The player from Germany won €800 but did not receive the funds despite being notified that the withdrawal had been processed. Repeated inquiries via email and chat went unanswered, and his account was suspended after he threatened to escalate the issue. We attempted to contact the casino but received no response. The complaint was marked as 'unresolved,' and the player was advised to contact the responsible gaming authority for further assistance. The complaint was reopened upon the player's request. The player confirmed he has received the payment and the complaint was closed as resolved.
Casinado Casino - Player’s winnings are delayed and his account has been suspended.
Amount: €800
Casinado 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello Casinado, where do I even begin? After losing over 10,000 euros in a short amount of time, I decided to let my account remain dormant.
Then, after a few months, I was contacted again and enticed with a free bonus. So, I started playing again. Last week, I won 800 euros and requested a withdrawal as a loyal VIP player.
The day after, as usual, I received an email notifying me that the withdrawal had been processed. I was happy to finally have won something again. Normally, the money would appear in my bank account soon after this notification. But this time, it didn't. Here's where the issue starts. In the chat, there was no interest in resolving this—just standard responses as always. My emails went unanswered when I inquired about which account the money was transferred to. It's still the same account I've been using since the beginning for deposits, but the fact is, despite my complaints via email and chat, not a single response was received. Zero.
Understandably, I became more frustrated, and on June 27th, they ended up suspending my account because I threatened to bring in AskGamblers, lawyers, and so on. But the fact remains that they acted as if they had processed the payout, yet the money is still not in my account today. Please help me. Why did they ignore my emails, which were straightforward inquiries? This isn't normal. Best regards, Rupprecht
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4 months ago
Dear Campermann,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
Translation
well, I've had over 200 deposits and withdrawals here and they were always visible in my account immediately after confirmation. I did wait but I simply didn't get a response from them as to where the money was booked, when it was sent out, etc. There was simply nothing, neither in the chat nor by email nor in the complaint emails from the casino and then it was simply blocked without comment.
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4 months ago
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There is still no money in the account, and I still haven't received an email. It's just in our nature that we can't always be friendly. I've tried, but what they're doing here is just awful. I hope they can help me and protect others too. I can prove everything, including the fact that the money never arrived.
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4 months ago
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Unfortunately did not come, did not respond to requests
and in the end account blocked
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4 months ago
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still no money coming in, nothing more coming
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4 months ago
Thank you very much, Campermann, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Translation
thank you very much but unfortunately I don't believe in that, there are black sheep but nevertheless hope dies last but thank you for the help
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4 months ago
Hello Campermann,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Casinado Casino representative to join this conversation and participate in resolving this complaint.
Dear Casinado Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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4 months ago
Translation
They won't give me the money anymore, not because they can't but because they don't want to. But it's good that this is made public, thank you very much
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4 months ago
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Maybe you can help me where else I can complain or whether a report will help
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4 months ago
hallo zur info das kam heute per email vom casino, die daten habe ich dann auch gleich per email
gesendet
Your request (16179379) has been updated. To add additional comments, reply to this email.
Administration (Casinado)
5 Jul 2024, 13:54 EEST
Dear Günter Rupprecht,
Thank you for reaching out to our Customer Support!
In order for us to proceed with the payment, we kindly ask you to provide us with the following information:
• Full Name (please include all names including middle names)
• Bank Account’s Owner name
• IBAN
• BIC
• Bank Name
• Bank location
Best regards,
Customer Support
This email is a service from Casinado. Delivered by Zendesk
[9LYZWZ-R71X3]
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4 months ago
Hello Campermann,
Please follow the casino's instructions and let me know once you do that.
I'll be awaiting your reply.
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4 months ago
Translation
I did that on the same day, I sent them all the data that they already had, but that wasn't OK either, I paid in hundreds of times, they got the data, but I don't want to put it here Email
• Name of bank account holder Rupprecht Günter
• IBAN
• BIC
• Bank Name
• Bank location Nuremberg
the rest was also filled out correctly and sent to them immediately, that was almost 10 days ago
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
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I also need help please what else I can do it has to stop that players are ripped off like this
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4 months ago
Dear Campermann,
I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at stefan.m@casino.guru.
Kindest regards,
Stefan, Casino.Guru
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3 months ago
We’ve reopened this complaint at the request of Campermann. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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3 months ago
Dear Campermann,
Could you confirm if you have received the 800€?
I'll be awaiting your reply.
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3 months ago
Translation
yes I received the money yesterday after countless complaints on my part. From my side
That's it, but I'll never play in this casino again ...........
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3 months ago
Dear Campermann,
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,
Stefan
Casino.Guru
