The player from Greece seeks assistance with a significant withdrawal from the casino, where he submitted all necessary documents 10 days ago but has yet to receive a response. The casino continues to state that the withdrawal is under review.
Good evening,
I noticed that you have resolved many issues with casinos and I would like your assistance. I have won a large amount from this particular casino, and they requested all the necessary documents, which I sent obviously 10 days ago including weekends! I have not received a response... Every day they tell me it's under review, but because the amount is significant, I am worried! Can you help me?
Thank you
Dear FOTIOS,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided?
Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
Good evening,
I have sent (1) ID, (2) a photo of the card I have deposited, (3) a selfie with both my ID and bank card, (4) all the papers from the bank that say everything is in my name as well as where I live and if I am the owner of the cards as of course I am. I have sent what has been requested of me. Finally when I was asked to verify my account I sent them the same day in PDF format and photos (which were accepted) via email.
Thanks
PHOTOS
good evening dominica,
I would like to inform you that the amount has reached €19,000 and I have self-excluded!
THANKS
Good evening Dominika,
I would like to inform you that the amount has been reduced to €19,000. I have been banned for 30 days! So it won't come down again.
I await news from you
Thanks
Good evening Dominica,
They replied that my account verification was accepted and now I can withdraw my money but when I do that the withdrawal doesn't go through can you help me so that I can get my money?
Thanks
Good evening,
Do we have any new ones? While I normally withdrew €4,000 in 2 days, now they keep canceling it. While I was informed that they will enter normally, can you help me?
Thanks
Thank you very much, FOTIOS, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi FOTIOS,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.
Dear Casinoin, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.
I'm looking forward to hearing from you. If you have any supporting evidence that is related to the issue, feel free to send it to my email natalia.b@casino.guru
Kind regards,
Natalia
Good evening,
I asked them why and they said it was my bank's fault but I spoke to my bank and they said they don't even see the transaction you declined in their system! Also at casinoin I have two cards that have been verified with my details and I asked them if they could send them there and their answer was no. If you can help me! Thanks
Good evening,
I would like to inform you that apparently it is not casinoin's fault but my bank has a limit of €1500! Today I received €1,000 which I withdrew.
Thank you
good evening,
I've been trying since yesterday to make a withdrawal but the withdrawal is canceled every time I asked the casino to change the card I'm making the withdrawals to another one that has all the information (they asked me for it in the verification) but they won't let me!
Thank you for the updates, FOTIOS. We are still waiting for the casino to respond. I hope we'll hear from them soon and get more information.
Hello,
We’re sorry to hear about the situation and are eager to assist in resolving it.
However, we’ve tried to locate a customer associated with the email [hidden by casino.guru team] but could not find a match in our system.
Could you please provide the correct login that was used to register the account?
Thank you.
Good evening,
I would like to inform you that my funds are being withdrawn normally! If there is any issue I will let you know! Thanks
Thank you for the positive updates, FOTIOS. Please, specify, how much was withdrawn successfully and how much is still pending.
Good evening,
€7,000 has been successfully withdrawn! Pending is €15,500!
THANKS
Hello,
We still don’t see the correct login the customer was registered with, so we can't check the account.
Kind regards.
Kindly note that we don’t see any other details except for the email, which is not registered with Casinoin.
Please see the screenshots attached.
Good evening,
Today I went to make 2 separate withdrawals totaling €2000 but they were cancelled! The casino still insists it's my card but when I spoke to my bank they say they don't see the transaction in the system and I also have no limit on my card! Every week the casino says a maximum withdrawal limit of €14,000 (7 days) that is €2,000 per day! They offer me €5,000 every week and all the other times he rejects it! Could you help me?
Thanks
Thank you for keeping us updated, FOTIOS.
Dear Casinoin, we are waiting for more information from you. Have you checked the player's account? Please, let us know, what are the reasons for rejecting the player's withdrawal requests.
Hello,
Thank you for your assistance in reviewing the customer’s account.
We have been in contact with our technical team to investigate the reason behind the failed transactions. As confirmed by the relevant department, there are no restrictions on our end, and payouts should process correctly. However, the customer has encountered a general decline from their bank, which is beyond our control. Such declines may be related to individual card limits, monthly transaction limits, or other factors specific to their bank account.
We can confirm that the player is still able to withdraw their winnings (please see the attached screenshot). However, to gain a clearer understanding of the issue, we recommend that they reach out to their bank, as our payment processing system does not provide us with specific denial reasons.
We sincerely apologise for any inconvenience this may have caused and appreciate your understanding in this matter.
Thank you!