The player from Portugal is upset because after making a deposit via bank transfer, the casino didn't provide the same method for withdrawal. Despite making another deposit through JETON hoping to withdraw winnings, no withdrawal methods were available. The player lost all funds and closed the account, therefore we were forced to reject this complaint.
Casinoin - Player cannot withdraw winnings due to unavailable withdrawal methods.
Amount: €420
Casinoin
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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10 months ago
Translation
Lousy casino!!!
Never in my life have I seen this in any casino.
I opened an account... I made a deposit by bank transfer. When I went to withdraw some of my profit to my astonishment, there was no method available for withdrawal!!
I spoke with the chat where they told me that I had to make a withdrawal through the same deposit method but that unfortunately they did not have a bank transfer. In order to withdraw any winnings, you would have to make a deposit in another method. So far, it's a so-called normal situation, although I already think it's not acceptable!! if they have the method available for deposit they should have it for withdrawal too!!!
I made a new deposit through JETON so that I could finally withdraw some of my profits. What happened next? Anything!!! I still didn't have a single withdrawal method available!!! 1 single!! nothing was possible to carry out any survey by any method, because there was still no possibility of choice!!
What they told me in the chat was that the responsible department was going to check the possibility of opening this withdrawal method, until then I would have to wait!!
A casino that won't let you withdraw profits, even if validation is pending??? does not have any method available for withdrawal. what joke is this????
Miserable! I lost all my money, and closed the account of course! Note zero!!!
Automatic translation:
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10 months ago
Dear Miidelgado,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.
Do I understand correctly that you lost all winnings you initially wanted to withdraw?
Thank you in advance for your reply.
Best regards,
Kristina
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10 months ago
Good day,
We would like to comment on what happened to clarify the situation from our end.
Kindly note that the Casino did not mislead the customer, and we are sincerely sorry the customer feels this way.
The customer made a deposit on the 28th of June via bank transfer and reached out to support the same day to withdraw winnings. As per the Limits & Fees section available for everyone on the site: "Funds will be withdrawn using the same payment method/card that was used for deposit, if supported. Please note that card withdrawals may not be available for all countries. For more detailed information, please contact our customer support team".
Therefore, the customer was recommended to attach an alternative payment method to be able to receive the funds. When the customer successfully did it and notified the customer support, the request for the funds transfer was escalated to the payments team for processing. However, the customer continued playing and unfortunately lost her funds within a few hours of the request escalation, and before it was processed.
According to the T&Cs:
6. The time for the withdrawal to be finalised may vary due to the circumstances but a withdrawal attempt should be approved or denied within 5 business days. A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds ten (10) business days.
We understand how the customer is feeling right now, however the company can not be responsible for the customer’s decision to keep playing instead of waiting in the queue for the request processing.
We are truly sorry, and we’d really like to help with this issue, however our actions were in line with the company’s policies.
Best regards,
Casinoin Team
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10 months ago
Translation
I'm not complaining about the processing time. I am complaining that there is no method available for ordering. There was no icon available in the withdrawals section!! Regardless of whether you can use it or not! I was sent a message saying that no method was available as soon as I went to the "survey" step. It was impossible to wait for a processing that I couldn't ask through anything because nothing exists in that section.
Edited
Automatic translation:
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10 months ago
Hello everyone,
Thank you both for your replies.
Miidelgado, sadly, since you have played/lost your winnings, especially in such a short time, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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