The player's withdrawal requests were getting rejected. The player has received an original deposit as he was not eligible to receive the full amount. The clomplaint was closed as "rejected".
Casinoin - The player's unable to withdraw his winnings.
Amount: €213
Casinoin
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I received an email with free spins from the casino after which I had to wager the winning amount.
When I was done with that, the remaining amount was reduced to 213€.
I now wanted to pay out this amount via EcoPayz, since I had already paid in using this method a long time ago.
Unfortunately, the payment was rejected for the second time without a reason.
The chat cannot answer this question for me, nor have emails to the casino been answered. The case has been forwarded but no one has contacted me.
It is also not possible to choose another payment method in the casino.
I am hoping for help and an answer from the casino via casinoguro on how to get my winnings.
Automatic translation:
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2 years ago
Hello andy1982nrw,
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 if your account is already verified and is yes, since when exactly? Did you ever deposit into the casino? Is this your first ever withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello and thanks in advance 🙂
Yes, I have already deposited but this was already 2020.
I have not received a payout from the casino before.
No, I'm not verified because the chat has told me several times that this is currently not necessary for my account. However, I submitted my documents via email as security.
The casino does not answer me by email, the chat only tells me that my request has been passed on and I cannot be told the reason for the rejection of the payout.
Yesterday I was in contact with the chat, but they only sent emails that you should be patient
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2 years ago
Thank you andy1982nrw for all the information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Thanks for your support.
The casino just sent me a message I would like to have more than one account with you. This is nonsense! I can log in once with my email address and once with my cell phone number These are NOT 2 accounts! I have submitted all my documents and have already paid in 2 times now when it comes to a payout these allegations come up.
The many negative reviews suggest that this system seems to be at this casino.
I have never experienced anything like this in any other casino.
I hope you can help me that my money is not lost, I have not made a mistake.
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2 years ago
Dear andy1982nrw,
I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Casinoin representative to join this conversation and participate in the resolution of this complaint.
Dear Casinoin,
Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?
Could you also please explain why is the player accused of multiple accounts?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 years ago
Hello,
We've checked the player's account and see that he registered more than one account in our system, which led to the account suspension.
We will provide supporting proof to stefan.m@casino.guru.
The customer was requested to provide his crypto address, so we could send him his deposits back. We are still waiting for his reply on this.
As for the failed payouts, two payouts to Ecopayz indeed failed on the 30th of September and the 1st of October due to the temporary issue on the payment system side. We are very sorry that this happened. According to the T&Cs of the company, payouts may take up to 5 business days in case any technical issue or unexpected situation occurred.
Kind regards.
Casinoin Team
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2 years ago
Translation
Dear Casino Team,
I have not received a message from you that my deposits will be refunded.
I have now sent you an email with my crypto address so that you can initiate the refund.
If I get the refund I will report it here immediately.
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2 years ago
Greetings all,
Thank you for the provided information.
I am looking forward to your message andy1982nrw.
Kind regards,
Stefan
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2 years ago
Translation
Hello,
The casino just refunded my deposit.
I would like to thank casinoguru.com Stefan,Nick, without whose help I certainly would not have even gotten my deposit back.
Thank you again.👍
The case can now be closed.
Automatic translation:
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2 years ago
Dear andy1982nrw,
I am really glad to hear that! As the complaint was unjustified, we will now close it as ‘rejected’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Stefan
