The player from Greece was waiting for a withdrawal, but their payout was not received. Later, we closed the complaint as unjustified after it turned out that he operated multiple accounts and abused the casino's bonus offer. In addition, there was another linked account (the 3rd one), and the complainant obviously provided us with misleading information several times during the course of the process. The winnings on his disputed account were gained from a bonus so he is not entitled to the winnings obtained in this way. The casino acted correctly and in accordance with its terms and conditions.
Casinoin - Player’s winnings haven’t been received yet.
Amount: €900
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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7 months ago
Translation
Good evening. I have heard that you may be able to assist me with a problem I'm experiencing. I kindly urge you to help me if this is indeed the case. I have made a withdrawal from the casinoin company and they keep returning it to me. They haven't yet disclosed the reason, however, they continuously tell me there is a technical issue. It is about 900€, I would appreciate it if you could assist me in completing the withdrawal.
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7 months ago
Dear kazolas12,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Translation
Hello again . Finally they closed my account saying that I had a second account with this company but I never had a second account. My wife had an account, that is, one for me and one for my wife, and I told them that my wife should send them all the necessary information so that they can see that there are 2 accounts for 2 different people and no one is answering, please do something so that they can open the accounts again and have my earnings. I'm telling you too, it concerns 2 accounts with 2 different people and they closed them, my wife wants to send them her papers for Identification so they can see that it's two different people and no one is answering. Please, if you have the ability to help me in solving this problem
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6 months ago
Thank you for your reply, kazolas12. Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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6 months ago
Translation
Thank you very much for your short reply I have never withdrawn from this company before My wife also had an account with this company
No my winnings came from purchased bonuses Some games you buy bonuses. Regarding the identification, I have sent all the supporting documents, I have also uploaded photos
And they tell me that I have two accounts with their company, but this does not exist. The one from their side who say that I have two accounts for you, which is not the case. What could I please do? I have sent them countless e-mails and no one answers me. I have told them to send them my wife's information as well so that two separate accounts can be cross-referenced and identified, and no one is answering me. Please, I believe we can work it out. Thank you very much for any answer you give me
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6 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Translation
Hi Kristina, thank you for your short reply, I have emailed you one of the conversations. If this is not enough please let me know so I can send you other conversations. I believe that a solution will be found, I trust you And I would greatly appreciate it if you could help me so that the accounts can be opened and I have the money available again! Thank you very much, I await your reply!
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6 months ago
Thank you very much, kazolas12, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
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Hello again, where will I wait for the answer? As you please tell me what exactly I am waiting for? I'm waiting to check him as you have spoken to the company?
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6 months ago
Hello, kazolas12,
I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinoin's representative to join this conversation and participate in the resolution of this complaint. So, let's please wait for their response.
Dear Casinoin team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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6 months ago
Translation
Dear Branislav, thank you for whatever you do! I have confidence in you. And I believe you will find me a solution! I have tried to explain to them that I do not have a second account I believe as you can see from the conversation with your colleague! My wife also had an account with the company and if I need to forward some documents to be identified for my wife as well, I will gladly do it and send you whatever documents you ask for or whatever documents Casinoin company asks us for! I believe in you and I have complete confidence in you! Thank you again!
I look forward to more!
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6 months ago
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Hello!! I am sending you a message here to tell you that we have closed the accounts because they say that we are one household with the girl but we are not one household I would ask you that if they ask in writing we are not married To certify that we are two separate households This and this is mentioned in company so I can collect some supporting documents certifying that we are not married to the girl who closed the accounts thank you
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6 months ago
Hello,
Please review the evidence related to the violation of the Terms and Conditions. It was sent to "branislav.b@casino.guru".
We look forward to your reply.
Regards,
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6 months ago
Translation
Good evening to the team. I want. To Address Casinoin I have explained to you in several emails that these are two different households There are also evidences that prove that they are two different households they are not one household these are two households two Persons that I can send you that evidence you ask us please understand And I hope you can give us a solution!
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5 months ago
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Good evening and thank you for your reply! I can tell you that two accounts were created from one device because the reason is that my wife didn't have SOME device to create an account so she can play the games and get the bonuses too And of course I lent her the device my! Now regarding the proof that they were played by two different people on one device, I think I can't prove it. But now she has her own device, but we use an internet! How could we really deal with this fact? We also need a little understanding I understand and respect the rules of the casino And of course you too But I believe that there can be a chance to solve the problem as if they activate our accounts the woman will connect from her own device it will have nothing to do with hers me and I will have my own device and my own account connected. If there is a little understanding on the part of the casino to understand what we mean! I believe it is in the hands of the casino and if you want a solution to be found to give us a chance to reactivate accounts Thank you!
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5 months ago
Alright, kazolas12. Currently, it looks like you are still coming up with a new story for what happened. Therefore, let's do it in another way - I will ask the casino for additional data.
Dear Casinoin team,
Could you please look at my last email regarding the matter and provide me with the requested information and details so we can review and consider the case sufficiently and move forward?
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5 months ago
We would like to ask the casino 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’ which may negatively affect its rating.
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5 months ago
Dear kazolas12,
I was provided with further details from the casino.
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts used by 1 person and bonus abuse. As was mentioned, in the given circumstances, it would be impossible to prove anything else. In addition, you changed your version of the story several times during the course of the process and provided us with misleading information. As for the third linked account, it was registered as the first one, and bonuses were used on this account, so your explanation does not make sense. And, your wife's/the girl's account was not used on your device only upon registration.
The winnings on your disputed account were gained from a bonus so you are not entitled to the winnings obtained in this way. The casino acted correctly and in accordance with its terms and conditions.
I am sorry we were not able to help you with this one, but 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Casinoin Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
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