Casinochan - Player’s struggling to receive her winnings.

I won 3000 without bonus and there is no way for me to withdraw the money. I have tried every possible way and nothing works. It keeps asking for an 11 digit beneficiary number. I have tried to withdraw using visa/debit interac transfer and straight credit card and its hopeless.

Dear Tracey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which payment method you have used to deposit funds in to your account? Have you completed KYC verification successfully? Furthermore, have you tried to communicate this issue with the casino. Was any alternative option offered to you? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Sorry it’s now 9700$ I tried playing the 3000$ and ended up at 9700$. Since they would not let me withdraw after days of trying I play to get rid of it and end up winning more and trust me it was not my intention, but I refuse if possible to let them have it back. It’s the worst casino I’ve ever played

Dear Tracey,

Could you please answer the following questions? Which payment method you have used to deposit funds in to your account? Have you completed KYC verification successfully? I’m sorry but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Dear Tracey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I also took pictures of all the screens my history my deposit how many times I tried to withdraw everything

Thank you very much Tracey for providing all the necessary information. I’m sorry to hear that the issue instead of getting resolved got even more challenging. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Its me again any luck with getting my money out? Can you please tell me why they have the right to hold my money and not give it to me when it's mine because I won fair and square, that's the part I don't understand. How can they accept my money but not pay out. Thanks very much

Hello Tracey,

I looked at your case and understand your situation. I will now contact the casino to find out what the problem is. You will be notified as soon as the casino responses. I would like to ask the Casinochan to reply to this complaint.

Dear Tracey,

Before the withdrawal you need to complete the verification. In order to do that, please upload the requested documents.

To find which documents we accept, in what format, please contact our chat service or check your personal profile, documents section.

So far, as I can see, there are no accepted documents in your profile.

Please note that our support is always there to assist you if you have any questions.

Kind regards,

Casinochan.

Hello Tracey,

Please upload all necessary documents in a good quality and a as soon as possible to your casino account and keep me updated, thank you.

I have and so has my daughter uploaded my documents they keep rejecting them. I will do so again.

Thank you Tracey, keep me updated on the progress.

Hi Tracey,

Has there been any progress?

Hi no response from the casino whatsoever. They will not release my money no matter what I or we do. If you can get any money from them for me I will gladly share half of what you can get just so they can not keep it. Half to you or to your company. I have done all they have asked, the money is just sitting there 9721.00$. I guess it's a no win situation. I guess I gotta take it as a total write off. Thanks for asking

Hello,

The verification is still pending, we are waiting for the player to provide with the documents.

The verification email has been sent to the player once again.

The player can come to chat 24/7 for assistance in the live-chat.

i have sent the docouments 3 times. I can actually send them to you and you send to them to prove I have done all they have requested. When I check with casinochan it say my doucs are pending which has not changed in months

Hello,

Some documents that you have are not valid, some cannot be accepted before you upload another side of the document.

All been described to you in the email and you are always welcome to request an additional help in the live-chat service.

Live-chat is here to assist and they will do their best to help you with the verification.

Thank you.

Hi Tracey, any news?

No nothing I sent banking license and phone bill but they say that’s not good enough

Hello all,

I haven't found anything new provided by the client for the last month. Tracey, can you, kindly, update me where did you send it to?

ok im going to resend my license my bank information and my phone bill. Its exactly what I sent the last 3 times. Casinochan has done nothing but make up excuses that all the doc's are not right, wrong size or copied, so I do not know what else to do. The thing about this is I won fair and square, so why there doing what there doing is beyond me. I trusted this casino to be fair, I have 9721.00 sitting in my account that they will not release it, so basically i've given up of ever seeing that money which is sad. Even when I chat online with them they play dumb and ask me to try and try again knowing its not going to work. Please just release my money, I did nothing wrong to be punished

I have uploaded the documents again and as you can see, but they always have a reason they cannot accept them

Hello all,

We would like to remind that we do not accept PDF or scanned files.

Tracey, please remember that you can always contact our support team in order to assist you with the verification.

eat shit you lying bunch of assholes. keep them money, you must need it more than me. But remember what goes around comes around because karma is a bitch. She may takes months days or years but she coming, you won't no when or where but when she does you will finally get a taste of what you have done to so many people.

Tracey, please refrain from using abusive language. The only way for you to receive your money is to provide all necessary documents as required. When you finish the KYC, there should be no reason for the casino to delay your payment. I believe it is worth the 3000 CAD.

I have sent the documents over 10 times and they keep coming back declined unacceptable. They will not give a personal name of anyone to talk to and it’s not 3000 it’s 9721.00$ they are never going to release the money the casino is a scam, as this has been going on for months. Your company will never get the money for me. I even sent my documents directly to casinochan using your web address. I even gave my password, licence and banking directly to a message I received through them through your site. It’s a no win the money will sit there forever. I’m not sure what you guys are doing but it’s not working

Sorry Tracey, I meant 9721 CAD. Have you sent the documents in PDF or was it scans? I'm trying to find out what the problems is. If you sent the documents in PDF and the casino doesn't accept them, upload the files in the required format. Dear Casinochan, could you please advise what exactly Tracey has to do to successfully finish the verification?

Sure,

Tracey, please upload:

1. Back side of your ID;
2. Proof of your address, cannot be older for 3 months;
3. Selfie. holding your ID;
4. Proof of the deposit, where we can see the transaction and your name;
5. Bank card from both sides, which you used to deposit. Please leave visible 6 front and 4 back digits visible, also please cove the CVV code on the back side.

If you need our assistance, you are welcome to ask, we work 24/7.

ok ill redo everything again. thanks

What you mean proof of the deposit? What deposit exactly

Hello Tracey,

By proof of deposit, we mean deposits via Interac. 

A proof of deposit - a screenshot of bank transaction on which we can see the amount deposited and date of transaction.

It would be great if also your name would be visible on that screenshot.

Hi Tracey, any news?

Same as usual not the right info , size, etc so they declined my withdrawal. its a scam i'll never get the money, I no that now so I dont care anymore

Hello all,

Tracey, your last cashout request was over a month ago, nothing was declined.

We have sent you an email of what else you need to upload.

You may contact me here or the chat service for assistance at any time.

Thank you.

Kind regards,

Casinochan

I have uploaded downloaded sideloaded backloaded everything you have asked many times over, infact last week with me holding my documents to prove its me and its still not good enough so why do you keep this going, when you have everything and you still will not release the money, its a scam. Your never going to pay me out, its just an on going joke to you guys. I don't care anymore, the money was never real and never mine it does not exist. Keep it at the scam casino. I don't care what you do with it.

Dear Tracey,

We once again asking you to check the email, you will find the explanation, of what you have left to upload to cashout your winnings.

Please note that you can get our support 24/7 on the website.

Kind regards,

Casinochan

the only other thing to upload is the back of my licence. but its also the fact that when i try to withdraw it will not let me because of the set up. you no this and you no the money will never be released. you have all my info you could just overide it for me and send a check or just put it in my account but you will not ,so stop play your trying to help me game. you keep sending the same email knowing the money is not real and i will never see it, its just another scam you people play, like i said keep it ,it was never mine to begin with because it was never a real win from a real online casino.

also im not complaining or bothering you or even asking for the money, its over and done with, just let it sit or you take it or just wipe the slate clean, i dont even think of it anymore unless i get a pretend email from Vlad who also does not exist

Dear Tracey,

You are almost there, there are not much left to complete the verification.

Within few minutes you will receive an email with the remaining instructions, after you complete it, the verification will be completed.

Thank you for your patience.

Kind regards,

Vlad

Casinochan

So you want just the back of my license and it’s done?

Dear Tracey,

I am unable to discuss this information on the forum, all I can tell you is that you need to upload the document, that been requested by the email.

Thanks.

Best regards,

Vlad.

What is a beneficiary number I’m trying all my numbers and nothing works and it’s asking for 11digits

Hey Vald did everything you said still can’t get the money out.

Hey Tracey!

The document was approved. All you need to do now is to set the cashout.

Kindly, go to payments and choose the Bank International Transfer or Interac for the cashout.

Please note that you cannot cashout more than 4000 CAD per day.

Please let me know if additional assistance is required.

Kind regards,

Vlad.

Vlad did everything that I was told to do, it looks like it worked, if the money actually goes through and into my account then I apologize for all the mean rotten nasty things I said, but if for some reason something goes wrong like usual with you guys then I take it all back. This has been one of the worst ordeals of my life playing at casinochan, I have never experienced anything so difficult ever. I hope this works, thank you for your time and patience with me I no it was difficult, I'll let you no what happens in a week or so. Again thank you Tracey

Vlad had to cancel withdraws 3 or 4 times because i forgot 1 number of my account which would cause problems for me, I hop I entered it right.

Hi Tracey,

Please let me know when you receive your withdrawals.

ya lets see if it works last time said the same thing couple days later came back declined as usual this has been going on since early may

Peter, quick question that I never asked, what does Casino Guru get out of helping people get there winnings?

Nothing really in sense of reward, but it helps us building up our authority online.

Also thank you for sticking by me, your the only person I heard from the Guru's the most, and I have no problem paying you for a fee for helping me because without you there for me Casino Chan would never have gotten back to me. I have tried to withdraw 8,000$ 2 seperate days $4000 each try, not sure if I'll get it or how long it will take. Thanks

Can rewards be offered to the person who helped you?

Don't worry about it, I'm glad to help. I believe the hardest part is over, now we just have to be patient.

Serious if the money arrives I would like to thank you for your help, once I get the money I will gladly send you some for a job well done as long as I don't cause you any trouble by doing so. The company you work for should have no problem with this that I would see. This whole site is about helping people get there winnings from these online casinos. It's all about the money.

That's very nice of you Tracey, but we can't accept money from the players. Let me know when you receive all your winnings.

I will do just that, I'm sad to hear that you can not accept a reward for a job well done. Many many thanks for all your help.

We received the following reply from the player:

"Peter, I received 2 emails saying awsome they accepted everything I sent them and when I made the withdrawl for 4000 they said it went through fine, so ive been waiting for the money i check back with the casino and they put the money back into the casino and never sent an email explaining what happened or why they did that. So they lied once again, also they said I could only take 4000 a day so thats what i did but they canceled both withdrawls."

I would like to ask Casinochan for an explanation.

Hi Tracey, has there been any news?

I would like to ask Casinochan to reply to this complaint. I'm extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hey,

Tracey made few cashout, providing with the incorrect banking details, so funds has returned and whole cashout process delayed (we accept, psp process, psp reject the cashout, we receive the funds back and add back to Traceys account)

However, we found the mistake in the provided details, asked to change it to the correct one and processed again.

Now, there are some funds are still missing, we need to wait if it will return to us.

Well they said everything was approved and the money was sent out on july 6 its what they said, yet I have received nothing as of yet, they told me 5 business days and when I check my account at the casino and it say approved and the money is gone I just have not gotten it so i'm waiting, they said if I dont get it by the 11 0r 12 to contact them

i just got an email from them 2 seconds ago telling me there was a problem and the money was sent back to the casino, I new they were going to pull this crap, more banking problems. there full of shit they will never give me the money

Ok, noted.

To start the investigation, please provide us with the bank statement with all your incoming transaction from July 6.

Please send it to support@casinochan.com

Also, please add a note that you never received a cashout, which was already approved on July 6.

Thanks.

Vlad this is the same excuse as last time, some problem with the banking and its always on my end. Its bullshit and you no it, everything was good until the last minute then all of a sudden problem, you will never release the money. I have sent my banking and documents so many times its sad. so what now is the problem?

Why your going to come up with some other excuse. I will wait the week, check daily for the money only to be let down again and again, then told everything is good go all through this again and all for nothing. You will never release the money you will always find an excuse

OK,

I have explained everything, that need to be done in order to start the investigation. We are always up to assist the player.

Thanks.

Ok all sent and done now what

So how long now do I wait before I get the money? Another 5 business days

How can the money go missing from a straight transaction just sending a transfer from one to another

What does a new ticket has been solved mean?

Peter there playing me for a fool. At the exact last minute something always goes wrong and the money is sent back to the casino, never any warnings or emails.

Ryan or Vald, if the money is not in my bank account, and I don't see it at the casino where is it? Why 5 business days when it's a straight transaction? Will I receive the money anytime soon, could you kindly let me know as this has been going on since May.

Could you at least let me no what is going on with the money since it does concern me and I have been waiting since last week. Nothing has ever been deposited to my account from you people at casinochan. So kindly send me an email with some update so I at least know what is happening as it is only fair and this is my second request. Was the information I sent good enough? please let me know as I was really counting on everything be a straight forward process as I followed your instructions on how to withdraw to a T

Hey!

Please provide with the bank statement, from July 6 till today, so we can start the investigation regarding your funds.

ok Sending now but is there anything else that I have done wrong or that you need or are we all caught up till they come up with something else

Hi Vlad and Tracey,

Hope this issue will be solved soon, it's been already a month. Tracey please keep me updated about the progress.

Will do many yhanks

.This has to be the most ridiculous casino ever, one simple job request transfer money and it can not be done right. I have sent all my banking transactions to you which makes me very uncomfortable along with notes swearing I have never received any monies from you people ever over and over again. I'm sure you can also check on your end if any monies were sent and you could very well see nothing was ever sent. I will not send any more information as it makes me very uneasy as this is all you seem to ask of me, I send it with nothing in return. There is no way there could be anymore mistakes on either end or any new information you could ask for as I have nothing left to give, you have my entire life in front of you, please just send the money to my account as you well no who I am by now, this has gone on far too long for anyone's sake and there is nothing else needed or could possibly be asked. Please no more as you are driving me crazy.

Hello,

Once again, same situation, funds returned because Tracey provided with the wrong banking details.

In the documents of other information we cannot extract correct banking details.

Tracey, you can upload a document from the bank where we can see correct banking details, like a bank statement or bank agreement. Or full information about the bank account.

Or you can set the cashout again by yourself and put the correct details.

Many thanks.

I gave all the correct details, tell me what went wrong, what did I do this time to make this happen. Your guys are liars, everything was right, by law you must tell me what was missing or incorrect so it can be fixed

Dear Tracey,

By law we cannot discuss it here, on the forum, and the information was sent already to you via email.

Please contact the bank to get the correct information from them.

Vlad your a liar. You new this would happen and you also know there is no more documentation that I could send you. Honestly Vlad, your a pretty shitty person to prey upon people the way you do. I'm sure this is a big laughing joke to all at casinochan. Well have you fun. I pray with all my heart that karma comes after you, and when she does my only wish is that you lose everything precious in your life. I know Vlad is not your real name, but karma knows it so don't be surprised when she comes knocking on your door, because if anyone deserves it there could be no one more than you.

Vlad kiss my ass, keep the money and do not contact me again asking for information. Jokes over. Close the case I'm done with casinochan.

Dear Peter,

Kindly, I've done my best to help Tracey, however it went a bit too far.

We will no longer assist customer in this specific case, however, we will continue helping in other cases without any hesitation.

Tracey will be supported via casino support in the estimated order, casino support is available 24/7.

Hoping for your understanding.

Hi Peter, you can close my case I'm done with casinochan. I will send no more information, the money will never be released as it does not exsist. They just keep this going and going. Thank you for your help trying to get my money. I have learned a lesson to never trust online casinos again. You take care and again thank you.

VLAD GO F**K YOURSELF

Hello everyone. Vlad, thank you for your replies. Tracey, please refrain from using abusive language, it will not help you solve the issue. I'm sorry we weren't able to find a solution to the problem, but I accept your request to close the case. If you eventually wish to take this matter further you could contact the Curacao gaming authority, submit a complaint there and see if they can help you: certria@gaminglicences.com. I wish I could be of more help.

Best regards,

Peter