The player from Greece had won a large sum on the casino platform but had been unable to withdraw due to alleged technical issues for 5 days. The player had expressed frustration at receiving automated responses and felt deceived by the casino. After the player had reported the issue, some withdrawals were approved, but the technical issues persisted. The player eventually lost all their winnings due to betting again while waiting for the withdrawal issues to be resolved. The player also claimed that the casino had blocked their account. We concluded that the player was responsible for their account and bets, and unfortunately, we couldn't ask the casino to refund the lost winnings. We had suggested the player to use our Self-Exclusion Assistance Tool to avoid similar situations in the future. The complaint was rejected due to these reasons.
Casinoin - Player’s withdrawal delayed over technical issues.
Amount: €25,000
Casinoin
Safety Index:HighOther
REJECTED
Case summary
I just won a large amount, yet they are not allowing me to make a withdrawal, blaming this on technical issues for 5 continuous days, and they have no clue when the problem will be resolved.
Stay away from this casino, players should be informed before they choose to deposit and fall for these fraudsters.
They are not letting me withdraw the money I've deposited and keep providing automated responses, consistently making false claims.
Dear Nikin,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hello
I have made deposits of my own money. I have not received any bonus.
On the day I made the complaint I already waited several days for the experts to answer about the technical problems and I didn't get an answer. All this was disappointing and so I made the complaint.
I have made some withdrawals since the day I made the complaint. But there are still technical problems that are being solved. I don't know if I will be able to withdraw the entire amount as one day they may approve your withdrawal, the next they tell you that there are technical problems and you have to wait for the experts to answer and not they respond for days or even weeks from what I see in player reviews and complaints.
Thank you for your reply, Nikin. Do I understand correctly that some of your withdrawal requests have been processed successfully? Could you please post a screenshot of your withdrawal/transaction history here in this thread?
Furthermore, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Hello
There were, as they said, technical problems with the downloads without specifying when they would be solved or anything more, as a result of which days passed without any response from the experts.
After I told them that I have filed a complaint here the problems were magically resolved and they approved some of my withdrawals.
Let me clarify that there has never been any problem with deposits.
Always with withdrawals.
Then there were technical problems again.
I came to the conclusion that there was no problem and they follow this tactic so that the player bet the money again i.e. breaking nerves and patience.
This happened and I made some withdrawals and bet the remaining amount again, after so much waiting for answers in the chat. They did not give any serious answers.
You also activate the bet block which they give you the option after 2 to 3 days to cancel it yourself, this is something you shouldn't do.
Anyone who makes the mistake of entering this casino like the rest of the same company will only leave as a loser.
Their tactic is that when after a very big loss of money you can hardly win a certain amount, they do everything they can to prevent you from taking it.
Fixed slots and generally fixed as many games as I have chosen, for example you bet €100 if you win €10 and finally if you get €1.
to get the 1€ they will mock you in the chat for days or even weeks with lies and supposed technical problems to lose that and bet and more and...damn it from the beginning.
A lot of attention from the players
What they choose away from this casino.
They are scammers and you should not have a high rating at this casino.
Players to look at player reviews and complaints.
A formal complaint should be made to shut down these casinos.
As I told you I withdrew an amount after the delays and the option to unblock I bet the remaining amount. So close the incident.
When the casino deliberately creates gimmicks and delays in withdrawals and gives the player the option to unban the bet to re-bet the amount back this should change.
And for players to read the ratings and reviews before choosing it.
Could you please clarify if there is any remaining balance in your casino account? Do I understand correctly that you lost all winnings that were not withdrawn?
There were problems with the downloads, then they were solved and I made some downloads. Then there were problems again.
I had activated a block so that I could not bet, but after a few days they give you the option to cancel the bet block, while this should not be possible.
I have no money right now because I bet it after the withdrawal delays with no response and the option to unblock.
For example, if you set a block for 7 days, they give you the option after 2-3 days to cancel it, the same happens when you set the maximum block.
I came to the conclusion after choosing this particular casino many times that all this is done on purpose to bet the money back.
Also from what I saw they blocked my account and I have no access.
Players should see other players' reviews and ratings first.
Everything is done on purpose and you are doomed if you choose to lose even the last euro.
They follow these tactics to lose your patience and bet back.
Although I understand your point of view, while canceling the cool-off period you confirmed that you agreed with this decision and the cool-off period was still active for the next 24 hours during which you could easily set another one if you wanted to (I tested it myself).
I am sorry, but since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
if you feel like gambling has become too tempting or challenging, I suggest that you request self-exclusion to avoid playing in this casino. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Furthermore, we also offer the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
