The player from Austria is questioning the verification process. After verification he withdrawn 2500 eur but the rest is lost.
Casinoin - Player’s having difficulties verifying his account.
Amount: €25,000
Casinoin
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
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.
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3 years ago
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
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3 years ago
Translation
Hello dear Kristina,
Thank you very much for the quick reply. I will keep you up to date and will be patient.
best regards
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3 years ago
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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
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3 years ago
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.
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3 years ago
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?
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3 years ago
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’.
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3 years ago
Translation
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
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3 years ago
Translation
Hello Viliam,
The first withdrawal attempts were unsuccessful due to technical problems.
I will keep trying.
best regards
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3 years ago
Translation
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.
Edited
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3 years ago
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.
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3 years ago
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."
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3 years ago
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
