Oneline Casino - Player’s struggling to receive a refund.

I made 2 deposits.

None game opens. I tried to withdraw my money but was imposible.

Live chat isnt available and I have sent 4 messages 24 hours ago but i have no answer.

I dont know what i must do

Dear Marianthi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Δεν εχω παιξει καθολου απο τα χρηματα που κατεθεσα αφου δεν ανοιγουν τα παιχνιδια,

Οταν πηγα να τα κανω αναληψη μου ελεγε το συστημα να τους στειλω τα εγγραφα,

Τα εστειλα οτι ζητουσε .

Τριτη μερα σημερα δε πηρα καμμια απαντηση σε τοσα μηνυματα που εστειλα.

Ευχαριστω πολυ

Thank you very much, Marianthi, for your reply. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your refund.

I fully understand your frustration, however, I will set the timer for additional 5 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your refund. Thank you in advance for your patience.

Καλημερα

Επανερχομαι ξανα αφου περασανε 5 ημερες ακομη και δεν εχω λαβει καμια απαντηση απο το εν λογω καζινο.

Τωρα πλεον δεν μπορω να κανω ουτε εισοδο . Αναφερει οτι δεν ειναι διαθεσιμο.

Παρακαλω προσπαθηστε μηπως μπορειτε εσεις να επικοινωνησετε μαζι τους.

Ευχαριστώ

Thank you very much, Marianthi, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Marianthi,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Oneline Casino to participate in the resolution of Marianthi’s complaint.

ok

θα περιμενω την απαντηση τους για το θεμα μου

ευχαριστω πολυ

We would like to ask Oneline 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’.

Dear Marianthi,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority.

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.