The player from Greece submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
Casinoin - Withdrawal of player's winnings has been delayed.
Amount: €1,100
Casinoin
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Good evening... I made a deposit of €100 with a 100% bonus and after playing to reach the turnover amount that I need to achieve I won €6100....as soon as I completed the desired turnover, €6100 was automatically credited to the account.. ..but it's within the terms so I didn't talk... The problem is that I make a withdrawal and they reject it for no reason... And they just ask me to wait...
Automatic translation:
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9 months ago
Dear karagosaris,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
Translation
The problem is not that they are late.... The problem is that they cancel the withdrawal and credit the account for no reason.
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9 months ago
Thank you very much for your reply, karagosaris. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
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9 months ago
Translation
I have made withdrawals but less money than that now.... For KYC verification they asked me some documents and photos and I sent them yesterday..
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9 months ago
Translation
Today they informed me that for unfair play and creating multiple accounts they are blocking my account and confiscating all the money. It's very dishonest of them... Please help.
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9 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
I have forwarded the conversation to email
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9 months ago
Thank you very much, karagos_aris, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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9 months ago
Hi karagos_aris,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Casinoin to join this conversation and share more information regarding the case.
Could you kindly explain why the player's account has been blocked and their funds seized?
Thank you.
Best regards,
Tomas
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9 months ago
Translation
Yes, they closed the account and I no longer have access....
Automatic translation:
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9 months ago
Hello Tomas,
We have sent evidence of a breach of the company's terms and conditions, as well as the registration of multiple accounts, to your email.
Could you please review it and come back to us.
Thank you
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9 months ago
Dear karagos_aris,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using bonuses in both accounts.
The casino acted correctly and within its terms and conditions.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, Casinoin, for providing information and for your cooperation.
Best regards,
Tomas
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