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On 12/7 I requested a payment of $1000 (the most allowed) from a balance of $1337. On 14/8, over a month later, they paid $150.

I ask Livechat why and they said they would get back to me via email.

No reponse. On 8/15, 8/16, and 8/18 I ask via email again, why and where is the rest (my casino account balance is $0.01 now by the way). No reply to any of those emails.

Hopefully this complaint will get them to reply.

Thank you!

Dear SGDEVIL88,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand the casino confiscated the rest of your $337 left on your account as well as reduced your withdrawal?
• Has the casino explained or sent any justification for its actions to you?
• Could you please advise if you ever deposited in the casino and how much was your last deposit?
• Could you please explain if you achieved your winnings with the help of bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear SGDEVIL88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry I didn't notice this request!

Here are the answers:

Do I understand the casino confiscated the rest of your $337 left on your account as well as reduced your withdrawal?

I had a balance of $1337. They paid $150. So there is $1187 missing.

Has the casino explained or sent any justification for its actions to you?

No, absolutely no communication despite numerous attempts detailed in my initial post.

Could you please advise if you ever deposited in the casino and how much was your last deposit?

I have deposited, I believe $370, and my last deposit was $70 I think.

Could you please explain if you achieved your winnings with the help of bonuses?

No it was a cash deposit.

Thank you! 🙂

Thank you very much, SGDEVIL88, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello SGDEVIL88,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite CandyLand Casino to join the conversation.

Dear CandyLand Casino,

Can you please provide more information on why was the player's withdrawal request not processed in full? As you have so far paid the player only $150 what happened to the rest of the player's account balance?

We would like to ask the 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’ which may negatively affect its rating.

Dear SGDEVIL88,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Although in the casino T&Cs is mentioned that they have a Curaçao license we were not able to confirm this, but you can still try contacting the Curaçao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru