Casinoin - Player believes that their withdrawal has been delayed.

Hello CasinoGuru,

2 days ago on 28.4.203 days ago I tried to withdraw 1300 Euros from Casinoin.

They rejected my request today morning and they didn't inform me about the reason whatsoever.

I asked them several times , but the only reason they gave me was that their specialists are working on it and live support cannot know such information.

Their website promotes "lightning fast withdrawals" and "no KYC", but in a 3 (propably 4 since their specialists are not working on Sundays) day wingspan they cannot even justify a canceled request.

Because I've seen several complaints about said casino on your website and because I don't want to wait for a month+ to withdraw my money I am making this post early.

Thank you very much.

Sincerely yours,

George

Dear polmenakos,

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

Dear CasinoGuru good evening,

After several days of waiting the Casino replied to me accusing me of creating "multiple" accounts and violation of their Term and Conditions. Their accusations are not only misleading and ethically untrue, but came as a result of the actions of several of their own departments.

To be honest I am shocked they even want this case to go public, since in my opinion the way they handled my case is the definition of negative marketing, but after their most recent e-mail they confirmed that they will release their "official statement" here and they are unwilling to solve this issue without 3rd party involved.

Please let me know if I should contact your team earlier and update this topic before 14 days are completed or if I should do it immediately starting from today.

Thank you very much.

Sincerely Yours,

George

Dear polmenakos,

Have you received your withdrawal from the casino yet?

Dear Kristina,

I find it necessary to share my current predicament concerning my communication with Casinoin, and I would like to request your attention and support in this matter. While I have refrained from disclosing the details of our previous exchanges out of goodwill, I feel compelled to provide an update as I await a response from the casino. Unfortunately my winnings are not conpensated thus far.

To Casinoin Management,

I hope this message reaches you promptly and that you take its contents seriously. I have patiently awaited a response from your team regarding the concerns I raised, but unfortunately, no reply has been received to date. It is with a heavy heart that I announce my decision to escalate this matter to the public domain.

It is important for Casinoin to acknowledge that their terms and conditions, as well as my acceptance of them, do not absolve them from adhering to national and international laws. I urge them to bear this in mind when issuing any official statements on the matter.

I have displayed goodwill thus far, allowing Casinoin the opportunity to present their case and reconsider the suspension imposed on my account. However, with time running out, I can no longer extend this courtesy. I have been left with no choice but to make this situation public. This post is your final chance to revert the ban of my account as well as conpensate all my winnings in full.

If my request is not accepted,from this point forward, I will be sharing the details of my experience openly.

By openly I mean that every detail, every mail , every answer I received will be posted here on this post.

Casinoin Management, I implore you to understand the gravity of this situation. Not only does your casino's reputation hang in the balance, but your commitment to fair and ethical practices is also at stake. I urge you to swiftly provide the necessary clarification and take appropriate actions to rectify this situation.

Sincerely,

George

I would also like to add that it is crucial to understand that, both ethically and legally, Casinoin operates as a unified entity. Any actions taken by individual departments within the casino hold equal weight as official statements. I implore you to bear this fact in mind before releasing any statements regarding this matter.

Thank you for your reply, polmenakos. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear polmenakos,

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.

Also I would like to add , that my claim is not for 1,000 euros anymore.

The casino has accused me for breaking its Terms and Conditions , but in my turn I accuse the casino of breaking SEVERAL laws against both European and Curacao laws against Consumer protection , defamation , deceit and please consider this case a start of extrajudicially actions from my side.

Could you please clarify how the value of the dispute has changed and what the correct amount is?

Furthermore, do I understand correctly that after your break, the casino reopened the second (never used) account and you continued playing with this specific account instead of the first one?

Dear Kristina,

I will wait for the Casino's response about the dispute and the claim made.

On the second part, you are correct , they opened the second account, the one never used from me. BUT THEY opened it. I had never an option to contact via phone , I had to do so by filling mail on their form.

Sincerely yours,

George

Thank you very much, polmenakos, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Kristina,

Thank you very much for your exceptional cooperation thus far. I truly appreciate your efforts.

Kind regards,

George

Hello, polmenakos,

I am sorry to hear about your unpleasant experience, and I sincerely apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinoin's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin Team,

Could you please provide us with an explanation of the player's situation in more detail and from your point of view? What steps should the player take in order to unblock the account and withdraw his winnings? Were the disputed winnings won with an active bonus or only from real money deposits?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

Before the Casino makes any official statement , I already agreed that I breached some Terms and Conditions of the Casino , but the Casino holds the biggest part of liability for me "breaching" these Terms and Conditions if not all.

The Terms and conditions are there to protect the Casino and the player.When the Casino invited me to play there on an e-mail they ALREADY knew was a second account made from a mistake, when the Casino opened that account AFTER I reminded them how things are and asked them if it would be more fair to open the "main", IT WAS THEIR CHOICE to open the "second" account. THEY TOLD ME THERE IS NO PROBLEM.I repeat , legally Casinoin is a UNIFIED ENTITY , statements from ANY EMPLOYEE are OFFICIAL STATEMENTS.They are LEGALLY obligated to pay me, it's not about terms and conditions anymore.

Also I want to add that the Casino broke LAWS when they kept spamming my e-mail with promotions when I repeatedly told them to stop.

Terms and conditions under no circumstance overwritte laws , especially STRICT laws for consumer protection.

So , I will repeat , dear CasinoIn , please think carefully liabilities as well, if you have a legal team ask for their opinion on the matter legally ,don't think only about Terms and conditions. And even when it comes to terms and conditions think the spirit of the Terms and conditions , not just raw Terms.

Best regards,

George

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.

Dear polmenakos,

I was contacted by the casino representative by email recently, and I was provided with the details. I asked the casino for more information and evidence, and I am waiting for their response.

I can see there is at least one other account that was registered in the casino (apart from the 2 accounts mentioned in the screenshots of the conversations with the casino's live chat), and that is also linked to you. In addition, the account mistakenly created account was blocked in December 2022 and has never been unblocked.

Although it seems there was no activity on the account blocked in December 2022, there are other 2 linked accounts that used the same device/IP to access the casino and used the same bonuses (including Welcome bonuses). The third account was even created a month earlier than your disputed account, in August 2022, which means it was the first account registered in the casino.

Can you please confirm that the same bonuses were used on both accounts in question? If yes - are you aware that creating multiple accounts and using the same bonuses on these accounts means a serious breach of the casino's terms and conditions and that they are not entitled to the winnings accumulated in this way?

Dear Branislav,

I would like to check the information provided by the Casino myself , since I have not created more than 2 accounts (the extra one I mentioned and the Casino was informed about), at least from my home adress/IP.

And because , trust me, , I am VERY CAREFUL with terms and conditions on ANY CASINO, I know where the Casino is "Going" with this, I would like to add that their term is that:

"Bonuses are limited to one instance per user, IP address, electronic device, household, residential address, telephone number, payment method, email address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces.".

I live in the City and adress that I have proved to the Casino. I live and alone and not with my parents. I have played TWICE from my family's home when I visited them for National Holidays (You can already verify it through dates), from my PC there that I sometimes use , BUT I NEVER used a bonus while playing from there, exactly because I didn't want to violate the Casino's term and conditions.

I am not even sure if that this is the case , but I have some suspicions , since I know that my parents gamble as well and I know that they find new Casinos to play from the same source I do.

But if that is the case I would like the Casino to provide me with the IPs in question and answer the following questions:

a.)Were the bonuses used from the same IPs?

b.)How many times my accounts were active in these IPs and how many times from my Main?

c.)Were the accounts in question created before or after they sent me the promotions I provided?

I will repeat , I am not even sure that this is what is happening right now , but I will contact with my parents to see if this is the case and I will revert with my answer.

Sincerely yours,

George.

I will visit my parents today for weekend. I will come my answer tomorrow after I will ask and learn everything I need to in details.

Dear polmenakos,

I am sorry for the delay. Unexpectedly, I was out of the office for several days.

Do you have any news from your parents?

As for your questions directed to the casino, allow me please to clarify a few things.

The casino was able to support all its claims with evidence, and I also shared only information that was supported by the data provided. The welcome bonus on the first account (the third linked account you did not mention before) was used on December 24, 2022, which confirms your claims about visiting your parents for National Holidays. In addition, it is not so relevant if the same bonus was claimed and used from the same IP address. If both accounts were used by 1 person (clear IP/device match) and the same bonus was used at a different time and/or from a different IP/device - it does not change the situation, and it does not mean that you did not use both linked accounts and did not abuse the casino's welcome bonus offer. Therefore it is forbidden in online casinos, and it is later difficult to prove anything else during verification. The promotion emails do not change the situation either.

From the data provided, it is clear both accounts that used the welcome bonus were, at some point, connected to the casino website from the same IP/device. How do you imagine proving that you have not operated both linked accounts?

Is there a possibility that you registered another account in the past and forgot about it?

In the meantime, I will ask the casino for additional details. Some circumstances are still unclear.

Dear Branislav,

I want to clarify some things. Yes I can confirm that was another account registered to the casino from the IP I played these two days from, but that account was not mine and I will prove it with this post.

1.)The casino term SPECIFICALLY claims that THE BONUSES can be used only from 1 IP/DEVICE etc etc. Since the Casino brings raw terms when it is obvious that there are 2 people and not 1(I will expand on this issue further on my e-mail) , I bring back their terms raw.

2.)Both me and my father are registered AND we both passed KYC on said Casino. The Casino has our addresses,which are not the same. Our addresses match with the IPS we played from. My father lives 3 hours away from where I live. From the periods he told me he played it is highly likely that both accounts were operating at the same time , from IPS that are far away from each other, matching the addresses we registered . As far as I am concerned both me and my father are humans and not some weird kind of alliens , to be able to exist at 2 places at the same time. The Casino could EASILY check that they have a case of father + son registered when they checked their KYC procedures or when they banned me. And they banned me for what? Playing without bonus at my father's home for 2 days out of 100 log ins I have from my IP? I understand that there are cases that someone registers with multiple accounts taking advantage of relatives , but common.... I bought a second home and paid for VPN to match the IP with this area of Greece , to claim a casino bonus?

I understand that the Casino set these rules to protect themselves from scammers ... but that is why terms exist and they have to be applied in good faith.

3.)Let's say that all the accounts were mine (they are not, as you can see I can easily debunk their claims), again it is irrelevant. At the moment ALL ACCOUNTS were closed. Since the Casino INVITED ME (through promotion several times,even when I told them to stop sending them) and since the Casino gave me the permission to play and reopened my account, ESPECIALLY when I mentioned to them everything from start , THEY CANNOT claim the multiple accounts term. The funny thing is that the Casino up to this day is sending e-mails to my father with promotions , while on the other hand they are accusing me of owning said account banned me.

4.)Why would I open multiple accounts , to claim bonuses , when I had already better promotions? Does it make sense?

Finally , as you can see mr Branislav , since day 1 I am acting in good faith. I don't take advantage of terms to use them to my advantage. If I want to force things in my advantage , I can use Laws (remind that to the Casino since they are afraid to participate openly on this case) in my advantage in bad faith as well and if I do so , the amount claimed will not be 1.000 , it will be much more. If this case close without the casino paying what they OWE me fair and square , I will open a new one for other reasons , with different claims , asking other things.

So , dear CasinoIn, before you answer about the claim for the 1.000 euros , please answer to us , have you something to say about your promotions being sent to e-mails and accounts that were blocked and the user asked you multiple times to stop? Do you want to read the GDPR Laws for entities operating in the EU? Or do you want to read the Curacao Laws about this matter before you answer?

This is my final warning to the Casino. I am sorry about my tone , but for 3 + months here I am doing everything in good faith , while the Casino is not even replying officialy to my claim, bringing a term in bad faith, when it is crystal clear that I am not taking advantage of anything.

Sincerely yours,

George

Dear Branislav,

I forwarded to you an e-mail from my father's account (in his pressence and with his agreement) with promotions from CasinoIn.

Sincerely yours,

George

Dear polmenakos,

Thank you for your email.

After gathering all the necessary information, we are closing this complaint as unjustified. There are reasonable grounds to believe we are talking about multiple accounts per 1 user and bonus abuse, which means a serious breach of the casino's terms and conditions and an unfair advantage. The provided evidence clearly shows that more than 1 account was used from the same IP/device, and both accounts used the same bonus offer. It would be very difficult or even impossible to prove anything else.

These are the rules from the casino's terms and conditions where it is clearly stated (available HERE):

"D. ACCOUNT

12. Every player can open only one account per Website..."

3. Bonus crediting and wagering requirements

3.1. Bonuses are limited to one instance per user, IP address, electronic device, household, residential address, telephone number, payment method, email address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces."

It does not really matter if the same bonus was claimed at the point when both linked accounts used the same IP/device. In addition, there are several inconsistencies in your explanations related to your disputed account, the inactive account closed in December, your father's account and promotions (account closure), and the sequence of events with information about reactivation by the casino's customer support.

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside of the thread, thank you very much, Casinoin team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru