(05:06) Casilando: Hello. Please fill in your details below.

(05:07) Customer Full Name: A Customer
Email Address: A.Customer@gmail.com

(05:07) Casilando: Thank you for reaching out.

(05:07) Casilando: Please hold, you will be connected to an agent as soon as one is available.

(05:08) Kelly: Hi there 😊️

(05:08) Kelly: You're through to Kelly and I will be assisting you today.

(05:09) Customer: Hi, Just wondering what is happening with my account and the balance which i think was £1680

(05:11) Kelly: I would gladly look into your query for you.

(05:11) Kelly: Please confirm your full name and email address.

(05:11) Customer: A Customer - Customerminaee7@gmail.com

(05:12) Kelly: Thank you for confirming Customer.

(05:13) Kelly: Please allow me a moment to review your account.

(05:14) Customer: ok

(05:14) Kelly: Thank you for your patience 🌸️

(05:16) Kelly: We have reviewed your account and can see that you were previously requested to provide your outstanding documents. Kindly refer to the email sent to you by our Accounts Team on 26 Feb 2026 and respond directly to it in order for our team to proceed with the review of your manual cash out request.

(05:16) Kelly: Please check your Spam and Junk mail as well.

(05:19) Customer: Thank you Kelly.
Just so I understand the position clearly:
1. Can you please confirm the current balance on my account? from memory it was about £1,680
2. Is that balance currently being withheld until I provide the requested documents?

(05:22) Kelly: The exact amount is 1,875.79GBP
Please refer to the email requesting your documentation and provide this in order for us to proceed.

(05:24) Kelly: Is there anything else I may assist you with today?

(05:24) Customer: Thank you Kelly.
Just to confirm clearly:
Is the balance of £1,875.79 GBP currently not accessible to me and being held until I provide the requested documents?

(05:26) Kelly: We require the documents in question in order for our team to proceed with your request. 
This is to satisfy our licence obligations, routine security checks and to safeguard the integrity of your account as per the terms accepted by you when joining our casino. 
https://www.casiland

(05:26) Kelly: https://www.casilando.com/en/terms-conditions

(05:26) Customer: Thank you Kelly.
I understand the document request.
However, I just need a clear answer to the question I asked.
Is the balance of £1,875.79 currently accessible to me, or is it being held pending the completion of these checks?

(05:27) Kelly: We would only be able to proceed with your request once the requested documents have been provided.

(05:27) Kelly: Is there anything else I may assist you with today?

(05:28) Customer: WAIT!!! DONT RUSH ME!!!

(05:28) Kelly: Please elaborate on how I can further assist you.

(05:29) Customer: Thank you.
Just to confirm clearly, based on your response:
I am currently unable to access or withdraw the balance of £1,875.79 until I provide the requested documents, is that correct?

(05:29) Kelly: We would only be able to proceed with your request once the requested documents have been provided.

(05:30) Customer: Thank you Kelly.
Just to clarify, I have not made a withdrawal request. I self-excluded my account.
So I would like to understand clearly:
Am I currently able to access or withdraw my balance, or is access to my funds restricted at this time?

(05:31) Kelly: A manual cash out request was escalated for your funds as you no longer have access to your account.

(05:32) Kelly: We require the documents in question in order for our team to proceed with your request. 
This is to satisfy our licence obligations, routine security checks and to safeguard the integrity of your account as per the terms accepted by you when joining our casino.

(05:34) Kelly: Please refer to the email requesting your documentation and provide this in order for us to proceed.

(05:34) Customer: Thanks Kelly,
I just wanted to clarify something regarding self-exclusion.
On the day I contacted your team to self-exclude via live chat (26 February 2026), I had actually attempted to self-exclude earlier during my session, but I was unable to find any option to do so within the account interface.
Could you please confirm whether, at that time, there was any way for a user to initiate self-exclusion directly through the account without contacting support?

(05:41) Customer: are you there?

(05:43) Kelly: Please allow me a moment while I connect you with a Senior Host.

(05:45) Mason: Hi Customer, I will be assisting you further.

(05:45) Customer: Thank you Mason

(05:47) Mason: We note that should you visit the responsible gambling link https://www.casilando.com/en/responsible-gambling which will provide you with a list of our responsible gambling tools along with the option to have a self-exclusion applied.

(05:48) Customer: Thank you Mason.
I have already reviewed that page carefully.
The page describes self-exclusion as something that can be applied by the user, however within my account interface under responsible gambling, there is no self-exclusion option available, only limits and time-out.
So just to confirm clearly:
At that time, was there any way for me to initiate self-exclusion directly through my account without contacting support?

(05:49) Mason: Yes, I can confirm that our site does allow you to initiate a self-exclusion on your end. Should this option be difficult to locate, you would need to this our FAQ page which would also allow you to setting a self-exclusion.

(05:50) Customer: Thank you Mason.
I just want to make sure I understand this correctly.
Based on what you’ve said, you are confirming that there is a self-exclusion option available within the account interface that allows a user to initiate self-exclusion themselves.
Could you please confirm exactly where this option is located within the account, including the specific section or path, so I can understand how this is accessed?

(05:52) Mason: On my end, when I follow the responsible gambling link, and head down to the Self-exclusion section, it states "To initiate self-exclusion please click here [https://www.surveymonkey.com/r/v2_casilando]."

(05:53) Mason: This redirects your to a page where a self-exclusion page populates.

(05:53) Mason: Should you have issues with initiating the self-exclusion here, you could also visit our FAQ page where it would also re-direct you to setting a self-excluion should you wish.

(05:55) Customer: Thank you Mason.
I have followed that link, and it appears to direct to an external survey form rather than an option within the account interface.
So just to confirm clearly:
Is this survey form the only way for a user to initiate self-exclusion themselves, rather than having a self-exclusion option directly available within the account settings?

(05:56) Mason: Upon completing the survey, it asks your reason with how long you wish to be self-excluded for. The survey is a self-help method to apply the self-exclusion on your end.

(05:57) Mason: This is directly apply a self-exclusion.

(05:57) Mason: I am happy to provide you with this information, however I can confirm that your account has been placed under an Operator Exclusion. Please also note that this exclusion extends across our entire network and you have also been blocked from further registrations.
We would advise that if you have not already done so, that you seek free support from gambling related organisations such as Gamcare (www.gamcare.org.uk) [http://www.gamcare.org.uk)] or BeGambleAware (www.begambleaware.org) [http://www.begambleaware.org)] or you can call the National Gambling Helpline free on 0808 8020 133. There are also more general support agencies such as the Samaritans www.samaritans.org [http://www.samaritans.org] who provide support 24 hours a day, 365 days a year, and who you can call for free on 116 123. 
We would also like to draw your attention to the following link, which gives details of an online multi-operator self-exclusion scheme, which enables you to sign up and automatically be self-excluded across most UK operators: https://www.gamstop.co.uk 
Additionally, we encourage you to install Betblocker: www.betblocker.org [http://www.betblocker.org] which is a gambling website blocking software. 
We also advise that you contact other operators that you may hold accounts with and self-exclude from those also.

(05:58) Customer: Thank you Mason.
Just to confirm clearly based on your explanation:
There is no self-exclusion option available directly within the account interface, and the only way for a user to initiate self-exclusion themselves is by completing an external survey form, or by contacting support, is that correct?

(06:01) Mason: I'm sorry, that is not what I said.

(06:01) Mason: The reason I gave you the link route is that you are currently restricted by logging in, and you would not be able to visit your account interface, however I can confirm that you can set a self-exclusion when you're logged in.

(06:02) Customer: Thank you Mason.
Just so I understand correctly:
You are confirming that when a user is logged into their account, there is a self-exclusion option available directly within the account interface.
Could you please confirm exactly where this option is located within the account, including the specific section or path?

(06:03) Mason: Are you currently logged-in to an account?

(06:08) Customer: Thank you Mason.
I have reviewed your Responsible Gambling Policy carefully.

The policy describes a process where the user completes the self-exclusion themselves by selecting a period and confirming it, and states that contacting support is only required if the user is unable to complete the automated process.
However, based on what you have explained, there is no option within the account interface to do this, and the only methods available are an external survey form or contacting support.
Could you please clarify how the process described in your policy is actually completed by a user within the account interface?

(06:10) Mason: This is very concerning, as your account is already under an operator exclusion, your descriptions gives me the impression that you're currently logged-in to an account. Are you currently logged-in to an account?

(06:13) Customer: I’m not asking about my current access.
I’m referring specifically to my session on 26 February 2026.
At that time, I was logged into my account and checked the Responsible Gambling section, which only displayed options such as deposit limits, curfew limits, time-out and reminders, and there was no self-exclusion option available.
Based on your explanation that users can initiate self-exclusion within the account, could you please explain where within the account interface this option was available at that time?

(06:18) Mason: Thank you for providing that clarification, and yes I would like to confirm that there is a Frequently Asked Questions page within the interface, should you not locate the self-exclusion page, you could click on the FAQ page which would re-direct you to another section of what is most frequently asked, one of the questions is 'how to self-exclude' this will re-direct you to a section where you can set a self-exclusion.

(06:20) Customer: Thank you Mason.
Just to confirm clearly based on your explanation:
There is no self-exclusion option available directly within the Responsible Gambling section of the account interface, and instead a user would need to navigate through FAQ links or external pages in order to initiate self-exclusion, is that correct?

(06:20) Mason: The FAQ is within the account interface.

(06:21) Mason: That is incorrect.

(06:22) Customer: Thank you Mason.
I understand that the FAQ is accessible within the account interface.
However, I am referring specifically to a direct self-exclusion control within the Responsible Gambling section, similar to the other tools such as deposit limits and time-out, where a user can select a period and confirm the action immediately.
Based on your explanation, it appears that self-exclusion cannot be applied directly within that section, and instead requires navigating through FAQ links or external pages.
Could you please confirm whether there is a direct self-exclusion option within the Responsible Gambling section itself?

(06:25) Mason: The FAQ would only be used/needed in instances if you're unable to locate the self-exclusion section. I can confirm that there a self-exclusion option in your account interface like with all our other responsible gambling tools.

(06:29) Customer uploaded: 26-02-2026.png

(06:29) Customer uploaded: 2-26-02-2026.png