Asino Casino - Hráč si stěžuje na zavádějící informace o výběru.

I've made over 40 deposits! I am verified and my bonus has been wagered! I waited 30 hours after my successful verification for my withdrawals! What certainly isn't true here is that you get withdrawals in 10 minutes! I canceled the 1,000€ withdrawal and turned it into 3,500€! Then, an agent told me that the 1,000€ had been paid out, but it's up to the bank. Interestingly, I paid out with Skrill, not with the bank. So how could it have already been paid out if I was able to cancel the withdrawals?! Such deceit, really! I will wait for today. If my money doesn't arrive, I will pass it on to my lawyer and sue you for misleading me!

Ich habe über 40 mal einbezahlt! Ich bin verifiziert und den Bonus umgesetzt! Ich habe 30 Stunden nach meiner erfolgreichen Verifizierung auf meine Auszahlungen gewartet! Was hier sicher nicht stimmt, dass sie Auszahlungen in 10 Minuten bekommen! Ich habe die 1000€ Auszahlung storniert und daraus 3500€ gemacht! Nach dem eine Agentin mir erzählt hat die 1000 wurden ausbezahlt aber es an der Bank liegt. Komisch ich habe mit Skrill ausbezahlt und nicht mit Bank. Also wie konnte es schon ausbezahlt worde sein wenn ich die Auszahlungen stornieren konnte?! So verlogen echt! Ich warte heute ab. Sollte mein Geld nicht ankommen, gebe ich es meinem Rechtsanwalt weiter und verklage sie auf Irreführung!

Dear Samanstreetlife,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Asino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please post a screenshot of how the withdrawal appears in your transaction history in your casino account?
• Was the support the only source of information when it comes to this withdrawal in particular?
• Please understand it might take up to multiple days since a withdrawal that is processed by the casino will appear on your bank account or e-wallet.

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

Best regards,

Tomas

I had to wait 30 hours for my withdrawal! But when I asked, they canceled the request not even after 20 minutes and demanded a document which I submitted! Now suddenly they need longer. What I don't understand is why they don't ask for any documents when making a deposit. How illogical is it when I deposit over 40 times and wonder whether the Skrill account is really mine!

Ich habe 30 Stunden auf meine Auszahlung warten müssen! Aber bei der Anfrage haben sie nicht mal nach 20 Minuten die Anfrage abgebrochen und ein Dokument verlangt welches ich eingereicht habe! Jetzt aufeinmal brauchen die länger. Was ich nicht verstehe wieso sie bei der Einzahlung keine Dokumente verlangen. Wie unlogisch ist das, wenn ich über 40 mal einzahle und sich fragen ob das Skrill Konto wirklich meines ist!

There are only several licenses in the world that make it mandatory for the casino to complete account verification before any deposits are made.

This casino is licensed under Curacao Antillephone which doesn't enforce this obligation, therefore verification is requested only when a withdrawal is requested.

Could you please explain if you requested a withdrawal again?

Have you completed account verification successfully?

Dear Samanstreetlife,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.