The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. In response, we had advised him that withdrawals might take some time to process, potentially due to unfinished KYC verification or a high volume of withdrawal requests. We had asked him to wait at least 14 days after requesting the withdrawal before submitting a complaint. Despite extending the response time, the player failed to answer our messages, which led to the complaint being rejected due to lack of further information.
Casinoin - Player’s withdrawal has been delayed.
Amount: €4,690
Casinoin
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
Translation
Good evening, I initiated a withdrawal on the 22/11/2023. I am continuously informed that they have forwarded my issue to the "experts" for resolution. All I receive are automated robotic messages. They are unlawfully cancelling my withdrawal without my consent. My account has been properly verified for several days now. Over the last 10 days, I have deposited more than 5,000€ and they continue to delay as long as possible. I was under the impression that this casino had integrity, please help with this situation.
Automatic translation:
Public
Public
12 months ago
Dear Alexmits13,
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
