The player from Germany requested the withdrawal divided into 2 installments. Both were cancelled and part of his winnings disappeared. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
Casinochan - Player’s withdrawal has been delayed.
Amount: €1,008
Casinochan
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I deposited 70 euros with the money I won 1008 euros and let it be paid out, of course, it went to the verification during which I uploaded my data such as identification document and proof of address then I canceled this payout because I entered something wrong. When I changed that I paid it out again and it was checked again.
After winning, I deposited another 50 euros to see if I am still so lucky and how it happened I won 550 euros, I also paid this out and that was also checked.
after a short time of half an hour the 550 canceled the payout to continue playing the 1008 were still being checked all of a sudden I look that was canceled and the money is no longer in my account, the 1008 euros
I did a live chat with the staff but he said I gambled it away even though it wasn't the case, he contradicts himself, he says it was canceled because the documents were not complete, so where's the money? Not on my account then he says yes you have gambled it away even though it wasn't the case and I don't know how to proceed and how to clarify
Automatic translation:
Public
Public
3 years ago
Dear Yunus,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. From your message, I am not sure if you passed the KYC or not. Would you be so kind and clarify it for me? Also, did you play with any bonuses, please? If yes, post here the link to the specific offer you redeemed.
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello madam,
I have my documents as well as my ID and proof of address (pay slip)
and uploaded account statements from the last 3 months online. This was rejected because my pay slip was a little longer than 3 months ago and the account statements were also rejected, I don't know why.
I also told the staff there is no problem, I can submit this later.
I didn't use a bonus code or any bonus at all.
With best regards
yunus g ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Thank you very much Yunus for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casinochan to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Hello all,
Indeed, as support said previously, the player did play away all the funds that are in question.
Please note, that the player can request the bet history by emailing us with the bet history request and it will be provided within the established time.
Also, the verification of the account has not been completed yet, due to that the cashout for now is not possible before the verification is completed.
Thank you.
Public
Public
3 years ago
Thank you Casinochan for the reply.
Dear Yunus,
Please request the bet history from the casino and forward it to my email address: peter.m@casinno.guru.
