Casinoin - Hráč se snaží vybrat si výhru.

I've been holding off with the payout for 1 month. I had to set up an Ecopayz Kono to pay out. Now I am told all the time that Ecopay has problems and cannot be inflicted at the moment. I am held out in a structured manner. Correspondence that extends over several pages. Deposits, only withdrawals don't work. The Ecopayz account was added before it was simply gone and since then it has been postponed again. Payouts are made so difficult here that the money is more likely to be gambled away and I think this is the background to the whole thing.

Ich werde seit 1 Monat hingehalten mit der Auszahlung. Ich musste mir extra ein Ecopayz Kono einrichten um auszuzahlen. Jetzt wird mir die ganze Zeit gesagt das Ecopay Problme hätte und momentan nicht zugefügt werden kann. Ich werde strukturiert hingehalten. Schriftverkehr der sich über mehrere Seiten zieht. Einzahlungen funktionieren nur Auszahlungen nicht. Das Ecopayz Konto wurde schonmal hinzugefügt dann war es einfach wieder weg und seit dem wird wieder aufgeschoben. Auszahlungen werden einem hier so schwer gemacht das das Geld eher wieder verspielt wird und dies denke ich ist auch der Hintergrund bei dem ganzen.

Dear Florian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you ever made any successful withdrawals before? Is there any other withdrawal method that would be suitable for you?

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@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,

Kristina

Thank you very much Florian for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Florian,

I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

The problem is that I have specially created an account for the payout on the recommendation of the casino. Now it is said all the time that there are problems with this withdrawal method, I've been waiting for a month now. Of course, money was lost again during that time and I think that this is the background for the eternal postponement and the problems. 4 months ago I had exactly the same problem with this casino - it just didn't want to be paid out, in the end I gambled it away because I couldn't get it.

Kind regards

Das Problem liegt darin das ich mir extra ein Konto angefertigt habe für die Auszahlung auf Empfehlung des Casinos. Jetzt wird die ganze Zeit gesagt das es Probleme mit dieser Auszahlmethode gibt, ich warte jwtzt schon einen Monat. Natürlich wurde in der Zeit auch wieder Geld verspielt und ich denke das dies der Hintergrund für das ewige aufschieben und die Probleme sind. Vor 4 Monaten hatte ich genau das gleich Problem mit diesem Casino es wollte einfach nicht ausgezahlt werden, am Ende hatte ich es verspielt weil ich nicht dran kam.

Mfg

My chat now extends over several pages where the same thing is said again and again that I should wait and that there are problems. The annoying thing about it is that you gamble away money again which you would have paid out at that moment, but it doesn't work because you don't know whether they want to pay out at all or whether it will be postponed until it has been gambled away again.

Mein Chat zieht sich jetzt auch schon über mehrere Seiten wo immer wieder das gleiche gesagt wird das ich warten soll und das es Probleme gibt. Das ärgerliche daran ist das man wieder Geld verspielt was man in dem Moment eher ausgezahlt hätte aber es geht ja nicht, weil man nicht weis ob sie überhaupt irgendwann auszahlen wollen oder ob es so lange aufgeschoben wird bis es wieder verspielt wurde.

Dear Florian,

did you lose your winnings? If yes, I'm afraid I can't help you. In such cases, you need to wait and don't play.

No, this time everything is still there ...

I meant that I had the same problem once and then gambled away the profits (3 months ago)

But it is generally annoying when you do not have the opportunity to pay out winnings but are always forced to wait ...

Nein es ist diesmal noch alles da....

Habe gemeint das ich das gleiche Problem einmal hatte und die Gewinne dann verspielt habe (3 Monate her)

Es ist aber generelle ärgerlich wenn man nicht die möglichkeit hat Gewinne auszuzahlen sondern immer zum warten gewzungen wird...

We would like to ask the Casinoin 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’.

Hello,

Thank you for your request.

I am very sorry for the situation occurred. As I can see the customer made a deposit using the payment option that doesn't support payouts. Later he attached Ecopayz wallet as it was recommended and managed to withdraw some of his winnings.

Unfortunately, we are indeed experiencing some issues with the payment system Ecopayz and the customer was asked to attach an alternative payment method to be able to withdraw full amount of his winnings and not to wait.

Please accept our apologies for the inconvenience caused.

Dear Florian,

try to use an alternative payment method for withdrawal and let me know if it works.

The problem I see in the matter is to be paid out for everything, I pay a total of 300 euros, because of all the problems that have arisen there I would have liked a little more. A few casino streamers explain exactly what the background to this ongoing postponement is and this works for the casinos in one respect.

Kind regards

Das Problem was ich an der Sache sehe ist für alles auszuzahlen zahle ich insgesamt eine Gebühr von 300 Euro,durch diese ganzen Probleme die dort aufgekommen sind hätte ich mir etwas mehr gegenkommen gewünscht. Ein paar Casinostreamer erklären ja auch ganz genau was dieses andauernde aufschieben für einen Hintergrund hat und dies funktioniert für die Casinos ja schon in einer Hinsicht.

MFG

I answered yes I do not understand why they are still waiting for an answer from me.

Habe ja geantwortet verstehe nicht wieso immernoch auf eine Antwort von mir gewartet wird.

After the third payout, I am missing 60 euros of the winnings, since I have to pay out 18 times because of the (500) euros payout limit, you can then extrapolate that.

Nach der dritten Auszahlung fehlen mir schon 60 Euro der Gewinne, da ich 18 mal auszahlen muss wegen (500) Euro Auszahllimit kann man das ja dann auch hochrechnen.

Hello,

We see that you were able to withdraw some of your funds.

Please kindly be advised that 500 EUR is one-time withdrawal limit, however daily withdrawal limits are much higher. This information can be found in the Limits and Fees section of the website.

We apologize for any inconvenience caused.

Kind regards.

I am aware of this, but the losses come from the transfer transfer and debiting at Bitcoin

Dies ist mir bewusst, die Verluste kommen aber durch die Überweisung umbuchung und Abbuchung bei Bitcoin

Dear Florian,

how much were you able to withdraw, please?

So far 3000 euros ...

Bisher 3000 Euro ...

Dear Florian,

try to withdraw the rest and let me know about your progress.

Dear Florian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

It is so that I can withdraw the money but with a lot of losses.

Es ist so das ich das Geld abheben kann aber mit relativ viel Verlusten.

Dear Florian,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru