Casinoin - Player struggles to withdraw winnings.

Good morning, I am a player from Canada. I registered on this site two weeks ago and after registration I spoke to the chat service agent to find out how the site was doing and to get an idea, the agent assured me that the site had no problem especially with the withdrawal and that the withdrawals are fast. I had confidence. I recharged almost 2000€ in two days they made me go to VIP etc.. I lost this money, I recharged 360€ 3 days later and after gaining 450€ to my surprise I am going to withdraw my funds, there is no way to withdraw! I complained and the site told me to wait while they made my funds available for another method of withdrawal. The agent I had after assured me that for withdrawals it was not complicated that I was going to be able to withdraw my funds (All in capture joins) To my surprise the site asks me to play all the deposits despite they are lost to be able to withdraw my money (Incredible thing. Betting for money already lost) I understood that the site was not reliable and was looking for a way not to pay me. I played and I had a gain of 2000€. The site started asking me for a series of strange documents but I gave. You will see it in capture, after having provided all the documents they tell me to wait. The next day they ask me for my August statement and since my bank statement hadn't come out yet, I waited. I just sent it to the service and they ask me to wait again. I hope i get my money otherwise i will sue you because i am pregnant and i need this money and for my rent and for my expenses so i am only asking you for my money and my earnings. I provided all the documents I do not see why I am still patient. It's been the same for 2 weeks and they dared to ask me after seeing my bank statement and my transactions they ask me to provide a receipt for the transfers made. Unable to provide this I provided a capture of its transactions anyway. I admit that this site is dodgy and weird. For now, I'm waiting for their response.

Dear Audreyechene,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoin.

I checked your interaction with the casino as well.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please explain in more detail which receipt of transfer has the casino requested from you?

If you may please send me the email in which the casino requested this information from you. My email is tomas@casino.guru

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,

Tomas

Dear Audreyechene,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.