The player from Germany informed the casino multiple times that his Postbank account did 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 had yet to resolve his payout issue. The player’s account was verified and then closed by the casino, leading to concerns about a €5000 withdrawal. Eventually, the player received his money in full, and the complaint was marked as resolved by us.
Asino Casino - Player’s payout processing is blocked by his bank.
Amount: €5,000
Asino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months 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.
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5 months 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
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4 months ago
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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
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4 months ago
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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
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4 months ago
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Dear Cano82,
We have thoroughly reviewed your interactions with our technical support team, as well as your concerns regarding account suspension and withdrawal issues. We would like to provide you with a detailed answer to each of your questions to clear up any misunderstandings.
Regarding your interactions with our technical support specialists, we would like to note that all your queries in the chat were answered promptly with up-to-date and complete information. You received a response from our specialists within a few minutes.
The withdrawal requests you made between June 25th and June 27th were cancelled as account verification was required. After you submitted all the required documents, your withdrawal request of 4000 EUR was successfully confirmed and processed from our side on June 28th. The funds are currently on the payment system's side. Please note that according to the WITHDRAWAL POLICY "All withdrawals via bank transfer will generally be processed within three to seven (3-7) banking days."
Regarding the verification of your profile and the documents requested by our experts, we would like to emphasize that the safety of our players is our top priority. Moreover, as a licensed casino, we strictly adhere to our Terms and Conditions. In the "WITHDRAWAL POLICY" section of our Terms and Conditions, which you agreed to upon registration, it states: "The casino reserves the right to verify your identity before making withdrawals and to hold any refund or withdrawal for the period needed to verify your identity", and in the ANTI-FRAUD POLICY section: "To verify the player's account, the casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic script."
Regarding the suspension of your account, please note that the closure was made by a decision of the management. This decision is final and your account cannot be reopened.
Regarding the refund of the remaining balance, this matter has been escalated to the relevant department and we are awaiting a response. We will stay in touch with you to address any further concerns and update you on the status of your withdrawal and refund.
Best regards,
Asino Casino
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4 months ago
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You have received all the data and have already successfully verified my account. So you are contradicting yourself.
The responsible department could have approved the transfer long ago.
The account was fully verified before deactivation. That tells you everything.
We are waiting for processing, that's not a service. They just say we're taking our time. They say I should receive the money in 3-5 working days. But how is that supposed to work if they don't authorize my 5000 for payment within 3 days.
I deposited 3000 euros in 2 days, but you can't create a verified account to withdraw just because I won 5000.
Kind regards
T. D.
Edited by a Casino Guru admin
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4 months ago
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This alone shows that the procedure or review had already been carried out long ago.
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4 months ago
Dear Asino Casino Team,
Thank you very much for getting in touch with us and explaining the situation thoroughly.
Dear Cano82,
The casino stated that your withdrawal request of €4000 was processed on June 28. Please keep in mind that usually, we recommend players wait up to 14 days for the winnings to appear in their account.
Could you please specify what was the remaining balance in your account when the casino decided to close it permanently?
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4 months ago
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Hello,
I have to apologize to the Asino team: I think it was due to my language barrier and the unexpected deactivation of my account by management. Otherwise, I have now received my money in full and I must say that everyone kept their word.
I can recommend the casino even though I am no longer allowed to play there myself.
Kind regards
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4 months ago
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Dear Veronica,
Thank you for your help in resolving the issue.
Dear Cano82,
Thank you for providing all the necessary information for the successful withdrawal of funds and for promptly informing our support team and Casino Guru representatives about the receipt of funds in your account.
Best regards,
Asino Casino
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4 months ago
Dear Cano82,
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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
