Casinoin - Player’s having difficulties withdrawing his winnings.

Hi I have a withdrawal on casinoin that I cannot withdraw in the chat they told me that there is a technical problem but my fear is that they do not pay the withdrawals because in bitcoin it is immediate I have all the proof you want because I have the photos and now I have requested another drawdown which is obviously pending

Dear Luca,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please confirm that this was your first attempt for a withdrawal? Did you complete the KYC verification successfully in the past?  I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Cristina thanks for the help they asked me only now after 3 days of continuous withdrawals the documents now I sent everything but they told me that it takes up to 14 working days in the meantime the withdrawal is waiting for them but every 24 hours exactly it returns me on the gaming account and I have to request it again

here is the photo of the new withdrawal now we wait for the validation of these documents and we see that they also say tonight for sure the withdrawal is canceled by itself and I will have to do it again

Luca, thank you for your reply. In this case I will keep the complaint opened, until you receive confirmation that your account is verified. Please keep me informed in the meantime (when your account is verified, or withdrawal successfully processed).

Thank you very much for understanding.

Yes thanks Cristina now I have requested the 4 withdrawal because they continue to cancel it I am attaching also photos of the chat with the casino's answer that my account is in verification

And we are at the 5 withdrawal every 24 hours they return to my account in chat they told me at least 3 days I am attaching the photos guys

Help they stole my withdrawal money canceled in transactions and accuse me of multi accounts but that's not true

Also I forgot because here with these vultures you have to be careful of all the bonus I have not used it after 20 € I was already at + 300 then at 1900 and I converted it to 1425 € and I have withdrawn and it is easy there are transactions play so if they wanted they could take away from me the deposit bonus of 45 € but not cancel and pocket the 1425 € because that money was lost by other players like me and they take it !! In my opinion, if they don't pay me € 1375 it's a very poor casino

Luca, this is very complicated case, because most casinos don't allow having multiple accounts per household/family. Unfortunately, this is usually find out during the verification process, when the casino checks all your documents. I am not sure we will be able to help you with this one and, sadly, I cannot promise you a positive outcome. However, I wish you the best of luck.

I will now transfer your complaint to my colleague Jozef who will be at your assistance.

Then it doesn't make sense therefore if a family has 10 siblings only one person can play at the same casino?

In other question why on casino guru it says that it does not accept Italians instead in chat the casino says L opposite in addition to fast withdrawals 😀 if they don't pay me you cannot leave a score of 8 at this casino you have seen what trick they used with me to cancel 5 withdrawals so the money goes back into the account and the player replays them losing everything already from them you can see The honesty of a casino long ago I played on a. Com and a similar thing had happened to me but the manager contacted me privately offering me 75% of the withdrawal so you were gentlemen like this casinoin

I await a response guru casinos want me to withdraw the amount you have deposited to shut L account what should I do?

Hi can you tell me what I should do

Hello Luca.

I am very sorry about the whole situation. Since the rule about multiple accounts per household/family is common in most of the casinos. I would recommend you to take these deposits. 

If you reject the casino offer it may be far worse. Because, if we contact the casino about this case it would be just about their generosity to pay your winnings (since we consider their steps to be completely relevant).

Please, inform us about your decision.

Hello Luca.

Since the case is not completely clear we would like to ask the casino to provide us with the statement about your case.

However, as we have stated multiple times, please, be aware that you may not be satisfied with the resolution because you have clearly breached the main condition about the multiple accounts per household/family. 

Then one last thing promised my home where I am a resident does not have this ip address my family member used my device to sign up which is the computer I work with but I do not have the residence of the family member who signed up at this casino

Hello Luca,

I am sorry to hear about your experience with our casino and I understand your frustration. However, the CasinoGuru team has already provided you with a reply concerning your complaint - having more than one account is forbidden in any casino and this can be found in our T&C's. As I have understood from the communication above you also knew it since you mentioned that you had the similar issue with some other casino. You account and the connected accounts were blocked for breach of our T&Cs.

As I can see in our system, you managed to withdraw the deposited amount. Unfortunately, winnings cannot be paid out based on the T&C's of the company. Also I have checked other connected accounts and there are no available funds on them, so it means that the deposited amounts can't be returned in this case.

Moreover, I would like to pay your attention to the fact that deposited amounts on the discovered accounts are much less than you state in the communication above, so I assume that there are other connected accounts that our system didn't detect.

Anyways, I will provide the CasinoGuru team with proof of multiple accounts registration and we will wait for their resolution on this case.

Thank you.

Easy then guys deposit money always take it but never pay so always with them I'm not the first user who complains to you

Then because only your casino goes all the slots with vpn play go push gamming in a serious casino it comes out unauthorized because you are Italian already from there there is something strange about your licenses try to believe every casino.com even if you use vpn many famous slots don't go to you with Germany everything works even netent but you can't or are managed by you

Dear Luca.

I am very sorry about this outcome but we have to agree with the casino in this one. It is clear that you broke the T&Cs and the condition which applies across all the licensed casinos. Please be aware, this rule applies almost in every casino and you should have only one account per household/IP. 

Unfortunately, we’re forced to reject this case because we believe the casino behaviour was justified.

But, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Kind regards, Jozef

Casino.Guru