The player from Austria claimed that despite making over 40 deposits and verifying their account, they experienced delays in withdrawing their winnings of 3500€ via Skrill. The player was upset about the casino's inconsistent information about the payout process. The player also expressed frustration over the casino's request for additional documents after their withdrawal request, questioning why these weren't asked for during the deposit process. We attempted to clarify the situation and asked for further information, but the player did not respond. As a result, we couldn't investigate further and had to reject the complaint.
Asino Casino - Player complains about misleading withdrawal information.
Amount: €3,500
Asino Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I've made over 40 deposits! I am verified and my bonus has been wagered! I waited 30 hours after my successful verification for my withdrawals! What certainly isn't true here is that you get withdrawals in 10 minutes! I canceled the 1,000€ withdrawal and turned it into 3,500€! Then, an agent told me that the 1,000€ had been paid out, but it's up to the bank. Interestingly, I paid out with Skrill, not with the bank. So how could it have already been paid out if I was able to cancel the withdrawals?! Such deceit, really! I will wait for today. If my money doesn't arrive, I will pass it on to my lawyer and sue you for misleading me!
Automatic translation:
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9 months ago
Dear Samanstreetlife,
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.
- Could you please post a screenshot of how the withdrawal appears in your transaction history in your casino account?
- Was the support the only source of information when it comes to this withdrawal in particular?
- Please understand it might take up to multiple days since a withdrawal that is processed by the casino will appear on your bank account or e-wallet.
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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9 months ago
Translation
I had to wait 30 hours for my withdrawal! But when I asked, they canceled the request not even after 20 minutes and demanded a document which I submitted! Now suddenly they need longer. What I don't understand is why they don't ask for any documents when making a deposit. How illogical is it when I deposit over 40 times and wonder whether the Skrill account is really mine!
Automatic translation:
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9 months ago
There are only several licenses in the world that make it mandatory for the casino to complete account verification before any deposits are made.
This casino is licensed under Curacao Antillephone which doesn't enforce this obligation, therefore verification is requested only when a withdrawal is requested.
Could you please explain if you requested a withdrawal again?
Have you completed account verification successfully?
