The player from Germany is experiencing difficulties withdrawing his winnings from the casino due to incomplete verification of the payment method. The player confirmed the verification was successful and the player cashed out his winnings.
Casinoin - Player is experiencing difficulties withdrawing his winnings from the casino.
Amount: €5,000
Casinoin
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello dear guru team,
I deposited 100 euros at the casino provider via Cash to Code, bet with a bonus, completely fulfilled the bonus conditions and then continued to bet with real money for a while, in the end I had 5000 euros in real money on my account.
The problem started when I wasn't even given a withdrawal option. A live chat employee said that you cannot pay out on CashtoCode, which is understandable.
About 1.5 years ago I had already paid in via Bitcoin.
On 11/21/2021
, so I should have had a Bitcoin withdrawal option. I contacted Casinoin.io about this and asked them to provide me with Bitcoin withdrawal.
Now the verification process of the documents began (CashtoCode deposit receipt with which I won 5000 euros, ID card, proof of address, PDF account statements, selfie with ID card in hand in the chat window). I sent these as requested. According to the chat employee, everything should be fine, but 1 day later a chat employee writes that I should send proof of the transactions (Bitcoin deposit) from November 21st, 2021.
Since I don't have access data from my old wallet BRD (12-word password), I have no way of sending screenshots.
My account is on cool down option until 04/09/2023.
I can access my account other than deposit, bet or withdraw as mentioned.
Please help.
Thanks in advance
Automatic translation:
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1 year ago
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method is the last obstacle before the casino proceeds to cash out your winnings? Did the casino inform you about any alternative payment options to allow you to cash out your winnings?
Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello ,
It's about my account verification that hasn't happened yet.
And no, after a question about my payment options (I would like to pay out via Bitcoin), I was only told that my account first had to be fully verified.
I don't see any payout options in the payout menu.
Casinoin.io employees are cooperative so far and I hope that my account will be checked soon and I can withdraw.
Greetings
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1 year ago
Translation
Hello,
my account was successfully checked, according to a nice chat employee, I can only pay out to MasterCard or Jeton, since I last paid in via Cashtocode. My cool-of period ends on April 9th, 2023 and I should make a minimum deposit by Jeton so that I can current balance can pay out.
Please only close the case when I get paid the 5000 euros.
Thanks
Automatic translation:
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1 year ago
Of course, Tuscani090283, I'll keep the complaint open until you confirm you received your winnings.
Please let us know about any developments in your case, I am convinced you'll receive your winnings soon.
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1 year ago
Translation
Hello dear guru team,
Today I added a new deposit method (via Jeton 20 euros deposited) live chat told me I should convert the 20 euros at least 1x to be able to pay out, I did this from 5020 euros to 5000 euros bet. After that I wanted to pay out and the Jeton payout method suddenly disappeared.. now I have no payout options at all in the payout menu. Then the live chat employee writes me the following:
livechat*The request to transfer your money for a withdrawal via the Jeton payment system has already been forwarded to the finance department. As soon as everything is ready, we will inform you.
Please note that such requests will only be considered during operating hours. Processing time can also depend on the number of requests in the queue.
Thank you for your understanding and patience. Please wait.
I put my account back on cool off for now.
Best regards.
Automatic translation:
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1 year ago
Translation
Hello,
Yesterday I was able to pay out 3400 euros, with further attempts e.g. 600 euros (since the daily payment limit is 4000 euros per day, I always get an sms with an error payment will be cancelled, please contact support. Live chat doesn't know what's going on, only says that the problem has been forwarded and I should wait try to pay later..
Automatic translation:
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1 year ago
Dear Tuscani090283,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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