Casinoways - Pelaajalla on viivästynyt kotiutusprosessi.

I made my first withdrawal request on December 2, 2024. The casino chat informed me that the submitted documents were approved, allowing me to proceed with the withdrawal request. After making the request, a few days passed, and I received a message from the casino stating that my request was denied, and they needed additional documents. I asked via chat where I could send the necessary documents, and they said I would be contacted via email. Since then, I haven't heard anything from the casino for over a week.

Olen tehnyt ensinmäisen nostopyynnön 2.12.2024. Kasinon chätistä sanottiin että lähetetyt dokumentit olivat hyväksytyt ja näin pystyisin suorittamaan nostopyynnön. Tehtyäni nostopyynnön kului muutama päivä jonka jälkeen kasinolta tuli viestiä että nostopyyntöni on hylätty ja he tarvitsevat lisää dokumentteja. Kävin chätistä kysymässä mihin voin lähettää tarvittavat dokumentit ja sieltä sanottiin, että minuun otetaan yhteyttä sähköpostitse. Tämän jälkeen ei kasinolta ei ole kuulunut mitään yli viikkoon.

Dear imbahimovic,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which additional documents you were asked to provide?

Have you tried contacting the casino customer support via email regarding the additional verification?

When was the last time you communicated with customer support and what was the nature of your conversation?

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

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

At the moment I have only been asked for a photo of both sides of my driver's license, proof of residence and the certificate fee. I sent these and they have now been approved. I was told that my account is now verified and I can make a withdrawal request. After this I made a withdrawal request and three days later it was rejected. The last time I went to the chat they said that they would contact me by email when the matter has been resolved. Since then I have not heard anything from them for a week and a half.

Tällä hetkeltä minulta on kysytty vain kuva ajokortista molemmin puolin, asuinpaikkatodistus ja todistusmaksusta. Nämä lähetin ja ne on nyt hyväksytty. Minulle sanottiin että tilini on nyt vahvistettu ja voin tehdä nostopyynnön. Tämän jälkeen tein nostopyynnön ja kolme päivää myöhemmin se hylättiin. Viimeksi kun olen käynyt chätissä sieltä on sanottu, että he ovat yhteydessä minuun sähköpostitse, kun asia on saatu ratkaistua. Sen jälkeen sieltä ei ole kuulunut nyt puoleentoista viikkoon mitään.

Did you choose the same payment method for your withdrawal that you used to deposit money at this casino?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.f@casino.guru.

I chose yes. The customer support contacts between me and the casino are not recorded anywhere so I cannot send them. The casino has also not contacted me for over 14 days regarding further confirmation, even though they promised to do so.

Valitsin kyllä. Minun ja kasinon välisiä asiakastuenyhteydenottoja ei ole tallennettu mihinkään joten niitä en pysty lähettämään. Kasino ei myöskään ole ottanut yli 14 päivään yhteyttä koskien lisävahvistusta, vaikka niin lupasivat.

Thank you for your reply. Please send me a screenshot of your transaction history showing the problem with your withdrawals.

Also, have you tried contacting customer support via email to inquire about the status of their investigation?

I sent an email with pictures of the transaction history. The email has not been answered for almost a month now.

Laitoin sähköpostiin kuvat maksutapahtumahistoriasta. Sähköpostista ei olla vastattu nyt vajaaseen kuukauteen.

Thank you very much, imbahimovic, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello imbahimovic,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Casinoways to join the conversation.

Dear Casinoways, 

Can you please provide us with clarification as to what is causing the delay in the player's verification and the subsequent withdrawal process? It seems the player has already provided you with all the requested documents. If there are any factors that contributed to this delay that cannot be disclosed publicly, please feel free to send the information to me at michal.k@casino.guru

Hi, this customer has been asked to go thru the automatic verification process, this is automated upon his WD stage so if he initiate a new withdraw he shall just follow the given instructions, if this for some reason do not work the Support team can provide him a link in a chat as well.

I have done the necessary verifications. The documents were approved after which I was asked to make a withdrawal. After the withdrawal I was asked to send additional verifications but I was unable to send them anywhere. I went to the chat and your support team has said twice that they will contact me by email when the problem has been fixed and I can send the necessary documents.

