Casinoin - Player has been denied winnings on grounds of multiple accounts.

Good evening, I'm a new player in the world of casinos. Initially, I was looking to find an online casino, and I ended up choosing CASINOIN. Initially, I made my first deposit and then made another one, winning 1,000 euros. They initially stated that no identification would be necessary for withdrawals up to 500 euros. After waiting for 2 days, they responded to me that my withdrawal was rejected. I spoke with their support team, and they said they didn't know why this happened but would forward it to the relevant department for review. After waiting another 2 days, they responded with a request for identification verification. It took me about an hour to take the required photos. Not only did they ask for identification verification, but I felt like they were treating me like a criminal! I did everything as instructed and when I spoke with one of their support staff via chat, I was assured that everything was fine and the identification process would take up to 5 days to complete. However, 7 days passed before I was informed with a seemingly bogus excuse that I have multiple accounts. I'm not very familiar with the internet and I would have never thought of creating multiple accounts! I told them this allegation was false and that they were just finding an excuse not to pay me. I asked for the contact of their licensing provider to report them, and from my findings, the same company that owns CASINOIN runs several other casinos under different names which have many negative reviews. It seems that multiple people have reported the same issue as I have encountered.

Dear katerinampimpa1, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Please forward any relevant communication between you and the casino regarding this matter to veronika.l@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good evening, something like that is not true, let's start from the beginning since they say it is a good casino and that it has a great performance!!

1: as a serious company the provider of gambling games.. when I made my first withdrawal they canceled it without even knowing why they canceled it!! Even the Live chat is just to exist it doesn't help you anywhere! Whatever problem you tell them, they say we will send it to the relevant department! You wait one to two whole days for them to write you a message that makes no sense! And substance! 2: after I asked them again what the problem is! They responded to me after a day again with an Email that identification is finally needed! I mean, they said that it is not necessary if the amount is greater than 500 euros. They say so themselves! 3: I start to do the identification, they asked me to take 7 photos with different poses, with the laptop behind my head, the first showing the casino, the second showing the casino and the chat open! Clean from behind! Then again the same to keep the mobiles to keep the cards they asked me for confirmation that I am the owner of the bank I had made a deposit I gave it I followed everything! I did everything as they wanted! After I'm done with these! I start Live Chat with PAUL, he said everything is fine and now you just have to wait for them to review your ID! He told me it will take 5 days!! After I waited, 5 days passed and they still haven't given me an answer! I message again and another representative answers me who had no idea what she was saying! The gentleman named Nico was telling me that they sent me an Email that a card is missing Lie! The simple excuse because I had given the card! But at first he told me that they texted me that they need some more papers! And I told him where they sent me because I don't see anything? He looked for it, I explained to him that I have sent this card! To PAUL after looking into it and seeing that I am right he told me that now you will wait for an answer from the relevant department again !! :4 first of all let's start from the beginning they did everything in their power not to give me withdrawal! They were trying to push me to play them and lose the money! But I'm not addicted, they fell for the wrong person! After seeing that nothing was happening they played their last card! They made a false accusation against me, they sent me an Email that I have other accounts! I told them I want proof? For the claim you are making against me, they still do not have an answer to my emails because they know very well that what they are saying is a lie. I put my money in and I want it all back, otherwise I will put my father who has connections with Cyprus and abroad and will sue for fraud. Are you sure it won't stay like this we will collect a lot? evidence against this company that has casinoin and something but together casino brothers. It's not the 900 euros, I got really angry with the deception they do and that they play with the psychology of the world! They think we are stupid that we don't understand what they are doing exactly I will gather other people who have the same problem here in Guru and we will make it legal procedures such casinos should be closed very soon! I'm waiting for a reply with evidence of IP and everything they say if they don't put the money, a lawsuit will be filed, we have found out who is behind the company in question! Thank you so much 🙏 Guru for letting us show the world it can be done! Thank you very much

Thank you very much, katerinampimpa1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you katerinampimpa1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. I would like to ask if you could provide evidence of multiple accounts to my email. (peter.c@casino.guru)

Thank you!

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.

Hello,

We apologise for the delayed response.

We have addressed the issue and provided both a response and evidence indicating a breach of the terms and conditions.

Kindly review.

Good evening again what they say they offered information is false I have not received any information I have received absolutely nothing these people are trying their best not to. Give the 900 euros! They reply slowly here so we tire all our energy sorry but the reports will continue everywhere not only here people should beware of this particular casino. The data they say was not sent nor receipts for the specific issue! Thank you very much again

Thank you for providing the evidence Casinoin representative.

Dear katerinampimpa1, it was I who received information from the casino. I was provided with evidence of multiple accounts which is a breach of terms and conditions, only one account is allowed per person in most casinos as this is an industry standard. Due to this, we believe the steps the casino has taken are justified.

Good evening, once again I also want the information they gave you so that I can share it with my lawyer and I also know that I have filed a lawsuit against this particular casino and their company because they took my identity card, bank cards and personal data that I do not know they will do it, I'm waiting for you to send me the information they gave you, thank you

Dear katerinampimpa1, I understand your point of view and would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared. 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.