The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Casinoin - Player claims that payment has been delayed.
Amount: €1,600
Casinoin
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Since 15/8 when I made a withdrawal request, they do not credit me the amount of €1600 that I have from profits and they tell me that there is a problem with the provider they have for the withdrawals. They keep saying it will be fixed soon but nothing has been done and they refuse to show any evidence of the problem.
deposits are made normally, they have not put a warning banner to inform users of any problem.
the username i use is my mobile number.
I am desperate. What can we do;
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2 years ago
Dear gkara2022,
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
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
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2 years ago
Translation
The point is that the whole problem started when I requested this specific withdrawal.
before I had made 3 withdrawals of amounts of 400-800€ And which were completed without any problem, within 3 days and in fact without having previously validated the account!
With the request for this particular withdrawal, the strange emails started with requests for certification, papers, etc. and while everything was fine, they took me out after the problem with the withdrawal provider and delay.
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2 years ago
Thank you for your reply, gkara2022. Do I understand correctly that the casino asked you for documents to verify your account? Could you please advise if you have already received any confirmation regarding successful verification?
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2 years ago
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Yes of course I have kept all the communication. I have sent what they asked for, they found everything fine and ok. At first they asked for a photocopy of ID, card and a selfie. I sent them and was told I can proceed with the withdrawal. I made the requests and then they told me that they want a bank statement to trace the withdrawal request which seemed strange to me because this thing does not appear on the statement.
Nevertheless, I sent it and they told me it was OK.
and since then I have been on hold for an alleged problem with the download provider.
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2 years ago
Hello Kristina and Guru admins.
I received this email from the casino after my 38th email
I just update you
if it’s not visible to you please inform me to send it again.
what is your advice? Would you believe them?
because I don’t trust them at all.
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2 years ago
Hello,
I’m sincerely sorry for any inconvenience you’ve experienced.
Unfortunately, our card payment provider is experiencing a technical outage due to which the card transactions were not processed correctly and have actually failed status. According to the latest information received, the funds that were not credited to players’ bank accounts will be returned to the accounts in our system within 7 business days. Once the funds are received back, you will be able to request a new payout using an alternative method after that.
Please reach out to the customer support, so they could provide you with the alternative payout options and credit a bonus as an apology for the inconvenience caused.
Please be assured that our technical team is working closely with the payment processor, and we are committed to resolving it as soon as possible.
We appreciate your patience and apologise for the inconvenience caused.
Yours sincerely,
Casinoin Team
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2 years ago
Hello everyone,
Thank you very much Casinoin Team for sharing more information regarding this issue.
gkara2022, have you already contacted customer support as suggested? Moreover, please let us know when the missing funds are returned back to your casino account.
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2 years ago
Translation
Good morning.
Yes, there is normal communication.
After many attempts to explain the delay they activated the SEPA withdrawal option and on 25/8 I made a withdrawal request via it as advised.
they told me that within 3 working days (which includes today) they will be in.
today when I asked them why I didn't see any change in the status of the withdrawal from the withdrawals tab, they answered that it takes at least 3 days, maybe more. That is, they changed their answer.
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2 years ago
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The money was indeed returned to my casino account and I tried on 25/8 to withdraw via sEpa
below is their answer.
I'm sorry but I don't trust what they say. I just want my money any way I can.
I've never experienced anything like this before and everywhere I've played the downloads have been instant.
Let me note again that before this withdrawal he had made successful withdrawals from this particular casino. But when I requested the big withdrawal the verification procedures, the problems and the delay started.
I also find it unacceptable that they accept deposits to play but don't return your winnings.
I accept that technical problems can occur, but there is no banner informing them that there is an issue with withdrawals or instructing users that withdrawals are not available via card but via SEPA.
They generally act as if nothing is happening.
All this is unacceptable and borders on fraud.
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2 years ago
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Guru please help us!
They are now telling other users about Skrill and it is not clear if they are also having a problem with SEPA.
They are going to eat our money! They are scammers!
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2 years ago
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Today marks the 5th day that my withdrawal should have come in but it hasn't. In the communication I have, they told me to wait a little longer, but I know that SEPA transactions do not take that long to be processed.
I suggested direct deposit to my account through their bank but they say they don't support it. But I know that other players have paid with methods that the console does not support (eg Skrill).
Please HELP ME
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2 years ago
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Good morning Guru
The money went into my account yesterday afternoon.
Thank you for your help
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2 years ago
Awesome news, gkara2022. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
