Candyland Support and Complaints Thread

Requested payout on 6/5.  It is now 6/20/23 and still waiting.  They will not pay.  

This site does not pay and will not pay.  Emailed support everyday and they responded with I am on schedule with the 1-7 days payout.  It's been 15 days past 

Hello Bookay,

We are really sorry that you are facing this kind of issue with this brand. Please be informed that we are not getting any response from their side, and unfortunately we are unable to help with the complaints if we don't have a feedback. Once they reach out to us we will take care of your case and we will let you know when it happens. 

Thank you for your understanding.

Just an update on the operations currently at Candyland. Obviously I have not received my payout or any emails from them and I am now at over 7 weeks since I submitted by verified request. 

After signing in on their website I see my history is gone and an error message shows up on each screen of the history. I cannot access support through my normal browser as that option is gone. I tried a different browser I used in the past to try to get an answer from support that worked thought obviously without a resolution. Today I tried and when I entered my name and account I was immediately blocked and now chat is no longer available to me.

It is clear Candyland is avoiding paying legitimate winnings from real money deposits by choice and also avoiding answering to LCB. I do hope LCB is discussing this situation as it now appears others are in the same non payment situation. It appears clear to me they are running a rogue casino or have financial difficulties at this time. 
 

I again Thank LCB for trying to get an answers for myself and others and appreciate you keeping this support request open. 

New vegas casino (same layout/ payout company) did the same thing to me.  It took several weeks of exactly what your explaining until I told them I'm filing a complaint to the gaming board then it showed up pretty quick after that

Hello Bobbybooey

We are sorry that you are not getting any response and it is really not professional and fair on their part. We are monitoring the situation regarding this casino, and we will take everything into account if we decide to put it on the warning list. As you know, many factors affect it, but we carefully monitor and collect information.

We still haven't received any response from them regarding your complaint.

We will leave this complaint open.

Just putting out there again that Candyland refuses to pay my legitimate winning based on a REAL money deposit of $400 which I won off of. And their reps refuse to reply to LCB requests here or my emails. 

Note their rep was here yesterday and did not address myself or other complaints in this thread. 

This is an unlicensed casino that has zero accountability and is laughing at customers who won on their site. 

The good people at LCB are doing their best to reach out to this casino but as the weeks go by it appears this casino is a SCAM and is an embarrassment to the companies that allow them to license their software.

As always I appreciate the attempts Berks and others are trying in reaching out to this "casino". 

Hello Bobbybooey

We will try once again with some other email address that we were provided with. Maybe this time could be more effective. 

Keep an eye on this thread for any updates.

Thank you.

Candyland casino blows.  Been waiting a whole month for my payout.  They moved status from requested to authorized but what does that even matter when they won't pay. 

Hello Bookay,

Could you please send us your Casino Username via private message so we can inquire about your payout status?

Thank you in advance.

Hello Bookay,

We are still waiting for your credentials. Please send us  via private message to be able to help you.

Thank you in advance.

Hello Bobbybooey

Unfortunately still without any clarification regarding your matter. We still hope to receive feedback and that your case will be resolved soon.

Keep you posted.

Bookay is my credentials 

Hello Bookay,

Thank you for sharing your credentials with us. We will forward your issue to Casino Rep in hopes that we will get a response regarding your payout.

Keep an eye on this thread for any updates.

Thank you.

Update on my situation with Candyland and something for anyone else to see before wasting any money with Candyland and their sister casino New Vegas. 

Still no payment or response from Candyland on my verified Bitcoin withdraw of winnings from real cash deposited since requesting it in late April. They do not respond to emails from myself or LCB. 

Also on Candyland they have removed live chat and never offered phone support for the unlicensed casino. Go to their FAQ area and it still states to reach out via Live Chat, however the ability to click on that link was removed. However here is a trick that shows they are no longer offering chat. In the past you could go to New Vegas and chat, and the same link is still active on New Vegas, however it has stated "Agents are not currently available" for the past week. Once you do this, go to Candyland and the same chat will magically be open but with the same not available message. Showing they are the same casino, though I don't think they ever denied it as their rep replied on this thread pages back, possibly by mistake.

Bottom line is at this point they are a rouge casino that does not reply to emails, closed their chat and does not pay winners. PLEASE do not deposit any money at this site until they prove they are not running a scam. 

Received an email from support stating they are under new management.  Let's see if they have integrity and pay. 

Hello Bookay,

Thank you for keeping us informed. Please let us know when you get some proper information from their side.

I was paid out as of today 7/11/23.

Hello Bookay,

Wow, such a great news, so happy to hear that you've been paid.

Enjoy your winnings and further entertainment. 

We will mark this case as Resolved.

I also received my payment from Candyland. It appears the new management is trying to fix the non payment issues and chat support is operational again. Hopefully this continues but at this point you may close my case.

I again thank Berks and LCB for attempting to contact Candyland on my behalf and maybe the new management will be more responsive to emails. 
 

Have a great day! 

Hello Bobbybooey,

We are so glad that you get what you deserve! As we said the hope dies last 

Enjoy your winnings Bobby! Wish you all the best in further entertainment!

We will mark this case as Resolved.

I posted this elsewhere, but not sure if I posted in correct section.  Today I signed up as new user at candyland casino with no bonus code and deposited $170 and quickly lost it..then I saw they offered a new user 200% bonus so I deposited $113.23..I ended up hitting a few good spins and had a total of around 2400..went to live chat and was told it was casino policy that you can only withdraw 10x your previous deposit unless the deposit is over $250, and the remaining balance is voided.  So I can withdrawl $1132.30 (at 500 a week) and then the remaining balance is voided.  So they basically keep my remaining 1300 or so..I don't see any posts discussing this.  Even though I deposited over 250 in a matter of minutes, it cost me 1300.  Is this a standard casino policy.  I have made withdrawls at around 14 other online casinos and have never heard of a policy like this.  This casino rep has not been active for 18 days so I won't hold my breath for a response but it seems like shady business practices.

They don't even mention this in the bonus terms and conditions

Hello locoryan,

Sorry to hear that you are facing such an issue. We need to inform you that they are not responsive as well in the previous months but we will try to reach out to them in order to help you.

Please send us your Casino Username via private message so we can get in touch with them.

Thank you in advance.

Hello locoryan,

We are still waiting for your account details. Please send us  via private message to be able to help you.

Thank you.

Hello locoryan,

Thank you for sharing your account details with us. We will try to reach out to them in order to help you.

Keep you posted.

Hello locoryan,

We still haven't received a response from their side. We will send them a reminder email and once he hear back we will inform you.

Keep you posted.

Hello locoryan,

Unfortunately we are forced to close this complaint due to Casino unresponsiveness. Once we hear back we will reopen this case and will let you know.

Thank you for understanding.

So a year ago, i won at candyland took months to collect, so on november 11 of 2023, I win 100 on a freebie. i am already vierifed etc. their chat says, "you must wait 4-"days for bitcoin payout, and no worries , since your verified, your good.

so NOW on nov 20th, i recieve a welcome back free chip while they are processing the earlier won 100. 

I go to chat they say send in docs, i laught and say, hey, i am veriied and previously won. 

so then they repeatedly ask for docs in spite of the fact their chat told me i woudl be paid, between 4-11 days , and now? 

I win again, on the chip they sen tme. HELP. thanks diana

Hello dnickell,

Unfortunately, we have to inform you that we cannot help you with this brand because they have not responded to us regarding complaints for a long time. When we receive any feedback, we will take your case into consideration and do our best to help you.

Thank you for understanding.

Can't cashout from bonus. UNFAIR

geedealy

ge*******@gmail.com

Hi geedealy,

Sorry to hear about your issue. Could you pelase tell me what seems to be the issue? Has the casino explained why you can't cashout your winnings? 

no not really at all. to my knowledge

I met the playthrough went to cashout via bitcoin. low and behold ...it's not an option

Could you please tell me what bonus you claimed and why you can't cashout the bonus winnings? Did you check the cashout limit for the bonus you claimed? Please provide us with more info about your issue so we can notify the casino and explain what the problem is. 

$10 free chip with $350 dollar playthrough. They made something up like I waitedto long to cashout or someBS. All I did was get the email, claim the bonus, won and attempted to cashout.

Thanks for providing the info about your issue. We are going to notify the casino. Keep you posted. 

don't even worry about it

We sent a reminder to the casino rep. Hope to have the resolution soon. Keep an eye on this topic. 

Username at casino: Ran****

I submitted my verification documents in over a month ago. A couple of weeks ago they proceeded to tell me I needed to send in a different form for my utility bill. I resubmitted a different Utility Bill, (Sprint Landline phone and internet provider) a couple of weeks ago and have yet to hear back from them. All of this stems from me trying to make a small withdraw of only $70 as I made a small deposit and won off of it. This Casino certainly has disappointed me in every way possible.

Hello Randy White,

Thanks for sharing your casino credentials with us!

We will reach out to casino representative to inquire about your case.

Keep you posted.

Hello geedealy,

Unfortunately, we must mark this complaint as Unresolved, as we did not hear back from the casino after numerous attempts to reach out to them.

If they respond to us, we will Reopen it.

Thank you for understanding.

U stole over 4000 euro off me , these casino won't pay a players , they claim you have 2 accounts then steal Ur funds , no one even talks to you they just steal and claim U did wrong 

Hi Ben berne,

Sorry to hear you experienced issues when playing at Candyland Casino.

Please note that having multiple accounts is forbidden when playing at casinos, however, please private message us your casino username to check with the casino rep what has happened.

Hi Ben berne,

We are still waiting for your account details, please private message me so that we could get in touch with the casino rep.

Hi Ben berne,

Since we haven't heard from you, we would need to CLOSE this complaint due to the sumbitter inactivity.

I made several sizeable deposits to Candyland Casino after a month of breaks and then a few months before that.  When I had lost for a while, I asked what the terms were for redeeming my comp points.  They came out and said that because I was a VIP they were approving a "10x redemption" for comp points for me.  I had $966 comp points and they confirmed it was 1x rollover and then it was a max of 10x that for redemption.  I WON and got to the $9,660 mark.  They confirmed that I won that much in chat and then via email.

After I started asking about withdrawals they came back and tried to say "well on our website it says $100 max so we did you a favor" and then told me I needed to be "active" and deposit more and participate in promos if I wanted my money.  Mind you NONE of this was told to me up front when they took ALL my money before that.  To date they've only given me $1000 of the money I won.  They keep telling me I have to be active and deposit more to get the other $8,660.  This is BS.  They gave me the terms and made the exception.  Now they're repeatedly telling me to deposit more money before they give me what I rightfully won.  Here is the email proving it.  They were supposed to cash out the other withdrawals and they instead did only half of 1 of the 3 pending.  

They absolutely confirmed in email and chat that I won the entire $9,660.  Now I am fighting to get all of my winnings before I will go and spend another penny on their website.  They're making it seem like they're doing me a favor by stealing $8,660 from me.  It's so messed up. Here's proof of them admitting they won't pay me and admitting that I won another 9000... please help!  This is crazy.

Hi sandrovalle89,

Thanks for sharing your experience when playing at Candyland Casino.

When checking the casino policies, we've found that 50$ is maximum cashout limit related to comp points:

• 6.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to players so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 50 Credits (50 $,€,£,AUD, or 500 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager.

This is common practice at casinos that they have limited cashout amount on free promotions and comp points. 

I'm going to assume you didn't read my post or the email screenshot at all...

Please see their email and numbers 4 and 5 confirm what I'm saying.  They guaranteed me a 10x max cashout for redeemed comp points.  So that is what I was playing with and they confirmed in the email that I met the qualifications as a top VIP, so they agreed to new terms different than a regular customer or what would be posted on the website.  Now that I won, they're trying to alter the deal and not pay it out, unless I continue depositing.  Please read the email again and the post with my claim.  It's clear as day that they owe me the entire winnings because THEY agreed to go outside of policy to get me to keep playing with them.  Now they want even more money or they're going to go back on their word.

Hi sandrovalle89,

I have read your post and screenshots, but I assume that they are going to follow the terms in the end, that's why I have checked it. However, please private message us your casino username so that we could get in touch with the rep to look into your account and check what can be done.

Thank you.