The player from Germany is experiencing difficulties withdrawing her funds due to limited availability of payment methods. Player’s complaint has been resolved successfully.
Casinoin - Player’s struggling to withdraw her winnings.
Amount: €700
Casinoin
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I would like to briefly complain and hope that someone can help me. I deposited € 50 at Casinoin via Paysafecard and played up to € 700 that I wanted to withdraw yesterday. Until recently there was still the option to pay out via ecopayz. Now this method has disappeared (again). I was shown the possibility of using a credit card and some kind of bank transfer. So I'm in the chat to find out how it works. The lady said it can only be paid out via cryptocurrency. But for which I have to make a deposit again. A minimum of 50 € would be that I am not familiar with the crypto stuff, we spent almost 2 hours in the chat and did not come to any other solution than the payout via crypto currency. I think it's a cheek to be fobbed off so easily. Unfortunately I am at a loss 🙁
unfortunately I have problems uploading the chat history. Just write an email and I will send it to you
Automatic translation:
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2 years ago
Dear Fruchti,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise which alternative payment method has been offered to you?
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,
Petronela
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2 years ago
Translation
Hello Petronela
Thank you for your prompt reply.
I have just logged into Casinoin to see which palette was still displayed on Saturday. Now I don't see any payment methods at all except credit card via crypto and a bank transfer. Both would probably not work. I briefly contacted the support again to find out about the possibilities. Here's the answer
"Hello! Please note that the only available method for withdrawal at the moment is cryptocurrency.
To withdraw your funds to an alternative payment method, please make a minimum deposit using cryptocurrency. The method is assigned to your account with the minimum deposit. Once you do, please contact us. We will provide funds for the payout.
Please let us know if you have any questions and we apologize for the inconvenience. "
Unfortunately, I have no idea about cryptocurrency. I don't even know what to do there. 🙁
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2 years ago
Dear Fruchti,
Could you please advise if Bitcoin was one of the offered payment methods?
If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening an account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree on how to pursue this case.
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2 years ago
Translation
Hello again.
So …. I dared to buy the bitcoins today. After a bit of fiddling, searching and the fear that the coins I bought would never arrive, everything actually went quite well. I have already deposited the bitcoins at Casinoin.
Back in the chat, the support team explained to me that my request for payment had been forwarded to the finance department and that it could take a while because it is the weekend and there are queues
I'm curious and make 3 crosses when I have the whole bitcoin thing behind me 😉 🙂
Thank you again for your support. I'll get back to you again with hopefully positive news.
Automatic translation:
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2 years ago
Very good, Fruchti. I'm delighted to hear that you have gone ahead and created a Bitcoin account. The least I can do now is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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2 years ago
Translation
Good morning, dear CasinoGuru team
Good news.
I was finally able to cash out. The bitcoins were in my wallet in no time. All's well that ends well.
It's great that you are there to support the people here and there. Big compliments to you. Keep it up.
Kind regards, Fruchti 😊
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Fruchti, for your cooperation and confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
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