The player from Greece had complained about his withdrawal requests being consistently cancelled without any clear reason, despite having received initial emails that the withdrawal was approved. He was continually advised via chat that the issue would be forwarded to the relevant department. He insisted that he only had one account and suggested that the casino might have created a second one without his knowledge. The casino, however, provided evidence of multiple accounts being used from the same device, which was a violation of their terms and conditions. After reviewing the evidence, we concluded that the player had breached the casino's terms and conditions. Therefore, the complaint was rejected.
Casinoin - Player's withdrawals are continuously cancelled.
Amount: €550
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
Unjustified complaint
REJECTED
Case summary
6 months ago
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9 months ago
Translation
Since Friday, my withdrawals are being continuously cancelled without any explanation provided. Each time I communicate with them via chat,
the response is that they are forwarding the issue to the relevant department, and they have never given me a clear reason. They just cancel them every time without explaining why, even though when I make withdrawals I receive an email that the withdrawal has been approved and that the money will be deposited into my bank. A short while later, they send me a message that it has been cancelled. They told me that their finance department only works on weekdays and that they will have an answer for me then.
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9 months ago
Dear Chasan13,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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9 months ago
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Yes, I understand it, but when we don't have a solution they tell us, you don't need to verify and when we win they ask... and my complaint was why they didn't tell me Exarchia and not after a week... I have never been bothered as much as myself casino in no other. and you should intervene because we find these casinos from your page. you know I save all the conversations..
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9 months ago
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Good evening. From Monday I'm waiting for them to approve the verification and in the meeting they tell me they might need other documents. Do you understand now? They're doing it to delay me even more. Second, they couldn't tell me what exactly you need? to delay me. I sent them what they asked of me.. is it possible for them to answer me in the chat like this? and you, I seriously wonder how you leave them like that and don't chase them? is it possible?
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9 months ago
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Good morning. Today is the 5th working day and I still haven't had any news. I am waiting for a withdrawal from 2/2 and they are delaying the review of the documents I have submitted. I was told that within 5 working days the verification is done and I still have no news.
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9 months ago
I'm sorry for the late reply. Thank you very much, Chasan13, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
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Good morning, just now they called my account. please help me.
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9 months ago
Hello Chasan13,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Casinoin representative to join this conversation and participate in resolving this complaint.
Dear Casinoin,
Could you comment on the matter? Is there any problem with the Player's verification?
Thank you in advance for providing the information.
Kind regards,
Stefan
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9 months ago
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You know, they answered me when my account was zero. With 20 E, I got up to 1200 E, they answered then in a week.
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9 months ago
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And you, as a casino guru, by what criteria did you put a high index on casino in? Based on the Cretan reviews, you say and I read most of the Cretan reviews are negative... when we enter a casino, we first see the index... I can't understand how you are high...but most of the reviews are for fraud...I demand that my own account be opened because I have 300000 thousand points and I want my earnings as you say...something has to be done and you know I won't let it go so pass it...
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9 months ago
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Will anyone enter the conversation? Is there a collaboration between you and you are hiding it from us?.. why their comments in the reviews are all black crap and you present it to us as if it is the best casino in the world. You make me question the timelessness..
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9 months ago
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They claim I have 2 accounts. First of all, let me say that my router is shared since the neighbors also come in. I have no way of knowing if anyone else has an account on the page, nor do I care. And of course I don't even have 2 accounts as they claim. And if they think I have 2 accounts, let them ask for identification from both to see that they are different people and not one. And if they want, I have no problem doing a live chat via camera, because I have nothing to hide at all. I ask that my profits be credited to me because just as they accepted the deposit from my card, they are obliged to proceed with the withdrawal of my profits. I trusted them with my money and personal data and right now I feel cheated and exposed as they have a bunch of my personal documents.
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9 months ago
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As far as I can see, the casino is not responding. Where is the pressure to be applied on your part?
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
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You don't call them in such cases? So is there a chance I'll lose everything? There's no hope at all?
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8 months ago
Dear CasinoGuru,
We will contact you via email to provide evidence regarding the registration of multiple accounts and violation of the Terms and Conditions, which resulted in the suspension of the account in question.
Kind regards.
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8 months ago
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I want you to prove to me that I have two accounts. I only have one. I don't know what someone else has done with the same ip. Since the entire building is accessed from the same ip. We have a router. What am I to blame for this? are you giving me the account? and I am not able to know what my neighbor is doing. and when we made it, why didn't you notify us? did you deposit it, why did you accept it for us? is this kind of casino you? wherever I see reviews about the casino I see you are the same Cretans. You have made it a system to eat the player's deposit together with the winnings. When I registered I asked you and you told me that I can play from Greece. And you checked it well. I asked you. Why then did you not tell me no no do you allow why there is a double account? I also asked you if I want to verify the account before I deposit and you again told me no, that you don't need it. But I just made 1200 with a 25 range. You closed it for me and spent 10 days looking for an excuse not to let me pay? you are unacceptable. you have eaten a lot of profits unfairly from too many players. where to enter I read the same. you are obliged to credit me with my profits. I asked you to verify the double account you say exists to see how they are different people. why don't you? make us live so you can see that we are different people. why are you avoiding this? I'm here and I can prove that I don't have two accounts. I want you to prove to me that I have two accounts too.
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8 months ago
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And these data that you say, send them here to the congregation. After we opened an open discussion. I want to see them too. I don't trust things that are said behind my back.
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8 months ago
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I haven't registered twice. But now I see where you say log in when you put your mobile phone in it connects me to another account. Maybe you had some technical problem when I registered? Because I registered once... when I registered I put both my mobile phone and email. if I had a double registration, it wouldn't give me a message that there is a phone number or the same email? Are you trying to drive us crazy?
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8 months ago
Dear Casinoin,
I haven't received any email from your side. Could you resend it?
Thank you very much in advance.
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8 months ago
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They will look for any excuse. You know their new trick? If you go to connect with your mobile and not with your email, you will be double registered. And as soon as you win, they find out. They have eaten thousands of innocent people like this. And I wonder about so many negative Cretans, how come you have them so high in the rating. we have a big question about this... because we from Greece, when we are looking for a good casino, we look at the rating first. it is not possible with so many Cretan carpets that they are rated so high.. sorry but I consider this a big deal fraud. I demand from the fraudsters my money and to open my account that was wrongfully closed.
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8 months ago
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Good Evening. You had told me that if they didn't answer you would lower their score. That was ten days ago and I see nothing is happening. Please tell me what is the maximum time frame for them to respond, finally? From what I can see, their margin goes from renewal to renewal. Tell me responsibly, if you will help me so that I know to wait or not!
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Translation
From what I see, everything probably works against the player, after all. Casino guru, you are supposed to help the situation and all you are doing is giving them 6 days each time for the third time. What is the point? to perpetuate this situation?? At least, don't claim that you help the players because I didn't see anything like that. Why don't they answer you? Have you asked yourself? Have you read the reviews of the players about this particular casino? Is there a reason you have them so high in the rating? Finally in this discussion alone I ask and I answer myself. I suppose we opened a dialogue on the complaints.
Edited
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8 months ago
Hello,
Please review the proof sent to the email address stefan.m@casino.guru.
If you have not yet received it, please inform us.
Best regards,
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8 months ago
Hello Casinoin,
Thank you for your response and the information provided.
Could you provide us with the bonus history of these accounts? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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8 months ago
Translation
Relax a bit.I don't have two accounts.unless you created one for me to steal my earnings.I'm not stupid enough to open two accounts.except when we connect by phone you create a second account.
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8 months ago
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Why are you talking to each other and not letting me know? where do you find the transparency of your casino guru services?
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
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How much longer will this last? what do you mean can it affect the score? everything is clear. second account does not exist, and there is one they claim, ask them to show you if I have received a bonus from the second one or if I have ever made a deposit. me when I did when registering I asked them if everything is ok and if I can testify and they told me that everything is ok. why don't you ask them? is it possible to ask them if everything is ok and they tell me yes and as soon as I won they give me problems? as soon as they have to pay do they discover problems?
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8 months ago
Dear Stefan,
Kindly review your email and inform us if any further evidence is necessary.
Best regards.
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7 months ago
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Will someone answer me? will you only talk to each other?
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7 months ago
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May I know why you have not approved my review for casino in?
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7 months ago
Greetings all,
I will have a look at the email and return to you as soon as possible.
Your patience is much appreciated.
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7 months ago
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I expect you to find a solution for this injustice I experienced from this casino.casino guru I hope you did not disappoint me.
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7 months ago
Dear Casinoin,
Could you provide us with additional information like IP match, device match, same gameplay etc?
I'll be awaiting your reply.
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7 months ago
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I have been wondering for a long time what they sent you? what you are asking for should not have been sent to you in the first place? are we being mocked now? what did they send you for so long? and what is the problem if I played the same game? is it written anywhere in the terms that you do not allow us to play the same game? it says somewhere in the terms that we can't play from another device? when the battery from the device runs out, you mean that I will change the device.. can you not have me from outside? any answer you will give me? really now casino guru, for so long what information were they sending you? how long will this take? this is what you represented? this is your support towards the players? two months what did they send you?
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Translation
Got it casino guru. Scammers are eating people's money and you still have them in your app.
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7 months ago
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Don't you see that they have nothing to prove? It's been 3 months since they couldn't send you the documents saying that I violated the terms? Is it really possible to advertise them on your page now?
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7 months ago
Dear Stefan,
As far as we're aware, the reply was sent on the same day you made the request. Please verify if you've received our response, and reach out to us if you haven't.
Kind regards.
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7 months ago
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What answer? I asked you to answer me and I did not answer you sometimes? I have sent you more than 50 emails. Are we making fun of ourselves? In the other 20 casinos I play in, I have never encountered such an anomaly. I wonder how they allow you to have a license to casino.casino guru either end it black people or help us figure it out. it is obvious that they are scammers at casinoin. wherever and if I have read reviews about them they do the same to everyone. they steal people. they are only good in deposits. in withdrawals they do everything to drive us crazy.I am publicly reporting this casinoin.so thieves and liars.don't deposit here because if you win there is no way you will get paid.
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7 months ago
Hello Chasan13,
I have reviewed the evidence provided by the casino and it would be really difficult to prove that the multiple accounts were not used by one person. We found out there was a match in devices. Could you comment on this?
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7 months ago
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Casino guru, will you send me proofs that I have two accounts? for two months now, what have you been sending to each other and I don't know? Where and how did you find out that I have two accounts? And tell me in what terms it says that I don't do you allow the player to change device when the battery of his device runs out? I really have the impression that you cooperate with this particular casino. if you call it a violation that I changed device or that I changed wifi then I have nothing else to say. you mean when I go for coffee i will connect someone else.you agree when i was at work i will connect from somewhere else.you are really thieves.these excuses you send are unwarranted and very cheap.we appeal to all players not to trust any of the casinos you support.in the end you are colluding and stealing people .it's all obvious.
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7 months ago
Hello Chasan13,
I am afraid I cannot disclose the casino's internal files. The problem is that two accounts were using the same device, not the other way around. Could you comment on this?
I'll be awaiting your reply.
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7 months ago
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Anyway, to end the matter here, I'll even accept a compromise. Credit me with half of my winnings and I'm not going to do business again.
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7 months ago
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Maybe sometimes I ran out of battery and connected from someone's device that already had the same account, without knowing it. So, I'm not allowed to connect from another device? Does that mean, we all live in the same house?? What nonsense are these things you are telling me???? You can't fix such a simple issue???
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6 months ago
Hello Chasan13,
I regret to inform you that a compromise cannot be reached in this situation as you have breached the casino's terms and conditions. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
