berks. 
 

Just a reminder to anyone reading this that's is now over 30 days since I requested a legitimate bitcoin withdraw from Candyland. With zero communication from them in regards to it to either myself or LCB. No excuses or reasons for the delay, just a decision to ignore me and LCB. Note you can see the rep visited this site 4 days ago on the 26th with no reply. 
 

Has Candyland become a casino that does not pay winners? And should others be warned that this casino has gone rouge? Hopefully they decide to pay and I can post their praises that they DO pay, even with delays.

Just noting another week has ended where CANDYLAND has refused to reply to myself or LCB in regards to my legitimate winnings. I deposited real money, beat the odds on their slots and they are ignoring me and LCB and refuse to pay my verified account via Bitcoin. 
 

At this point we can only determine they are underfunded and only accept deposits and won't pay any winners. As they are an unlicensed casino it's obvious they are rogue. Berks has tried his best to request an answer from CandyLand but they won't reply to him and do not respect LCB as we can document their agent has logged on to this site in the past week.

It should be an embarrassment to Betsoft and other providers who license their games to these scammers. At what point does Betsoft look into their payments or lack of to winners? Obviously when you offer 95% return slots people will win at times. 
 

I still hold out hope this is just a misunderstanding but the lack of response to LCB and myself after a month makes me think CandyLand is a rogue casino. Hopefully others see this before depositing at CandyLand and getting lucky on Betsoft slots and not getting paid as I am experiencing. 

An update to my situation in that finally after over 40 days I received an email as shown below from Candyland. Still no money but at least they aren't ignoring me for once. I do question if they haven't paid ANYONE in the past month and over 30 days is more than a small delay in my mind but I will continue to update you on the status of my payment. 

I was wondering if Berks has heard anything from them? Thanks! 

[email protected]

to me
1 day ago

Hi @@@@

There's a small delay with our third-party provider that is in charge of processing.

We're aware of this situation and we're on top of it. You'll receive a notification email once the payout has been processed.

That being said, please keep an eye on your email's inbox.

Regards,
Annie
Candyland Team

Hi Bobbybooey,

Thank you for letting us know about the updates regarding this matter. We need to say that we are glad that you got a response from them, so that means there is still hope that you will be paid. Unfortunately we still haven't received any response from them so we don't have any additional information. We will leave this complaint open, so please let us know when you receive your funds.

Keep us updated.

Thank you.

This site is not one I recommend and had issues too with it and the payout. Shouldn't take over a week to reply back to emails too 

Hello Bobbybooey,

 Do you have some updates regarding this matter? 

Hello Anchi, thanks for checking. Unfortunately I have heard ZERO since the email I posted above. I tried reaching out again to Candyland with no reply. As I stated above I played with real cash and won but cannot get paid. I am verified and the requested payout is in Bitcoin. 

At this point we are closing on 2 months so at this point I feel Candyland had made a conscious decision to not pay me with no reason given. And the rep has visited this site but has not commented. Hopefully LCB looks at this casino and decides to warn customers on their lack of payment. Thanks again for following up. 

Hi Bobbybooey,

We are really sorry to hear that you are not giving any response on your issue, neither we. We will leave this complaint opened, so when you get any update please let us know. We will do the same. 

Thank you for understanding.

This site sucks and they do not pay.  DO NOT PLAY HERE.

This site sucks and they do not pay.  DO NOT PLAY HERE.  Play at another site.  Contacted support and no response.  Live chat knows if you have been complaining about your payout and will automatically close the chat.