The player from Germany is experiencing difficulties withdrawing funds, because the transactions to his preferred payment methods have been declined. He has received his winnings by another payment method.
Casinoin - Player’s struggling to withdraw winnings.
Amount: €7,000
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
2 years ago
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2 years ago
Translation
I've been holding off with the payout for 1 month. I had to set up an Ecopayz Kono to pay out. Now I am told all the time that Ecopay has problems and cannot be inflicted at the moment. I am held out in a structured manner. Correspondence that extends over several pages. Deposits, only withdrawals don't work. The Ecopayz account was added before it was simply gone and since then it has been postponed again. Payouts are made so difficult here that the money is more likely to be gambled away and I think this is the background to the whole thing.
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2 years ago
Dear Florian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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. Therefore this doesn’t necessarily have to be the casino’s mistake.
Have you ever made any successful withdrawals before? Is there any other withdrawal method that would be suitable for you?
Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?
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
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2 years ago
Thank you very much Florian for your email. 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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2 years ago
Hello Florian,
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 withdrawal?
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2 years ago
Translation
The problem is that I have specially created an account for the payout on the recommendation of the casino. Now it is said all the time that there are problems with this withdrawal method, I've been waiting for a month now. Of course, money was lost again during that time and I think that this is the background for the eternal postponement and the problems. 4 months ago I had exactly the same problem with this casino - it just didn't want to be paid out, in the end I gambled it away because I couldn't get it.
Kind regards
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2 years ago
Translation
My chat now extends over several pages where the same thing is said again and again that I should wait and that there are problems. The annoying thing about it is that you gamble away money again which you would have paid out at that moment, but it doesn't work because you don't know whether they want to pay out at all or whether it will be postponed until it has been gambled away again.
Edited
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2 years ago
Dear Florian,
did you lose your winnings? If yes, I'm afraid I can't help you. In such cases, you need to wait and don't play.
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2 years ago
Translation
No, this time everything is still there ...
I meant that I had the same problem once and then gambled away the profits (3 months ago)
But it is generally annoying when you do not have the opportunity to pay out winnings but are always forced to wait ...
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2 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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2 years ago
Hello,
Thank you for your request.
I am very sorry for the situation occurred. As I can see the customer made a deposit using the payment option that doesn't support payouts. Later he attached Ecopayz wallet as it was recommended and managed to withdraw some of his winnings.
Unfortunately, we are indeed experiencing some issues with the payment system Ecopayz and the customer was asked to attach an alternative payment method to be able to withdraw full amount of his winnings and not to wait.
Please accept our apologies for the inconvenience caused.
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2 years ago
Dear Florian,
try to use an alternative payment method for withdrawal and let me know if it works.
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2 years ago
Translation
The problem I see in the matter is to be paid out for everything, I pay a total of 300 euros, because of all the problems that have arisen there I would have liked a little more. A few casino streamers explain exactly what the background to this ongoing postponement is and this works for the casinos in one respect.
Kind regards
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2 years ago
Translation
I answered yes I do not understand why they are still waiting for an answer from me.
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2 years ago
Translation
After the third payout, I am missing 60 euros of the winnings, since I have to pay out 18 times because of the (500) euros payout limit, you can then extrapolate that.
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2 years ago
Hello,
We see that you were able to withdraw some of your funds.
Please kindly be advised that 500 EUR is one-time withdrawal limit, however daily withdrawal limits are much higher. This information can be found in the Limits and Fees section of the website.
We apologize for any inconvenience caused.
Kind regards.
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2 years ago
Translation
I am aware of this, but the losses come from the transfer transfer and debiting at Bitcoin
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2 years ago
Dear Florian,
try to withdraw the rest and let me know about your progress.
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2 years ago
Dear Florian,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
It is so that I can withdraw the money but with a lot of losses.
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2 years ago
Dear Florian,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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