The player from Germany informed the casino multiple times that his Postbank account does not accept payments from casinos due to blacklisting. Despite this, and having provided screenshots of transactions from his virtual credit card and Apple Pay, the casino has yet to resolve his payout issue.
Asino Casino - Player’s payout processing is blocked by his bank.
Amount: €5,000
Asino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
3d 0h 27m 15s
Case summary
yesterday
Public
Public
5 days ago
Translation
I have already explained to the casino 3 times that my Postbank account does not accept payments from the casino because it is blacklisted by my German bank. Although the casino accepts German players, I thought it wouldn’t be a problem. Furthermore, I sent screenshots of payments made from my virtual credit card and through Apple Pay. But the team does not understand that a virtual card does not physically exist. One gets VIP status, deposits thousands of euros, but now has to fight for a payout and finding a solution.
Automatic translation:
Public
Public
5 days ago
Dear Cano82,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you already submitted 3 withdrawals from the casino but none of them reached your bank account? Have these winnings been returned to your gaming account?
Do you have any other payment methods available for withdrawals in the casino?
Could you please advise if you passed the full KYC verification? Have your proofs of payment not been approved due to the fact that you deposited with a virtual card?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
4 days ago
Translation
Hello,
Veronika, after you successfully verified my account today and ignored another deposit, you simply closed my account and wrote that you would pay my money into a reference account.
We're talking about 5000 euros and you simply close the account because I won money, probably to make me wait and not send any money at all!!
you confirm at 1pm that your account has been verified and payment is made, only to have your account deactivated 3 hours later without giving a reason!
now no one answers me by mail or chat!! Just because you try not to give me my money after complete verification of identity payments and address
you win money from poor people but don't want to pay anything when you lose. Incredibly simple
Automatic translation:
Public
Public
yesterday
Translation
Meanwhile, the casino has received my new bank details and will transfer the money to my Revolut account. That is at least the statement
I will ask customer support again live on Wednesday.
I was surprised at the response
I'm curious
Automatic translation:
Casino Guru is examining the case
