Casinoin - Player’s winnings have been voided.

I won 100000 RI on 6 sep 2021.at the end of the day my balance was 104000.Now the casino refused to give my my winnings. I have all the photos with me n which I kept bet and how much I win. So please kindly see in this matter and do the need full.

Dear Ashish,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions. Have you deposited any funds into your account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I did not receive any bonus. Just I don't know what is the reason suddenly they give me 2000 bet on auto roulette with out any promotion I entered in. And I won from them 1230.after that I deposited 26000 on 6 sep 2021.

First of all I never participate in any bonus claims because I know I have to wager it.

I contacted casino in lots of time from last 4 days. But they strongly refused to give me my winnings.

As I contacted evolution gaming partner of casino in they told they already settled winning amount. I have the proof for that also. Now that means casino in don't want to give me my winnings. So please see in the matter.

And my case about I win real cash money not bonus money. I never take the bonus.

I do apologize, I assumed that you have used bonus since you answered "Yes" to "Did you play with bonus money or free spins?" when submitting this complaint.

Could you please forward a screenshot of your bonus history and the game history in Excel format to petronela.k@casino.guru? Looking forward to hearing from you.

Thank you very much, Ashish, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ashish,

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?

What to do now for me as casino did not reply still. Plz know any updates.

As we can see this casino is already doing fraudulent activity that's why not answering.if not answering you than how can answering to me.

Hello everyone,

In order we could review a complaint we need to receive customer's login. Email indicated in the complaint is not registered in our system, therefore no account was found.

We look forward to your reply,

Casinoin

Hello,

Thank you, we were able to identify the customer.

We have thoroughly checked the issue described and would like to draw everyone's attention that this was explained to the customer multiple times by the Support Team. However, the customer keeps insisting and sending Support Team complaints with threats.

Please be advised that the customer himself agreed with the T&Cs of the company and on his own will accepted the conditions of the promotion he participated in. When a player confirms the participation in the promotion, rules of the promotion are applied and the company do not hold responsibility if the customer didn't read or understand them properly. 

The customer agreed to participate in the 'Free Bet on Live Casino' promotion and according to the bonus rules available on the website: 'The amount to be transferred to your real money account after wagering cannot exceed the amount of all live casino and slots bets from your real money account made during the wagering period and the bonus multiplied by 10.'

It means there is a maximum bonus amount to be transferred to the real balance after wagering. According to the bonus rules, this amount cannot exceed the sum of all bets in slots and live casinos made from the real money balance during the wagering period and the bonus multiplied by the number of the multiplier (every promotion has its own multiplier amount in the bonus T&Cs). 

The customer wagered the bonus and received his winnings according to the rules. The formula of calculation was provided to the customer multiple times in the Live chat. The winning amount was calculated correctly and based on the bonus rules.

If I have taken any bonus and promotion than why u not providing any statement for that. Even I told u lots of times also. Casino in just not to giving me my winning amount and everytime told some other reasons.

Dear Casinoin,

send me the evidence to my email: viliam.v@casino.guru, please.

I am sure casino in will not provide u any evidence. If casino in will not provide any evidence than what I have to do next.?????

Dear Ashish,

in case that Casinoin will not provide evidence you can contact their license provider Curacao. I would like to ask you to do so only in case that they'll really not provide anything.

Hello everyone,

Evidence was provided to the email viliam.v@casino.guru.

Kind regards.

Dear Ashish,

I've received evidence from Casinoin and I must conclude that this case is considered resolved.

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.