Olen tehnyt tarvittavat vahvistukset. Dokumentit hyväksyttiin jonka jälkeen minua pyydettiin tekemään nosto. Noston jälkeen minua pyydettiin lähettämään lisävahvistuksia mutta en pystynyt lähettämään niitä mihinkään. Kävin chätissä ja tukitiiminne ovat kahteen otteeseen sanoneet että ovat minuun sähköpostitse yhteydessä kun ongelma on korjattu ja pystyisin lähettämään tarvittavat dokumentit.

Hi, There are as mentioned two ways of trigger the automated verification, either when you request a new withdrawal (a pop up should guide you thru the automated verification process) or if you jump on a chat and ask for the link to your automated verification process. Feel free to use whatever option suits you best.

Okay, I have to do this.

Selvä, täytyy tehdä noin.

Dear imbahimovic,

I hope this message finds you well. I wanted to follow up regarding the additional documents. Were you able to upload the additional documents? If so, has the verification process been successful?

I can't send additional documents. I went to customer service to ask about this link to the additional confirmation page but they couldn't help. So the pop-up window doesn't open when I cancel and make the withdrawal again. Same story again, " I just forwarded it to our friends, so it should be fixed as soon as possible. As soon as the problem is fixed, they will notify you by email ". I received this same message a month ago from customer service. I think it's outrageous that customer service lies over and over again. I've sent all the necessary documents and they've been approved, but still nothing is happening. Last time they promised to contact me by email, but I never received any message.

En pysty lähettämään lisäasiakirjoja. Kävin asiakaspalvelussa kysymässä tätä kyseistä linkkiä lisävahvistus sivulle mutta sieltä ei osattu auttaa. Eli kyseistä ponnahdusikkunaa ei aukea kun peruutan ja teen noston uudelleen. Taas sama tarina että "Välitin sen juuri meidän kavereillemme, joten pitäisi korjata se mahdollisimman pian. Heti kun ongelma on korjattu, he ilmoittavat sinulle sähköpostitse". Sain tämän saman viestin kuukausi sitten asiakaspalvelusta. Mielestäni on törkeää että asiakaspalvelusta valehdellaan kerta toisensa jälkeen. Olen kaikki tarvittavat asiakirjat lähettänyt ja ne on hyväksytty mutta silti mikään ei etene. Viimeksi lupasivat kanssa olla yhteydessä sähköpostitse, mutta sieltä ei koskaan tullut mitään viestiä.

Hi,

I have just now read thru your conversation this morning with our support team. Kindly make sure that you are allowing pop up windows in your browser as the automated verification is done thru one of them.

I also made sure that you have been sent a manual link for the verification process by email, kindly follow that link and complete verification.

Regards

The confirmation is now complete.

Nyt on vahvistus viety loppuun.

Thank you, we will get back to the customer individually, this case seems to be solved as the verification part is now solved.

Dear Casinoways Team,

Thank you for your cooperation. I trust the withdrawal will be processed smoothly from your side.

Dear imbahimovic,  

I am pleased to hear the good news. I remain hopeful that, with the successful verification, the withdrawal will proceed without any additional issues. Kindly inform me once you have received your winnings.

For some reason my withdrawal was declined again.

Jostain syystä nostoni hylättiin taas.

Hi, You have been informed by our customer support team, check your email and if any further questions please reach out to them related your account.

Just out of curiosity, I would like to know how I get this message? "Hello Mico,

Your withdrawal has been cancelled since you have not yet provided the documentation requested by the Verification team." Didn't I just make that additional verification and send a screenshot of it to this discussion? How long will this really go on?

Ihan mielenkiinnosta haluaisin tietää että miten saan tälläisen viestin? "Hello Mico,

Your withdrawal has been cancelled since you have not yet provided the documentation requested by the Verification team." Vastahan minä juuri tein kyseisen lisävahvistuksen ja lähetin siitä kuvakaappaksen tähän keskusteluun? Kauanko tätä nyt oikeasti jatkuu?

Hi, That is an automated email that goes out when the withdrawal was cancelled on your account. You should have received an information email from our customer support team related to all the actions taken on your account. If you have further questions regarding that please reach out to them. From our end this case can be closed here.

Dear Casinoways Team,  

I recognize that successfully completing the verification process does not guarantee that the withdrawal will be processed if additional checks are still underway. However, I would be grateful if you could provide clarification regarding the recent cancellation of the player's withdrawal request.

The customer has got all information in the email we sent him already.

Dear imbahimovic,  

Could you please clarify what requirements remain to be fulfilled by you before the casino team can proceed with the withdrawal?

That's what I've been trying to ask here, I made the necessary additional confirmation and then made a withdrawal request, the withdrawal request was rejected but no reason was given.

Sitä olen tässä yrittänyt kysyä, tein tarvittavan lisävahvistuksen jonka jälkeen tein nostopyynnön, nostopyyntö hylättiin mutta syytä sille ei annettu.

Hi, We have sent you an email with the explanation regarding this Today 12:46. Appreciate if you could read that email and close this complain as solved after.

It's not possible for you to close my account and reset my account balance, is it? I haven't broken any of the welcome bonus rules, so this nonsense has to stop. You've been keeping me waiting for 1.5 months now and sending me more and more documents just because you're closing my account?😂

Eihän tämä nyt ole mahdollista että suljette tilini ja nollaatte pelitilini balancen? En ole rikkonut missään kohtaa tervetuliasbonuksen sääntöjä, joten tähän pelleilyyn on tultava stoppi. Olette nyt 1.5kk antaneet mun odotuttaa ja lähetellä teille kokoajan lisää ja lisää dokumentteja vain sen takia että suljette tilini?😂

If you read the email, there are all the proof and reasons why the account is closed and the funds are confiscated. From our end the case is closed here, if you as a customer wants further information i would suggest that you speak directly with out support team and they can assist.

Dear imbahimovic,  

Could you kindly provide the recent emails you received from the Casinoways Team concerning the purported rule violation you are said to have committed? You may either post it directly in the complaint thread or send it to my email at michal.k@casino.guru.

Transmitter.

Lähetin.

Dear imbahimovic,

Thank you for your email. According to the casino team, it appears that there have been several rule violations on your part. 

Could you please confirm whether you have registered only one account with CasinoWays? Additionally, do any of your family members or friends hold an account with Casinoways? If they do, have you possibly played or accessed the casino simultaneously from the same location, perhaps during a visit?

I would also appreciate it if you could specify which games you played while the bonus was active. Were there any games that the system automatically restricted? Was the game Super 7s normally available to you during the bonus period, or did you receive any notifications indicating that this game was not permitted to be played with an active bonus? Furthermore, were you informed that continuing to play this game could lead to the confiscation of your winnings?

Dear Casinoways Team,

Can you please forward me any evidence of the rule violations you have the player accused of at michal.k@casino.guru?

Could you kindly clarify whether the restricted games become automatically inaccessible at the software level when an active bonus is in use, or if players receive notifications regarding these restrictions through a pop-up message?

Sent

I have only registered once, my family members have not played at Casinoways. I played Super 7 and there was no notification that it could not be played.

Olen rekisteröiytyt vain kerran, perheenjäseneni eivät ole pelanneet Casinowayssillä. Pelasin Super 7 eikä siitä tullut mitään ilmoitusta etteikö sitä voisi pelata.

Thank you for the information and evidence provided, Casinoways Team.

Dear imbahimovic,

I have now gathered information and evidence from the casino team to understand the situation.

After analysing all relevant information and evidence, we must, unfortunately, reject this complaint as it is deemed unjustified. This conclusion arises from a violation of the casino's terms and conditions, as well as the bonus terms. Specifically, multiple accounts associated with your account that were created in relatively close succession with some matching personal information, have claimed the same bonuses and deposited the same or very similar amounts via the same payment method. Additionally, the gameplay patterns observed in those accounts were either the same or strikingly similar to yours. As you confirmed no one from your family has an account at Casinoways, all the abovementioned facts cannot be dismissed as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as was communicated to you by the casino team earlier.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru