The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Casinoin - Player believes that their withdrawal has been delayed.
Amount: €5,000
Casinoin
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Casinoin has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I am having a serious problem with this casino. I have deposited over 10,000 euros in three weeks I can't withdraw with my mastercard they returned it because they have a technical problem they are doing the identification for Sepa Withdrawal and again yesterday they sent me an e-mail that the withdrawal failed I can't withdraw my money please help me because I with them have no idea that this particular casino is worse in Aslipsi.
Automatic translation:
Public
Public
2 years ago
Dear Maria250986,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
You didn't understand I have been trying to withdraw since the 20th of August. After they were happy to announce that it is now authenticated and I can withdraw via sepa for some reason they keep telling me withdrawal failed so you understand I can't get my money please contact them why not i can withdraw my money
Automatic translation:
Public
Public
2 years ago
Translation
This is the third time I have received the email message Upload failed. I honestly can't get my money back. Please help me, I can't figure it out.
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Maria250986. Have you made any successful withdrawals before? Have you tried using an alternative withdrawal method (if there are any available)?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.
