CasinoAndYou - Player’s withdrawal is being refused.

I am submitting this complaint regarding casinoandyou.com for refusing to process my withdrawal using the same payment method I used to deposit.

I deposited funds via Interac e-Transfer, which is a standard Canadian payment method accepted by the casino. After playing for some time, I won $700 CAD. When I attempted to withdraw my winnings, Interac and other fiat withdrawal options were not available, and I was informed that only cryptocurrency withdrawal methods could be used.

After contacting live chat support, I was told that my preferred withdrawal method is "temporarily unavailable due to technical issues," and that I must either wait an unspecified amount of time or use a different method (cryptocurrency). No timeframe was provided for when Interac withdrawals would be restored.

At no point prior to depositing was I clearly informed that withdrawals could become crypto-only or that fiat withdrawals could be unavailable after deposits are accepted. This condition was only communicated after I deposited and winnings were generated, which I believe is misleading and unfair.

I do not use cryptocurrency, do not have a crypto wallet, and do not have the technical knowledge to safely complete a crypto transaction. Forcing crypto-only withdrawal places all financial and technical risk on the player and is not equivalent to the deposit method used.

Despite accepting Interac deposits, the casino is currently unable or unwilling to process withdrawals via Interac or any equivalent fiat method, leaving me without a reasonable way to withdraw my winnings.

I believe this violates fair gambling practices and standard withdrawal principles, where withdrawals should be processed using the same or an equivalent method as the deposit, especially when the deposit method continues to be advertised and accepted. I want my money by the method used to deposit.

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Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. If the casino recommended that you process the payout via crypto, I would suggest that you open a reputable crypto wallet in order to process the payment.

• Was your account verified successfully in the past?
• Since when are you attempting to withdraw winnings from the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

I would like to be very clear about the core issue in this case.

At present, the only withdrawal methods available to me at casinoandyou.com are cryptocurrency-based. There are no fiat (non-crypto) withdrawal options available, despite the casino accepting my deposit via Interac e-Transfer.

I am not willing to open or use a cryptocurrency wallet in order to access my winnings. Cryptocurrency was not presented as the sole withdrawal method prior to deposit, and I did not agree to assume the technical, financial, and irreversibility risks associated with crypto withdrawals after the fact.

Furthermore, the casino has explicitly instructed me that in order to withdraw via an alternative method, I must:

Make a new deposit using another payment method

Wager that new deposit in full

Verify ownership of a new payment wallet

I believe requiring an additional deposit and wagering as a condition to withdraw existing winnings is unreasonable, non-standard, and was not disclosed prior to my initial deposit.

The casino has also failed to provide any timeframe for when Interac or another fiat withdrawal method will be restored, effectively leaving cryptocurrency as the only immediate option.

Additionally, there are incorrect personal details displayed in my account (wrong date of birth and incorrect province), which raises concern that these discrepancies could later be used to delay or deny withdrawal.

To answer your questions:

• I attempted to withdraw immediately after my winnings were credited

• My account information was entered correctly on my side

I am fully willing to complete standard verification procedures. However, I am not willing to deposit additional funds, wager further, or engage in cryptocurrency in order to withdraw my winnings.

I respectfully ask that this complaint be assessed on the basis of post-deposit withdrawal restrictions and the requirement to redeposit and wager in order to access funds.

Kind regards,

The casino has now confirmed in writing that because Interac withdrawals are unavailable, I cannot withdraw my funds unless I make a new deposit and wager it to "approve" another method. I refuse to redeposit in order to access my existing balance. As a result, my winnings remain inaccessible despite no wrongdoing on my part.

The casino references bank transfer in theory, (as per the email exchange I provided) but has not offered or enabled it in practice. The only way to withdraw is to redeposit or use crypto, which I refuse.

Hello? Are you waiting for additional information from me?

They even advertise Mastercard and Visa on their website and in their emails, further providing false advertising.

Thanks for your patience.

I went over the information you provided in the thread and via email.

If you registered with incorrect personal data, this might definitely cause an issue when completing a verification and withdrawal of your winnings, and can be used as a justification not to pay you, based on the experience of our complaint resolution center. We advise paying extra attention to entering accurate personal information during registration. If incorrect information was entered, the support of the casino should be notified immediately. Deposits should be made only after the personal information has been corrected in your player's profile.

Based on the assurance you received on February 5th from the support, there are no grounds for us to intervene regarding this particular issue.

• Were you able to update your personal information in your player's profile?
• Did you provide a national ID or equivalent to the casino for verification? Was the submission successful?
• Would you be able to share a screenshot of your account verification status with me? Send a screenshot to me at tomas@casino.guru

Please note that the requirement to make a new qualifying minimum deposit and wager the deposit is not uncommon. If the payment method you used for deposits isn't available, a new payment method can be requested to be used in this way.

Looking forward to your reply.

Hello Tomas,

I would like to clarify that this complaint is not about verification.

I entered my personal information correctly at registration. The date of birth displayed by the system differs by one day from what was entered, and I immediately notified the casino to correct it. The same applies to the displayed location. These appear to be system-side issues and were reported promptly. The casino asked me to enter my Nationa ID card. We dont have those in Canada. I entered the passport number (which is not a national ID card) as per their request. This has nothing to do with verification.

The core issue is withdrawal accessibility. I am sorry, but no, you cannot accept fiat and then demand a player open a crypto account and use crypto currency, demand they deposit and have to meet wager requirements on that currency, hope to win, and then convert the previous winnings to crypto and withdraw.

The casino accepted my deposit via Interac e-Transfer. When I attempted to withdraw my winnings, Interac withdrawals were unavailable. I was informed that in order to change the withdrawal method, I would need to make a new deposit using another available method and wager that deposit before Security would approve a different payout method. This has absolutely nothing to do with verification.

In practical terms, this means:

Interac deposit accepted

Interac withdrawal unavailable

Bank transfer referenced in the Terms & Conditions but not offered

Cryptocurrency effectively presented as the only immediate and only option

Changing to another method requires a new deposit and wagering requirement.

It is unreasonable to accept fiat deposits and then require a player to open a cryptocurrency account, deposit again, wager that deposit, and only then withdraw existing winnings. In 17 years, I have never, ever heard of this or seen this.

This is the basis of my complaint. I want my 700$. This has nothing to do with verification. I have cooperated with their one request.

Now they have E-Transfer as an option. I made the request. I will see what they do next as this is NOT resolved by my account and this had nothing to do with my unwillingness to provide information.

Kind regards

I received my funds just now as they correctly added e-transfer as an option. As I said, this had nothing to do with verification.

I will not pursue this complaint as I resolved it myself. Thanks.

Dear gpac2024,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru