CoinyWin Casino - Player is struggling to withdraw their winnings.

Guten Abend,

ich habe vor 2-3 Monaten 1100 Euro mit der 1. Einzahlung bei Coinywin gewonnen.

Der Livechat ist nie, egal zu welcher Uhrzeit, verfügbar.

Meine Dokumente schickte ich an den Support, 3 Tage später wurde alles akzeptiert bis auf der Führerschein. Den vorläufigen Personalausweis wollten sie auch nicht akzeptieren und 1 weiteren Monate später warte ich seit Woche vergeblich auf die Bestätigung des neuen gültigen Personalausweises. Ich erreiche seit Woche niemanden per Email oder Livechat. Der Support unter der Telefonnummer hat mich mehrfach weggedrückt.

Good evening,

I won 1100 euro with the first deposit bonus on coinywin it is roughly 2-3 month ago.

The livechat is never available - never.

My documents got accepted except my drivers licens, so Ive sent my temporarily passport also declined. 1 further month I am still waiting for weeks until they accept my new original passport.

But since then (1monthago) I dont reach anyone, neither support via livechat nor via email. Disgusting. The support by phone number always declined my call after hearing that I am a customer by coinywin and want my withdrawl...

I am tilted as fuck pls help me to receive my money - I havent messed up any bonus rules.

Dear Magicmorris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo Petronela,

danke für die schnelle Antwort. Ich den vorläufigen vor 1 Monat eingereicht - abgelehnt, obwohl ich bei 5 anderen MGA Casinos damit kein Problem hatte. Also habe den vollwertigen Perso vor 2 Wochen eingereicht.

Keinerlei Reaktion, keine Chance jemanden Per Email, Telefon oder Livechat zu erreichen. Die Bestätigung hätte schon längst erfolgen sollen. Demnach aus die Möglichkeit die Auszahlung zu beantragen. Also dieses Casino möchte einfach keinen Kontakt zu seinen Kunden. Bitte helfen Sie mir weiter - mit Geduld ist es nicht getan - 2 Wochen sollten mehr als ausreichend sein, wenn ein Spieler seit 3 Monaten das Geld auf dem Account hat.

Thank you very much, Magicmorris, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Magicmorris.

Thank you very much for sharing your negative experience with the Coinywin Casino. We will now try to get in touch with them.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Magicmorris.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at ADR and licensing authority of the casino . I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Please, be aware that this complaint will affect their reputation on our website.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Magicmorris.

The casino team has informed us that the case was already resolved. Please, could you confirm their statement?

Ja, kann ich bestätigen. Danke

Dear Magicmorris,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system.

Best regards, Jozef