The player from Germany had his account blocked for an additional verification. Issue has been resolved and he has received his winnings.
CoinSaga Casino - Player’s account has been blocked and audited.
Amount: €1,000
CoinSaga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
I won 1000 Euros and wanted to withdraw them after the chat confirmed there is no active bonus and I could withdraw them.
Than I noticed that there was no option to withdraw on the withdrawls page, so the customer service wanted to forward the problem to the technical department and told me I will receive a mail. But I still didn't.
Meanwhile I sent documents for KYC and they confirmed on last Friday the 17th that my account is verified.
After that I wanted to try to withdraw again but I couldn't log in. So I contacted the chat who told me that my account is blocked due to an inspection.
Since Friday the 17th everyday the support tells me I will receive a mail when the check is completed and it should not take so long. But today it is day 8 on which my account is still closed and I can't withdraw the 1000 Euros.
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2 years ago
Dear dati1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, even if their accounts have been successfully verified in the past. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Do I understand correctly that this was your first withdrawal request in this casino? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, it was the first withdrawal request, which I could not make because I was not offered a payment option for the withdrawal and the account was blocked one day later.
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2 years ago
Translation
My account has now been verified and reopened.
However, I cannot withdraw my 1000 euros because no method is shown to me.
I sent an email to the casino asking them to make a manual withdrawal and described the problem as they have already done this with other customers in the past.
The only answer was that I should make a withdrawal request via my profile. But this is not possible. I asked the casino to make a manual withdrawal within 72 hours.
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2 years ago
Thank you, dati1991, for your reply. Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino?
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2 years ago
Translation
I forwarded the email I sent to the casino to you.
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2 years ago
Thank you very much, dati1991, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello dati1991,
I looked at your complaint and will do my best to help you. I would like to invite CoinSaga Casino into this conversation. Casino, can you please specify why did you block the player’s account?
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2 years ago
Translation
The account is free again. My current concern is that I cannot withdraw my money because I am not offered a method.
The casino knows the problem from multiple players and then transferred it manually. This is what I suggested to the casino.
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2 years ago
Hi Dati1991,
I am looking into your issues and will have everything resolved soon.
Regards,
Luke
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2 years ago
Translation
A quick update:
Luke sent me an email on Thursday and asked for my bank details to transfer it manually. I also had to upload a bank statement to the casino for verification, which was approved.
The EUR 1000 is then no longer in my casino account, but I have not received a confirmation that it has been transferred and it has not yet been credited to my account.
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2 years ago
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The case can be closed.
The casino made a transfer today.
Many thanks for the help!
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2 years ago
Dear dati1991,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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