Casinoin - Player’s withdrawal is delayed.

Good evening,

I've been trying to withdraw from my casinoin account for 10 days now! I keep talking to support and they tell me that the relevant department is looking into it! In the casino the withdrawals I have made are almost €450 not even €2,300 as is usual! I have also sent them a message if they want verification and they replied that it is NOT necessary! Finally I have seen that you have helped other people with this type of withdrawal and I would like your help as I can't wait any longer!

THANKS

ALDO B***

Dear Aldo1,

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. 

• Could you please clarify what you mean by "attempted"? Were your withdrawal requests canceled? Or has the withdrawal request been pending for 10 days?
• Do I understand correctly that you have made successful withdrawals before?
• Did you accumulate 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

Good evening Kristina,

By attempted I mean I've tried to withdraw but it's all canceled due to the card provider (same thing every time). (2) in the past I have made other successful withdrawals totaling €450-500. I know that up to about €2,300 it does not ask for account verification, which I have no problem sending the papers as I am an ADULT. Finally, I did NOT withdraw the money without the bonus.

Good evening again,

I am also sending you all the withdrawals I have made from the casino!

good evening christina,

I wanted to inform you that the amount went to €300!

Thanks

Good evening,

He gambled away the money yesterday and it was all random today, the problem was solved, I wish these things wouldn't happen! The incident can be closed

THANKS

I apologize, but I am not sure I understand correctly your messages. Did you lose your winnings before the issue was resolved?

Good evening,

Yes that's right I lost them before the problem was solved.

I waited 14 days for it to be solved yes suddenly it was solved after I played them maybe it was a coincidence I don't know!

Thanks

I am sorry to hear that. Sadly, 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. 

Due to the aforementioned reasons, this complaint will now be closed. 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.