The player from Germany was struggling to withdraw his €3,000 winnings from an online casino. Despite having successfully deposited and withdrawn funds in the past using TRX or bank transfer, the casino had requested a €50 deposit via credit card for verification purposes. The player complied, but the casino then requested additional verification of a bank card deposit made four months prior. The player felt the casino was purposely delaying the payout. Despite our attempts to assist and clarify the situation, the player did not respond to our inquiries, leading to the closure of the complaint due to lack of communication from the player.
Casinoin - Player’s withdrawal has been repeatedly postponed.
Amount: €3,000
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
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
For the past week, I have been trying to retrieve my money. The casino asked me to deposit €50 with my credit card to be able to withdraw the €3000. I provided all the necessary KYC details as requested, but it feels like they have just been stalling for the last 3 days. They keep asking me for more and more information, and at this point I've sent in 15 documents. It appears they are just buying time.
Automatic translation:
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3 months ago
Dear z3roxe10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Were winnings accumulated from an active bonus?
- Why was a deposit of €50 requested from you? Have you placed any previous deposits in this casino?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 months ago
Translation
won on January 4th, 2024, I wanted to pay out, I only ever deposited with TRX or bank in this casino, I was then asked to deposit with a chip or credit card, since I don't have a chip, I should then please deposit with a credit card. Today is from I was asked to send the receipts for the deposit from my credit card of €50, which I did, and then they asked me to make the deposit from my bank card where I last deposited 4 months ago please also send the receipts, now no one from support answers. So my opinion is simply that it wastes time.
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3 months ago
Translation
I've already won there several times and paid out via TRX, now they tell me to please deposit with a credit card, then with a bank or with a chip, so my opinion is very clear. Time, time, time
Automatic translation:
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3 months ago
Hi z3roxe10,
- Could you please clarify if your winnings were accumulated with or without an active bonus?
- Do I understand correctly that the casino requested to verify your previously used payment method to proceed with the withdrawal?
Thank you.
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3 months ago
Dear z3roxe10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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