The player from Austria is questioning the verification process. After verification he withdrawn 2500 eur but the rest is lost.
Good afternoon, dear casino guru team,
I was looking for a good casino on your website that supports cryptocurrencies as payment methods and I also came across Casinoin.io. I started playing on 02/18 and made a withdrawal on 02/19 that worked fine. I only deposited with Cardano (ADA). On February 20th, I requested another payment, which was rejected after a day by SMS. I requested a total of 11 withdrawals, all of which were individually rejected. I continued to play for the next few days and decided today that I would not continue to play until I can make a successful withdrawal. As of now, I have 25,000 euros in my Casinoin account. I've contacted the live chat almost every day since February 20th. In the first few days, the live chat staff informed me that they had forwarded my case to another department to check why I could not make withdrawals. After asking several times, an employee of the live chat told me that I had to do a verification. I have to mention that none of Casinoin told me that themselves. Only after I asked several times was I informed of this. I sent the documents I requested on Monday and have been waiting ever since. The first two colleagues I wrote with said it would take 3-14 working days, 14 days in special cases, which clearly seems far too long to me. That's why I contacted a live chat employee again today. He now informed me that in special cases it can take more than 14 days. When I asked how long this would take, whether it could take a month or several months, he just told me that it usually takes 14 days. No further answer. I feel held back by this casino, and after reading the other complaints, I noticed that there are many other players besides me who haven't done anything even after 14 days. Before that happens to me and before I invest so much time in this problem, I ask for your help. I think this casino is basically very, very good because the support is very friendly and answers very quickly. In addition, this casino has an incredible range of crypto deposit methods which is the most important factor for me. Unfortunately, I am gradually losing confidence in this casino and only want to continue playing after I have been able to withdraw my amount. If the withdrawal went smoothly this casino would definitely be one of the best for me to play.
I hope that this problem can be resolved quickly with your help, as these imprecise answers and problems that arise here are not acceptable to me.
A small request to the team at Casino-Guru: If it should be possible, I would ask you not to make my name or the phone number unrecognizable so that the name is not publicly visible when someone looks at the complaints.
I am only registered with my phone number in this casino and have not submitted any email. However, I sent an email to the casino due to the verification process.
Many Thanks.
Guten Tag liebes Casino-Guru Team,
Ich habe auf eurer Seite nach einem guten Casino gesucht, dass Kryptowährungen als Zahlungsmethoden unterstützt und bin auch Casinoin.io gestoßen. Ich habe am 18.02 begonnen zu spielen und habe am 19.02 eine Auszahlung getätigt, die problemlos funktioniert hat. Eingezahlt habe ich ausschließlich mit Cardano (ADA). Am 20.02 habe ich erneut eine Auszahlung beantragt, die nach einem Tag per SMS abgelehnt wurde. Insgesamt 11 Auszahlungen habe ich beantragt die alle einzeln abgelehnt wurden. Ich habe die darauffolgenden Tage bis zum heutigen Tag weitergespielt und habe heute entschieden, dass ich nicht mehr weiterspiele, bis ich eine erfolgreiche Auszahlung tätigen kann. Mit aktuellem Stand habe ich 25000 Euro auf meinem Casinoin Konto. Ich habe seit 20.02 den Live Chat fast täglich kontaktiert. In den ersten Tagen haben mir die Live Chat Mitarbeiter mitgeteilt, dass sie meinen Fall an eine weitere Abteilung weitergeleitet haben um zu überprüfen warum ich keine Auszahlungen tätigen kann. Nach mehrmaligem Nachfragen hat mir ein Mitarbeiter des Live Chats mitgeteilt, dass ich eine Verifizierung machen müsse. Ich muss erwähnen, dass mir keiner von Casinoin das selbst mitgeteilt hat. Erst nach dem ich mehrmals nachgefragt habe wurde mir dies mitgeteilt. Ich habe die von mir verlangten Unterlagen am Montag versendet und warte seitdem. Die ersten beiden Kollegen mit denen ich geschrieben habe, meinten es dauert 3-14 Werktage, 14 Tage in speziellen Fällen, was mir eindeutig viel zu lange erscheint. Deshalb habe ich heute erneut einen Mitarbeiter des Live Chats kontaktiert. Dieser teilte mir nun mit, dass es in speziellen Fällen auch mehr als 14 Tage dauern kann. Auf meine Frage wie lange dies dauert, ob es ein Monat oder mehrere Monate dauern kann, teilte er mir nur mit, dass es in der Regel 14 Tage dauert. Keine weiter Antwort. Ich fühle mich von diesem Casino hingehalten, und nachdem ich die anderen Beschwerden gelesen habe, ist mir aufgefallen, dass es ausser mir viele andere Spieler gibt bei denen selbst nach 14 Tagen nichts passiert ist. Bevor mir das passiert und ich so viel Zeit in dieses Problem investiere, bitte ich euch um eure Hilfe. Ich finde dieses Casino grundsätzlich sehr sehr gut, da der Support sehr freundlich ist und sehr schnell antwortet. Ausserdem hat dieses Casino eine unglaubliche Auswahl an Krypto Einzahlungsmethoden was für mich der wichtigste Faktor ist. Leider verliere ich aber allmählich das Vertrauen in dieses Casino und möchte erst wieder weiterspielen, nachdem ich meinen Betrag abheben konnte. Wenn die Auszahlung problemlos funktionieren würde, wäre dieses Casino für mich auf jeden Fall eines der besten zum Spielen.
Ich hoffe, dass dieses Problem mit eurer Hilfe schnell gelöst werden kann, da diese ungenauen Antworten und Probleme die hier auftreten für mich nicht akzeptabel sind.
Kleine Bitte am Rande an das Team von Casino-Guru: Wenn es möglich sein sollte, würde ich euch bitten meinen Namen nicht oder die Telefonnummer unkenntlich zu machen, damit der Name nicht öffentlich einsehbar ist wenn sich jemand die Beschwerden ansieht.
Ich bin in diesem Casino ausschließlich mit meiner Telefonnummer angemeldet und habe keine Mail hinterlegt. Allerdings habe ich aufgrund des Verifikationsprozesses eine Mail an das Casino geschickt.
Vielen Dank.
Dear FEB210,
Thank you very much for submitting your complaint. I’m very 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 I am afraid you will have to go through this process if you want to get your winnings.
If all the data is correct, there should be no reason for the casino to delay your withdrawal. Because document verification can be a very time-consuming process, I would recommend you waiting for a few more business days.
If there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.
Lastly, you don’t have to worry about your personal information, only the casino, you, and we can see them.
Best regards,
Kristina
Dear FEB210,
Thank you very much for submitting your complaint. I’m very 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 I am afraid you will have to go through this process if you want to get your winnings.
If all the data is correct, there should be no reason for the casino to delay your withdrawal. Because document verification can be a very time-consuming process, I would recommend you waiting for a few more business days.
If there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.
Lastly, you don’t have to worry about your personal information, only the casino, you, and we can see them.
Best regards,
Kristina
Dear Kristina,
I contacted Casinoin's Live Support several more times. Unfortunately I still haven't received any new information. All I hear is that it is being processed and that I should be patient.
best regards
Liebe Kristina,
Ich habe den Live Support von Casinoin noch mehrere Male kontaktiert. Leider noch immer keine neuen Informationen bekommen. Ich höre immer nur, dass es in Bearbeitung ist und ich mich Gedulden sollte.
Liebe Grüße
Thank you very much FEB210 for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Thank you very much FEB210 for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello FEB210,
I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Casino, can you please specify what is the problem with the player’s verification process and with the withdrawal?
Hello FEB210,
I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Casino, can you please specify what is the problem with the player’s verification process and with the withdrawal?
We would like to ask the Casinoin 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’.
We would like to ask the Casinoin 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’.
Hi,
I got the message yesterday that the verification was successful. I will try to make withdrawals and if it is successful I will let you know. Please leave the complaint temporarily open.
Many Thanks
Hallo,
Ich habe gestern die Nachricht bekommen, dass die Verifizierung erfolgreich war. Ich werde versuchen Abhebungen durchzuführen und wenn es erfolgreich sein wird informiere ich euch darüber. Bitte lassen wir die Beschwerde vorrübergehend offen.
Vielen Dank
Hi,
So far, 27 withdrawal attempts have failed and only 3 have been successful. I was able to withdraw € 700. The reasons given to me are technical problems, as they do with many other complaints.
Hallo,
Bis jetzt ist es so, dass 27 Auszahlungsversuche fehlgeschlagen sind und nur 3 erfolgreich waren. 700€ konnte ich abheben. Als Grund werden mir technische Probleme genannt so wie bei vielen anderen Beschwerden.
Casinoin, where is the problem with the player's withdrawal?
Casinoin, where is the problem with the player's withdrawal?
Hello,
Please kindly be advised that I'm already checking with the relevant team, the reply will be provided as soon as possible.
Thank you.
Hello,
Please kindly be advised that I'm already checking with the relevant team, the reply will be provided as soon as possible.
Thank you.
Additional comment from the player:
"My complaint ticket can be closed. I've requested about 170 withdrawals and 8 of them have been confirmed. In total I was paid about 2500 € and I played the rest down because the whole thing was too exhausting for me. Therefore the ticket is done. Still, I find that the rating of 8.5 is very unjustified and it is clear that this casino is intentionally trying to gain time by canceling withdrawals. It cannot be that there have been technical problems with the withdrawal for months. In the case of another complaint, Casinoin wrote that there are currently no technical difficulties. They told me there were technical difficulties. All in all, this casino is very dubious and unfair. My business with the casino is over, but I ask you to reduce the rating of the casino very much so that future players don't fall for it. With 2 friends of mine they did the same thing until they gave up too. And if you look at the other complaints about this casino you will see that they do that for everyone. I don't care about the money and I don't need it either, but I really want future players to be warned about it.
Thank you very much for your help and I wish you all the best."
Additional comment from the player:
"My complaint ticket can be closed. I've requested about 170 withdrawals and 8 of them have been confirmed. In total I was paid about 2500 € and I played the rest down because the whole thing was too exhausting for me. Therefore the ticket is done. Still, I find that the rating of 8.5 is very unjustified and it is clear that this casino is intentionally trying to gain time by canceling withdrawals. It cannot be that there have been technical problems with the withdrawal for months. In the case of another complaint, Casinoin wrote that there are currently no technical difficulties. They told me there were technical difficulties. All in all, this casino is very dubious and unfair. My business with the casino is over, but I ask you to reduce the rating of the casino very much so that future players don't fall for it. With 2 friends of mine they did the same thing until they gave up too. And if you look at the other complaints about this casino you will see that they do that for everyone. I don't care about the money and I don't need it either, but I really want future players to be warned about it.
Thank you very much for your help and I wish you all the best."
Dear FEB210,
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
Viliam Casino.Guru
Dear FEB210,
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
Viliam Casino.Guru
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