Casinoin - Pelaajan kotiuttaminen viivästyy.

Good evening,

I noticed that you have resolved many issues with casinos and I would like your assistance. I have won a large amount from this particular casino, and they requested all the necessary documents, which I sent obviously 10 days ago including weekends! I have not received a response... Every day they tell me it's under review, but because the amount is significant, I am worried! Can you help me?

Thank you

Καλησπέρα σας,

Ειδα ότι έχετε επίλυση πολλά περιστατικά με τα καζίνο και θα ήθελα την βοήθεια σας. Εχω κερδίσει ένα μεγάλο ποσό από το συγκεκριμένο καζίνο και μου έχει ζητήσει όλα τα χαρτιά, τα έχω στείλει προφανώς εδώ και 10 μέρες μαζί με τα Σαββατοκύριακα! Δεν έχω λάβει απάντηση…. Κάθε μέρα μου λένε ότι βρίσκεται υπό εξέταση αλλά επειδή το ποσό είναι μεγάλο έχω ανησυχήσει! Μπορείτε να με βοηθήσετε;

Ευχαριστώ

Dear FOTIOS,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Dominika

Good evening,

I have sent (1) ID, (2) a photo of the card I have deposited, (3) a selfie with both my ID and bank card, (4) all the papers from the bank that say everything is in my name as well as where I live and if I am the owner of the cards as of course I am. I have sent what has been requested of me. Finally when I was asked to verify my account I sent them the same day in PDF format and photos (which were accepted) via email.

Thanks

PHOTOS

Καλησπέρα σας,

Εχω στείλει (1)ταυτότητα,(2) φωτογραφία την κάρτα που έχω κάνει κατάθεση,(3)σελφι μαζί με την ταυτότητα και την τραπεζική μου κάρτα και τις δύο,(4)όλα τα χαρτιά από την τράπεζα που λένε ότι όλα είναι στο όνομα μου όπως και για το που μένω και άμα είμαι ιδιοκτήτης των καρτών όπως φυσικά και είμαι. Οτι μου έχει ζητηθεί το έχω στείλει. Τέλος όταν μου ζητήθηκε επαλήθευση του λογαριασμού μου τα έστειλα την ίδια ημέρα σε μορφή PDF και φωτογραφίες (τα οποία έγιναν αποδεκτά) μέσω email.

Ευχαριστώ

FOTIOS

good evening dominica,

I would like to inform you that the amount has reached €19,000 and I have self-excluded!

THANKS

καλησπέρα dominica,

θα ήθελα να σας ενημερώσω ότι το ποσό έχει πάει στα 19.000€ και έκανα αυτοαποκλεισμό!

ΕΥΧΑΡΙΣΤΩ

Good evening Dominika,

I would like to inform you that the amount has been reduced to €19,000. I have been banned for 30 days! So it won't come down again.

I await news from you

Thanks

Καλησπέρα Dominika,

θα ήθελα να ενημερώσω ότι το ποσό έχει μειωθεί στα 19.000€. Έχω κάνει αποκλεισμό για 30 ημέρες! Οπότε δεν θα κατέβει άλλο.

περιμενω νέα σας

ευχαριστώ

Good evening Dominica,

They replied that my account verification was accepted and now I can withdraw my money but when I do that the withdrawal doesn't go through can you help me so that I can get my money?

Thanks

Καλησπέρα Dominica,

Μου απάντησαν πως η επαλήθευση του λογαριασμού μου έγινε δεκτή και τώρα μπορώ να αποσύρω τα χρήματα μου αλλά όταν το κάνω αυτό η ανάληψη δεν ολοκληρώνεται μπορείτε να με βοηθήσετε έτσι ώστε να πάρω τα χρήματα μου;

ευχαριστω

Good evening,

Do we have any new ones? While I normally withdrew €4,000 in 2 days, now they keep canceling it. While I was informed that they will enter normally, can you help me?

Thanks

Καλησπέρα σας,

Καποιο νεότερο έχουμε; Ενώ έκανα κανονικά ανάληψη 4.000€ σε 2 ημέρες τώρα μου την ακυρώνουν συνέχεια. Ενώ με ενημερώσαμε ότι θα μπουν κανονικά μπορειται να με βοηθήσετε;

Ευχαριστω

good evening,

Anyone newer?

καλησπέρα σας,

Καποιο νεότερο;

Thank you very much, FOTIOS, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi FOTIOS,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Casinoin, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence that is related to the issue, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Good evening,

I asked them why and they said it was my bank's fault but I spoke to my bank and they said they don't even see the transaction you declined in their system! Also at casinoin I have two cards that have been verified with my details and I asked them if they could send them there and their answer was no. If you can help me! Thanks

Καλησπέρα σας,

Τους ζήτησα τον λόγο και μου είπαν ότι φταίει η τράπεζα μου αλλά εγώ μίλησα με την τράπεζα μου και μου είπαν ότι δεν βλέπουν καν την συναλλαγή να απορρίπτετε από το σύστημα τους! Επίσης στο casinoin έχω δύο κάρτες που έχουν γίνει επαλήθευση με τα στοιχεία μου και τους ρώτησα αν γίνεται να τα στείλουν εκεί και η απάντηση τους ήταν όχι. Αν μπορειται να με βοηθήσετε! Ευχαριστω

Good evening,

I would like to inform you that apparently it is not casinoin's fault but my bank has a limit of €1500! Today I received €1,000 which I withdrew.

Thank you

Καλησπέρα σας,

θα ήθελα να σας ενημερώσω ότι αποτι φαίνεται δεν φταίει το casinoin αλλά η τράπεζα μου έχω όριο 1500€! Σημερα μπήκαν 1.000€που έκανα ανάληψη.

Σας ευχαριστώ

good evening,

I've been trying since yesterday to make a withdrawal but the withdrawal is canceled every time I asked the casino to change the card I'm making the withdrawals to another one that has all the information (they asked me for it in the verification) but they won't let me!

καλησπέρα σας,

Προσπαθω από εχθές να κάνω ανάληψη αλλά η ανάληψη ακυρώνεται κάθε φορά ζήτησα από το καζίνο για αλλαγή της κάρτας που κάνω τις αναλήψεις σε μια άλλη την οποία έχουν όλα τα στοιχεία (μου τα ζήτησαν στην επαλήθευση) αλλά δεν μου το επιτρέπουν!

Thank you for the updates, FOTIOS. We are still waiting for the casino to respond. I hope we'll hear from them soon and get more information.

Hello,

We’re sorry to hear about the situation and are eager to assist in resolving it.

However, we’ve tried to locate a customer associated with the email [hidden by casino.guru team] but could not find a match in our system.

Could you please provide the correct login that was used to register the account?

Thank you.

Good evening,

I would like to inform you that my funds are being withdrawn normally! If there is any issue I will let you know! Thanks

Καλησπέρα σας,

θα ήθελα να σας ενημερώσω ότι τα χρήματα μου αποσυρωνται κανονικά! Αμα υπάρξει κάποιο θέμα θα σας ενημερώσω! Ευχαριστω

Thank you for the positive updates, FOTIOS. Please, specify, how much was withdrawn successfully and how much is still pending.

Good evening,

€7,000 has been successfully withdrawn! Pending is €15,500!

THANKS

Καλησπέρα σας,

Με επιτυχία έχουν αποσυρθεί 7.000€! Σε εκκρεμότητα είναι 15.500€!

ΕΥΧΑΡΙΣΤΩ

Hello,

We still don’t see the correct login the customer was registered with, so we can't check the account.

Kind regards.

Kindly note that we don’t see any other details except for the email, which is not registered with Casinoin.

Please see the screenshots attached.

Good evening,

Today I went to make 2 separate withdrawals totaling €2000 but they were cancelled! The casino still insists it's my card but when I spoke to my bank they say they don't see the transaction in the system and I also have no limit on my card! Every week the casino says a maximum withdrawal limit of €14,000 (7 days) that is €2,000 per day! They offer me €5,000 every week and all the other times he rejects it! Could you help me?

Thanks

Καλησπέρα σας,

Σημερα πήγα να κάνω 2 αναλήψεις ξεχωριστές συνολικά 2000€ αλλά ακυρώθηκαν! Το καζίνο εξακολουθεί να επιμένει ότι πρόκειται για την κάρτα μου αλλά όταν μίλησα με την τράπεζα μου μου λένε ότι δεν βλέπουν την συναλλαγή στο σύστημα και ότι επίσης δεν έχω κανένα όριο στην κάρτα μου! Κάθε εβδομάδα το καζίνο λέει μέγιστο όριο ανάληψης 14.000€ (7 ημέρες) 2.000€ δηλαδή την ημέρα! Εμένα κάθε εβδομάδα μου βάζουν 5.000€ και όλες τις άλλες φορές τις απορρίπτει! Θα μπορούσατε να με βοηθήσετε;

ευχαριστώ

Thank you for keeping us updated, FOTIOS.

Dear Casinoin, we are waiting for more information from you. Have you checked the player's account? Please, let us know, what are the reasons for rejecting the player's withdrawal requests.

Hello,

Thank you for your assistance in reviewing the customer’s account.

We have been in contact with our technical team to investigate the reason behind the failed transactions. As confirmed by the relevant department, there are no restrictions on our end, and payouts should process correctly. However, the customer has encountered a general decline from their bank, which is beyond our control. Such declines may be related to individual card limits, monthly transaction limits, or other factors specific to their bank account.

We can confirm that the player is still able to withdraw their winnings (please see the attached screenshot). However, to gain a clearer understanding of the issue, we recommend that they reach out to their bank, as our payment processing system does not provide us with specific denial reasons.

We sincerely apologise for any inconvenience this may have caused and appreciate your understanding in this matter.

Thank you!