The player from Germany, who had been previously banned from several casinos due to gambling addiction, deposited and lost €800 at a new casino. The issue was resolved as the player confirmed receipt of the €800 refund, and the complaint was marked as resolved.
Asino Casino - Player awaits refund after account closure due to gambling addiction.
Amount: €800
Asino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Asino Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- When was the last time you were in contact with casino support?
- Have you received any status updates regarding your refund?
Please note issuing a refund might take longer than a regular cashout of winnings. In our experience, refunds might take 30 days, up to 90 days due to factors often outside of the control of the casino.
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
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4 months ago
Translation
Hello, I had contact today. I've been told every day since Monday that I will receive the money and that I have to wait. But it hasn't arrived in my bank account yet.
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4 months ago
Translation
Dear Alineb1991,
We are very sorry to hear about your problem. Your account was blocked immediately by our specialists after you reported your gambling addiction to us.
The refund process takes some time and according to the REFUND POLICY section in our T&Cs, "Withdrawals may be suspended until the account is fully verified." We received a response from the relevant department today and the refund of 800 EUR was promptly and successfully approved and processed from our side.
Thank you for informing Casino Guru representatives and us in a timely manner about the receipt of funds.
Best regards,
Asino Casino
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4 months ago
Dear Alineb1991,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and Asino Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
