Casinoin - Casino withholding player's winnings over irrelevant documents.

I played according to the bonus terms and conditions and submitted an initial Know Your Client (KYC) review. However, the casino keeps requesting additional documents which are no longer relevant to my withdrawal or the origin of my funds. The casino is asking for my friend's account information, claiming that the casino has the right to request any information from the players. However, my friend's account details are irrelevant to the casino and my friend does not want his account information to fall into the casino's hands. The casino refuses to pay my winnings until they have received my friend's account details.

Hello thecodguya,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Why is the casino asking for your friend's information, did he ever give you money in order to deposit into the caisno?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick!

The verification process has started on the 14th of August, Monday. It is difficult to find all the documents because Casinoin has closed my account for some reason. However, I check the e-mail for all the attachments I send to the casino and which are accepted and which are not. The casino has requested several different documents and I assume that the personal information and payment documents are accepted, but the problem came with the origin of the money.

I would like to put the documents here, but this is not private, so I can send the documents I have sent through another way if necessary.

The last time I talked to the casino, I told them that I would dispute the matter, because my friend's personal information does not belong to the casino. After this, the casino has closed my account and I received the following message from them:

"Hey

Please note that your account has been suspended for violating several clauses of the company's terms of use, ie: registration of multiple accounts, unfair play and suspicious activity.

The company's security department made this decision after a thorough investigation, which includes a detailed analysis of the account's gaming activity. The result of the investigation revealed the creation of more than one game account and dishonest play, which led to the permanent closure of the account and retention of funds in accordance with the following clauses in our terms of use:

13. If a player attempts to open or has opened more than one account per website, all accounts may be blocked or closed.

Only one account per household, device, IP address, financial instrument is allowed. The Company may perform additional security checks to detect multiple accounts.

10. Fraud, multiple accounts, multiple participations, circumvention of anti-fraud measures and/or unauthorized access, participation in violation of bonus terms and conditions is prohibited.

11. The Company has the right, at its own discretion, to reject a customer who has committed fraud or falsified or attempted to falsify the participation process or the progress of any campaign, or has violated this agreement, bonus terms and/or special terms, or who, in the Company's reasonable opinion, may damage the Company's reputation and brand, or which reputation of any of our group companies.

Please note that you cannot register a new account in our system. Any new account you have created in our system will be blocked and all funds will be forfeited.

Unfortunately, the support team does not have the right to comment on such decisions of the security department."

This is strange because I haven't made multiple accounts for the casino?

You also asked about transfers between my friend and me, and the answer is no. The transfers between my friend and I have not been related to casino gambling. The transfers between my friend and I have been related to private life. For this reason, I don't feel obligated to send my friend's personal information to the casino. Evidence of this can be found in the following documents.

I hope my message clarified the situation and I await your reply!

Regards,

the codguy

Hello thecodguya,

You can forward any additional evidence to nikolas.b@casino.guru.

Can you please advise if your friend which you received money from owns an account in this casino as well? Did you ever play with somebody else from the same device or location?

Dear thecodguya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.