UNRESOLVED: Casollo delaying verification and payment

Hi fellow spinners,

ive deposited on casollo.com through paysafe prepaid card, won a bit of money, cleared wager, and now the site is delaying my withdrawal. After reading some complaints online im now really scared for my money, as it seems this site is lately having liqudity issues, tons of delayed payments and unresolved issues with players.

Im a youtuber/streamer and i have all the winnings filmed, i also recoreded all communication with the staff.

I never had issues like this so im asking u guys for help on how to sort this matter. Ive already wrote to slot manufacturers i played and won on, to confirm the validity of the games.

Its now been 7 days since the verification docs were sent, the site promotes 12h whitdrawal process so im not sure if i should wait it out, or not. As ive said i dont have any experiences dealin with this stuff so i dont know if waiting for too long will additionally harm my issue.

Any tips?

ty

Hi BumSlotMan,

As far as I can see cashout time is not announced on their website. No problem, please private message me your casino username so we can contact the casino rep and ask what's the status of your withdrawal. 

Hi Melissa,

on their home page under Why Casollo section, on the left side.

And as ive said, the communication with them is highly unusual, no responce from support over email etc... Ive asked them directly what are their processing times in practice, but the support is telling me they dont have that info, which is really weird as the same support is able to give out bonuses and help u with payments etc, so not knowing approx times is very suspicious to me.

I will be glad to wait for the payout if they give me a deadline.

Ill send you PM now, thank you. ;)

Thanks for your feedback. The casino has been notified. Hope they'll get back to us with relevant answers. Keep you posted. 

Ty Melissa.

hope they get straight with me. it would be such a dissapointment to see them bein not able to, cause i really like this casino,  its simple, and has most of my favorite games.

Hi BumSlotMan,

we still haven't heard back from the casino. We sent another reminder today. Let's see if they come back to us. 

Me neither. :( thank you for trying ;)

Seems a casino is getting on the warning list soon if they keep up with these poor costumer service actions ... This isnt the first complaint and they wont reply to LCB and the players .... :(

I cannot tell you how pissed I am. I was thinking about starting my own stream for a while now, but never had good enough wins filmed to start gathering good video material for yt etc... and then when I finally do get clips and my starting money, it all goes south. If they turn out to be scammers, i cant even promote the clips. :D I am in contact with push gaming to confirm the validity of those wins, so if they turn out to be valid games, i can still promote them, ill just cut out url of the casino.

I just wish they could be fair n square with their users. Just respond to my mail, explain you have liquidity problems, or whatever, and set dates! Ignoring the $#&"%! out of me, is just making me want to take a bus to Curacao and give them a visit. :D :D ;)

Man! I totally understand your feelings and I hear what you are saying!

That a casino is ignoring their players when it comes to withdraw might be the worst thing there is !!! brrrrr

I like that idea though ... taking that bus hahaha ... I would love to see the look on their faces when you will show up :D

:D yep :D well...i might get paid, or i might just dissapear, cause if this is some white collar mafia scam op i would be up to no good :D the last thing i would hear before i die would be: how da fck did you find us?! :D :D :D

They are literally mocking their users :O :O :D

Hm! That's not good. We emailed them but still haven't heard anything yet. 

MelissaN,

no use. I told support that if they dont reply to my mails in a reasonable time I will be forced to go public with all info and video material i have on them, and that I will notify their license issuer, warn streamers and users on casino forums  etc...he simply replied: Go Ahead & Have a good day. :D :D

How this casino still operates with cooperation with Push gaming, PlayNgo...why do Skrill, paysafe card etc help them to scam users is beyond me. But I certanly will demand explanation from the payment gateways why are they involved in criminal activities. My friend was scammed a few years back (he was scammed when buying a car from Spain). He sent the money over a certain payment system but never received the car. He reported it to Europol...after half a year europol contacted him saying that they found the woman and got her, but if he wants his money back, he has to sue the payment system, because they were the one enabling this crime by allowing the woman to scam over their channels, so I know they are responsible under international laws for criminal activities like this.

But over all, i dont think ill ever see my money...

It is getting more and more crazy with the day with this casino .... And what a total sh*thead from the live chat!!! They truly dont care for their players, another very sad fact! :(

UPDATE:

they are completely ignoring me on all fronts. Not one mail was replied.

Interrestingly, none of the slot providers Ive contacted (Push Gaming, NoLimitCity) to confirm the validity of the games, wants to help me.They are just giving me undefined answers, and they stopped communicating with me as soon as i mentioned all the details of this company i played at. I wont say it looks like they are in on it too, but it certainly looks that way.

Are there any representatives of these two companies on LCB? I would really like to see them respond with some actual answers.

Ive also claimed a dispute at their license issuer:

[Support #127381] Players complaints issue
 [email protected]
Fri, Aug 7, 7:27 PM (4 days ago)
 
Your request has been logged and forwarded to eGamings SupportTeam.

Ticket ID: #127381.

No answers yet.

communicating with Push Gaming on the issue.

i bet if i had a tech issue, they could check that immediately, but for some strange reason they are unable to provide me with a clear answer.

Communicating with NoLimitCity:

same thing. strange reaction, and no willingness to clarify if the slots there are trully theirs and not pirated versions.

So...these companies are glad to take your money through their channels, but when one of their channels is corrupt they do not want to involve themselves in the matter even tho they condone illegal and unfair behavior? Really? If they did, they would remove their slots from sites like this, but they wont cause as it seems they are in on it.

Its just my opinion that can be corrected by these companies replying with a clear answer. If they dont, they will just confirm my suspicions.

Push Gaming, NoLimit...any comments?

Guys, can anyone check if the live chat is working on casollo.com.

I think theyve shut down chat for me. :/

One thing is for sure; there is something fishy going on at casollo as it seems ...

By the way; I dont think providers have anything to say about winnings not beeing paid to players ... They probably are able to see if you have won with their software and how much and so on (and also that there wasnt any kind of error or something) .... But what happens after that is out of their reach I think ...

Unless its true that in the end of the rabbit hole (I loved that metafor that you used) we can discover that all the persons are in the same room/company ... But I doubt that will be the case...

This problem is a problem from Casollo and they need to fix it ... I dont think NoLimit and Push Gaming can help you out, to be honest.

Hi BumSlotMan,

Thanks for sharing it with us. Our team is going to investigate it further. Please private message me the video and all details you have about the games. 

Hi MelissaN, Hi everyone,

 sure, i will send it all. In fact all the major wins i had on this site are still live on my youtube channel: https://www.youtube.com/channel/UC-8WFGq8rZbiLqIc_LXjKOQ?view_as=subscriber Ive noticed on the internet you can somehow check if the games are valid through source code inspection, should i also screenshot those as well? U can prolly check them yourself live on the site tho..

****I would like to appologize to Push Gaming and NoLimitCity for my previous statements. I was just so very frustrated by the whole situation. The thing is that I know 5k is nothing to many people, but I come from a country in which this sum represents half a year income. It was an incredible chance for me to start my own thing online and when I ran deep into this hole and saw what, how, and how much of this stuff is happening in this industry i simply broke down. So im very sorry for indicating thievery from your side. I know you guys are well respected in the industry and im sure you are doing everything to keep enjoying the respect you deserve.

All I would like to achieve with you guys is to somehow get you to verify the validity of the games. Its not easy to hit massive multipliers on those slots, and also, I want to use them for promotion, so i need to know they are the real deal. I do not want to promote my channels and upcomming stream with wins on fake slots. If they are the real deal, Im going to cut out this casino url and everything indicating it was played at their site. I dont want to see anyone else get ripped off, especially not because i brought them there.

And Melissa, thank you and this marvelous forums for the help you giving to people like me. If it wasnt for this community i dont know what i would do. I would probably just quit trying after a while and these scammers would get paid & keep getting paid while being completely unpunished for their actions. At least this how i at least have a bit of hope this could result in me getting my money. ;)

updated balance on this day:

still no responses from anyone (casino, regulators, Push Gaming, Nolimit...etc) Everything quiet. :/

My wins on the sites List Of Recent Winners :D

Same here my friend ozwain casino take long time for verification 3 weekd comlted and no answer alwaysbdenied my docuements 13 documents i were sent but they wsnt more n more and delay and cant pay my winning.dont play non licensed casino

Hi BumSlotMan,

Our team has investigated the games and they look okay. 

We'll keep on contacting the casino and see if there is a way to get in touch with them and ask about your case. Obviously, they don't want to reply to our emails but we'll do our best to help you. 

UPDATE:

today the casino paid out 1k to my skrill account, 1k was left under Pending, while 5.1k balance was simply erased. :O :O ive wrote to chat support...as usual theyve sent me to email contact. this is getting so bizzare.... :/

did lbc managed to get in contact with them? ty

Thanks for the update, BumSlotMan. As I stated in my previous email we still haven't managed to reach them since no one replies our emails but we'll keep on trying. 

Ok, thank you ;)

Their explanation on why i was paid out only 1k, and why was my remaining balance removed:

Casollo

2:57 PM (22 minutes ago)

to me
Hi,
Based on our Terms you have a maximum Payout of 100x of your Deposit which was 10€ , therefore 1000 was sent to you.

Regards

But ive rechecked their bonus terms and conditions and found contradictory info, and this limitation he speaks of, cannot be found in bonus terms and conditions (as shown on the screenshot)

You are right. We've also checked their T&C it says no limit. Which bonus did you claim? Maybe these were the terms specifically for this bonus.  

Hi,

i used their Reload Bonus, they are sending promo mails out all the time. In the mails there are no terms to be found, so one must conclude that general bonus terms are implied.

i dont know what to do here anymore, they arent responding anymore again.  They seem to be doing everything possible not to pay out to players. theyve practically just stole my rest of the balance. just so sad.

Hi BumSlotMan,

We chatted with their live chat operator, informed them about your complaint, he didn't share any info with us but he assured us that your complaint was sent to the relevant department. We asked them if they can provide feedback to our email address so we'll see if they get back to us. We tried this option too so we'll see what happens. 

Hi Melissa,

well, to be honest i dont trust anything chat support is saying, but i really hope they get back to you.  Ive made another official complaint to ther license issuer regarding my remaining balance :

[email protected]

[email protected]

Ive written to info@casollo, asking them about the issue, they replied within 24 hours explaning those shady terms (100x deposit), but when i confronted them back with screenshots of their terms and saying that terms under deposit bonus clearly states that after wagering bonus amount, the withdrawal is unlimited.

As expected, no answer in days now.

Thanks for the update, BumSlotMan. Please let us know as soon as you hear back from their licensor. Hope they'll get back to you soon. 

Hi,

I dont think they will....my first complaint made to them weeks ago are still being unreplied. :/ but i sure hope so too ;) 

MelissaN/LCB truly tries to do everything in their power to provide help and trying to solve the issue ... The whole blame is on this terrible casino (terrible at the moment because of such poor service) ... 

Must be very very very annoying all of this for you aswell man BurnSlotMan! I am very angry for you about this whole case !!!

support confirming i still have money with them...

Hey Mikey ;) i really appreaciate ur support, and the support of this wonderful site. as ive said before, thank god for people like melissa & company, without them we wouldnt stand a chance against these companies. im trully grateful for their help, and yours ;)

Hello BumSlotMan,

Thank you for your kind words! We're still trying to get in touch with this casino, since we have couple of other complaints on the forum as well. If we hear back from them regarding your case, we'll let you know. Please let us know if you receive a reply from them or from their licensor.

hi,

 none of my emails around this company was ever replied to.. :/

here is screenshot of support confirming i got paid out partialy and that other funds should be paid out too...

Hi everyone ;)

i would like to ask our dear mediators if the license issuers ever responded to them on any case you have with them?

[email protected]

[email protected]

Its unbelivable how every message of mine to them was ignored completely. Ive wrote them again today, asking them clearly to respond to my mails.

I guess casollo also never replied to any of you inquiries?

ty

Hello BumSlotMan,

We don't contact licensors regarding the players' complaints, but we do when we're checking the license validity and they always respond.

Unfortuntely, Casollo still hasn't replied to any of our emails.

Hi Sydney,

ok. i understand. Did you check license from casollo.com? As far as i can tell, it is valid, right?

ty

Hi BumSlotMan,

Yes, their license is valid.

Ok, thank you.

Its so frustrating that the regulating body does not respond to my emails and complaints. Their function is suppose to be just that. Communicating and protecting the players...but as it seems they only help these scammers...Not saying thats a fact, but it does feel like it.

These casinos around Stage5 company should be black listed emediately!

Hello BumSlotMan,

Yes, I totally agree with you. We're going to consider adding some warning for this brand if it continues like this.

I think a warning is at its place right now ... Why wait until more players get denied any good service from this horrible casino?!

We have 2 forum members that got some nice winnings and in the end ... didnt get it after all ... I can only imaine how bad that must feel ... !!!

Hi everyone,

the casollo representative on Casino Guru has finally responded after CG prolonged their response time for 1 week. I cant belive how manipulative they are, and frankly not the most shiny crystals on the chandelier, as they keep forgetting i have everything on record.

After the rep pushing back on my claims saying that they cannot comment on this case because im their affiliate partner (was), and that this case should be considered solved, because they have paid me out(1k out of 7.1) I have emediately replied, denied their claim and provided screenshots. As expected they didnt reply back....

***ive realized i was the sum they owe me is larger than 5.1k i was stating in my previous posts....Ive got confused by the fact that i had 2k in withdrawal pending while the account still had 5.1 k on. I was paid out 1k so there should be 6.1k left to payout.

Hello BumSlotMan,

Thanks for letting us know. Please keep us updated.