Cawino Casino - Pelaajan kotiutukset viivästyvät toistuvien asiakirjapyyntöjen vuoksi.

Hello,

Unfortunately, there are once again issues with a casino from Liernin Enterprises Ltd., which has happened quite often before.

I would say I have a good amount of experience with online casinos.

And once again, this casino is delaying the verification and withdrawal processes.

I have fulfilled all the requirements to verify my account.

I have uploaded everything requested, several times even.

Identity Document

Proof of Residence

Jeton Account Confirmation

Deposit Confirmation

Yet, I am repeatedly asked to upload the same documents even though they are clearly correct.

(All deposits made into my Jeton account from 10/15 to 11/15, as shown in the credit card statement)

I receive no explanation for what exactly is wrong; it is simply rejected, and they play for time.

I urge the casino to provide a statement.

Hallo,

Leider gibt es wieder einmal Probleme mit einem Casino vom Hause Liernin enterprises ltd. wie schon des öfteren.

Ich würde behaupten ich habe gut Erfahrung was online Casinos betrifft.

Und hier wird wieder auf Zeit gespielt in diesem Casino, was Verifizierung und Auszahlung betrifft.

Ich habe alle Forderungen erfüllt zum verifizieren meines Kontos.

Ich habe alles hochgeladen was gefordert wurde MEHRMALS sogar.

Ausweis Dokument

Wohnort Nachweis

Jeton Account Nachweis

Einzahlungsnachweis

Und immer wieder werde ich aufgefordert das gleiche hochzuladen obwohl es ganz klar das richtige Dokument ist.

(Alle getätigten Einzahlungen in mein Jeton Konto von 15.10-15.11 (Anhand der Kreditkarten Abrechnung)

Ich bekomme keinerlei Erklärung was genau falsch wäre, es wird einfach nur abgelehnt und auf Zeit gespielt

Ich fordere das Casino auf Stellung zu nehmen

Dear Kagi333, 

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. 

Has any of your identity documents been approved during the KYC process, or have they all been rejected so far?

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

Please forward me the documents you keep sending to the casino for verification at veronika.l@casino.guru.

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, 

Veronika

Hello,

First of all, thank you for your help. I have just received another e-mail and I simply do not understand the problem. Maybe I am just too stupid. I am sending the documents to

Steven (Cawino)

22 Nov 2024, 17:09 EET

Dear Michael Johann ,

Thank you for contacting us.

Kindly be informed that we need transaction history of the payment method you had used to top up Jeton account, before the deposit to us on 11.11.24.

The amount of your deposit to the casino is 70 EUR, and its visible on Jeton transaction history , but the transfer for 70 EUR before you used to deposit is not visible in any of the provided statement

This is why your documents are getting rejected kindly provide us with transaction history that shows that transfer.

Best regards

Cawino Team

To add additional comments, reply to this email.

Casino homepage has actually just been taken offline, so I no longer have access

Hallo,

danke zuerst einmal für Ihre hilfe ich habe gerade soeben wieder eine e-mail erhalten und ich verstehe einfach dass Problem nicht , vielleicht bin ich auch einfach zu dumm. Ich sende die Dokumente bei

Steven (Cawino)

22 Nov 2024, 17:09 EET

Dear Michael Johann ,

Thank you for contacting us.

Kindly be informed that we need transaction history of the payment method you had used to top up Jeton account, before the deposit to us on 11.11.24.

The amount of your deposit to the casino is 70 EUR, and its visible on Jeton transaction history , but the transfer for 70 EUR before you used to deposit is not visible in any of the provided statement

This is why your documents are getting rejected kindly provide us with transaction history that shows that transfer.

Best Regards

Cawino Team

To add additional comments, reply to this email.

Casino Homepage wurde tatsächlich gerade offline genommen, habe somit keinen Zugriff mehr

Thank you for your emails and replies.

It seems that the casino is requesting verification regarding the origin of the €70 you deposited via Jeton. Specifically, they are asking you to provide a bank statement for the payment method you used to fund your Jeton account.

This is a standard procedure that casinos often follow to ensure that the funds used for gambling belong to you and not a third party. Are you able to send such a document to the casino?

The problem is that I have already sent in my bank statement (credit card) with which I topped up my Jeton account 10 times and it keeps being requested.

Problem ist folgendes, dass ich meinen Kontoauszug (Kreditkarte) mit der ich mein Jeton Konto aufgeladen habe, schon 10 mal eingeschickt habe und es wird immer wieder verlangt.

Thank you very much, Kagi333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Kagi333 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cawino Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

I am now again put off by an automated email telling me to upload it to the homepage, but they have simply closed the casino homepage

Ich werde nun wieder vertröstet durch eine automatisiert E-Mail ich solle es auf der Homepage hochladen allerdings haben sie die Casino Homepage einfach geschlossen

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter