The player from Greece tried to withdraw funds using a new card after their original card was stolen. Despite providing all requested verifications, the casino had been unresponsive since May 29th. After our intervention, the casino requested additional documents, which the player promptly provided. The issue was resolved, and the player successfully withdrew all winnings. The complaint was marked as resolved by the Complaints Team.
Casinoin - Player’s withdrawal has been delayed.
Amount: €8,059
Casinoin
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Casinoin has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Dear Aviator25,
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.
- Do you currently have any pending withdrawals?
- Have you made any successful withdrawals via alternative cards before?
- Could you please clarify if the casino has approved all documentation for the other cards?
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
Public
Public
6 months ago
Translation
Dear Kristina,
Thank you very much for the prompt reply.
- I don't have a pending withdrawal at the moment because they won't let me withdraw with one of the cards I asked for which I have made many deposits and withdrawals in the past. The stolen card is still available.
- I have certainly made successful withdrawals in the past with the cards I am asking casinoin to do again.
- The casino asked me for the other cards in a photo to see that I am the beneficiary, I sent them immediately and since then I have had no response.
Thank you very much for your valuable help.
Best Regards
Automatic translation:
Public
Public
6 months ago
Translation
Dear Kristina,
They sent me from casinoin and asked me to send them a photo of my new card so they can forward it to the relevant department. They probably would because you dealt with my request and thank you very much! The thing is, again I was told to wait. Can you tell them to fix it immediately please? It's been 16 days.
Thank you very much again!
Automatic translation:
Public
Public
6 months ago
Translation
Dear Kristina,
They asked me to send them a photo of my ID as well as a selfie of me with the ID to complete the process. I can't understand why they haven't asked me for so long. They always find something to ask me to delay me even more. These documents could be requested from me along with the rest from the beginning. Enough of this waiting and suffering.
Automatic translation:
Public
Public
6 months ago
Translation
Dear Kristina,
casinoin finally fixed the problem and now I can make withdrawals on the card I requested from them.
Thank you very much again to you and casinoguru for your valuable help.
Lucky you exist too! May all of you be well!
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, Aviator25. I am happy to hear that! Please let me know when you receive your winnings so we can close this complaint as resolved.
Public
Public
6 months ago
Translation
Of course! When I finish the downloads I will let you know right away!
Automatic translation:
Public
Public
6 months ago
Translation
Dear Kristina,
Today I also withdrew my last winnings so you can close the case successfully.
Thank you very much again for your valuable help.
Automatic translation:
Public
Public
6 months ago
Dear Aviator25,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
