Asino Casino - Player’s withdrawal request is delayed.

So i signed with asino casino

First time round i won 554 clean but they said because i bought free spins that was against there rules so i fortified the money.

Then this weekend just gone my usual site was not working so i tried with them again asino

I deposit 60 have a win and end Up with. 1400 i have. A look its all with drawable i make request it says pending then they cancel it saying i need to verify i have looked all over my page and there is.no verify option

So i contact support and they just keep saying click here click so i sent them click by click screen shots and they just say please verify help me please also lost 337 to cheeky spins

This weekend

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Asino Casino. If you have an issue with another online casino, kindly file a separate complaint for it.

On desktop, I found the verification section here, in the player's profile section:

On mobile:

First, go to my profile, then navigate to the verification section:

If the issue persists, try using a different browser or device to access your player's account.

Please let me know if this was a valid solution to your issue

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Cookie92,

Thank you for your message.

We would like to clarify that, according to our records, verification documents have not yet been uploaded to your account profile or sent to our support team via email.

We previously provided detailed instructions on how to locate the verification section in your account. Additionally, the Casino Guru team also shared helpful screenshots and guidance to assist you in finding the verification tab.

If you are still unable to locate the verification section in your profile, please contact our support team again, and we will be happy to assist you step by step.

Please note that withdrawal requests can be fully processed only after the required verification is completed. We kindly encourage you to complete the verification process so we can proceed with your withdrawal request.

We remain available 24/7 should you need any further assistance.

Kind regards,

Asino Casino

Dear Cookie92,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Cookie92. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

When i click on my profile on any browser it takes me to bonuses every time every browser

Thanks for your message.

Would you be able to share a video of what happens? Have you shared any records of the incident with the casino's support already?

Could you please confirm you tried using a different device as well?

Please let me know.