Koi Casino - Player believes that their withdrawal has been delayed.

Hello Casinoguru,

I have a problem I would like your help with. on the night of April 24/25 I made deposits on www.koicasino.com one of my deposits was never credited to my account with koicasino the amount was 200 euros.

The next day I contacted koicasino as a message that my money would be back in my account within 48 hours, but after 48 hours I still hadn't received my money back.. So I contacted customer service again who then asked me for a bank statement, this I sent to them and they confirmed that the payment had not been credited to my account and they would look into the matter.

The following day, I contact customer service again, who then informs me that the money should arrive at the latest the same day late in the evening.. But... the following day, there was no money in my account either.. I then contact customer service again, who informs me that they will send the case to their finance department who will get back to me. now almost over a week has passed and I have not received any response from their finance department or my money back.

The chat only says that they are apologizing and looking into the matter, but now I think it's starting to take too long. feel like they keep my money.

I couldn't upload my chat logs and statement pictures here so I'll be happy to send them over to you.

Dear Olleboll3,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's been 11 days which means on Monday it's been 14 days and they still haven't gotten me any information regarding my payment. What I can also add here is that I never made any withdrawal. the money was withdrawn from my bank-account to their bank-account without me receiving any money in my account at Koicasino. Which then means that my money must be sent back from Koi casino.

Do you have an email I can send all the documents to?

Contacted Koicasino again today. Now 14 days have passed without any response from their finance department or my money in my account. The live chat just says that there is no answer yet and that they should remind their finance department. This is getting very frustrating.

Dear Olleboll3,

Have you received your withdrawal from the casino yet?

Jag har inte fått mina pengar eller något svar än.

Kan nu informera om att jag ser insättningen som reservation på mitt konto så den bör landa snart. Tack för hjälpen.

Thank you very much for the update, Olleboll3. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hej Kristina, meddelar här med att pengarna har kommit in på mitt konto. Tack för dina svar, önskar dig en fin dag!

Dear Olleboll3,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru