Casinoin - The player's unable to withdraw his balance.

Before I started playing at this particular casino, I asked a question and they told me that no identification of any kind is needed .. While I made deposits of a considerable amount, I was never asked for anything .. Now that I have 1000€ in my account and I want to withdraw, they do not allow me .. They don't even allow me to do the 100 and they told me to do identification .. during the identification they take a long time they don't tell me exactly what they are asking for and in everything I send them they curse alleged mistakes like for example the photo is not clear .. I was asked to send selfie photo with my ID but also with debit card I have never come across this before ..And they keep delaying ..I suspect they don't want to pay me ..Can you give me some help ??

Hello kousoglouhelias,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

This has been going on for 5 days now .. I have sent a photo of the ID, transactions from my bank account, a selfie photo with the ID and also with my debit card .. During all of this, whenever I sent a document, they found something to take it out mistake such as a blurry photo that was not in reality ..Also they have not told me clearly what is needed for identification..Now that I have sent them everything they say they will check it and maybe they need some more documents which I don't know what they are .. In other words, there are no specific steps, but they ask for what they want!!

Hello kousoglouhelias,

As they are still within a good time frame to finish the verification, please let us know until the end of this week if there is any update regarding the process. If still not, we will try to intervene. Meanwhile be sure to provide all the requested documents to them.

Dear kousoglouhelias,

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.