Casinoin - Player's winning amount is not reflected in the account balance.

I played water tiger on$2 bets, won a 10 spin bonus , after 3 ot 4 free spins I won another 10 spins. I had 2 massive wins and ending with $75,000 euros which I found out after that's $108,000 Canadian. I was so shocked with such s large win I signed out of the Game to check my balance on the home page and noticed I only received $1067. I was messaging different people all day long and they all told me they couldn't see that win anywhere, told me to check my statistics, which I did, said zero wins or bets . This is extremely unfair but my bad I didn't screenshot that screen so I'm out of such a huge win. There has to be a record somewhere, whether it's the provider itself or the casino of such wins. This casino was good until this win happened. I'm still shocked and so angry and will not stop trying to figure out how , who or where these game records are.

Hello miniflexana,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I don't play with bonuses ever. I used my own money. This casino never asked for verification documents even with my first 2 withdrawals of 650 each. I messaged with 2 or 3 different people. All asking for screenshot. I explained to each one of them I didn't take one because I was in shock of such a huge win and signed out of the Game to check my balance. They said to check my statistics, which I did and every time I checked it was all zeros which was impossible because I had small wings within that 1 minute of play. They said maybe it was on the provider's side but they couldn't see a bet with that amount of a win. I asked if they kept a record of everyone's bets and wins and they said it would s show in my account, I screenshot part of the long list and sent it to them and here when I filed my complaint. They said they only saw the win of $1067. 75000 does not equal to 1067. I have the full list of times, bets and wins from that morning I played but I don't understand all those numbers and they said they would check the number corresponding to that win. I'm getting screwed, all I can say. Whether this gets solved for good or bad, I know what I saw on my screen and at least the provider should have a record of every play. They gave me 750 euros instead of what I actually won. After my 2 MASSIVE WINS IT SAID 75 000. 3 ZEROS, NOT ONE!

One more thing, I still have my messages between myself and those agents

Hello miniflexana,

Would it be possible to forward those conversations and any other relevant proof like betting history, screenshots i. e. to nikolas.b@casino.guru?

Dear miniflexana,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Nick, I have sent you all this through email a few days ago.

Hello miniflexana,

Unfortunately, if not even the betting history shows the winning bet, it mean it did not happen. The casino sees only what you see in the history and without actual evidence there is basically impossible to do anything against it.

You can still try to contact the game provider directly but we can't continue in resolving the case without a proof.

I'm sorry that we were not able to help due the lack of evidence. We will be marking the complaint as rejected. If you can somehow get any kind of evidence, we can reopen the complaint at any time.

Best regards,

Nick