Casinoin - Hráč se snaží vybrat své výhry.

I asked to withdraw 3 times 500 euros and once 300 (it wouldn't let me withdraw the entire amount)! After one day they sent me an email that the transaction was canceled without explaining anything more! Then I contacted the live chat and they don't give me any explanation!

Ζήτησα να κάνω ανάληψη 3 φορές απο 500 ευρώ και μία φορά 300 (δεν με άφηνε να σηκώσω ολόκληρο το ποσό ) ! Μετά απο μία μέρα μου έστειλαν mail ότι ακυρώθηκε η συναλαγή χωρίς να μου εξηγήσουν τίποτα παραπάνω! Στη συνέχεια επικοινώνησα με το live chat και δεν μου δίνουν καμία εξήγηση !

Dear mpimpilasp,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I asked several times to verify the account and they say that it is not necessary! In fact they cancel my withdrawal without telling me the reason, all they say is that they have forwarded the issue to the relevant department! No, the profit was not from a bonus, it was from my regular deposit!

Ρώτησα πολλές φορές για να κάνω επαλήθευση λογαριασμού και λένε ότι δεν χρειάζεται ! Στην πραγματικότητα μου ακυρώνουν την ανάληψη χωρίς να λένε τον λόγο το μόνο που αναφέρουν είναι ότι έχουν προωθήσει το ζήτημα στο αρμόδιο τμήμα ! Όχι το κέρδος δεν ήταν από μπόνους ήταν από κανονική δικιά μου κατάθεση !

They keep canceling my withdrawals without giving me any alternative on how to get my money! Do you know where I can file a complaint?

Συνεχίζουν να μου ακυρώνουν τις αναλήψεις χωρίς να μου δίνουν καμία εναλλακτική για το πως μπορώ να πάρω τα χρήματα μου ! Μήπως γνωρίζετε που μπορώ να κάνω καταγγελία ;

Thank you very much, mpimpilasp, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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 mpimpilasp,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casinoin representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

We have reviewed the case and see that the player has just recently provided all the requested documents for verification. Once the verification has been completed successfully, the customer will be able to withdraw.

Currently the documents are under review by the security team.

We will notify the customer once the status of the verification has been changed to successful.

We thank you for understanding and patience.

Best regards.

Dear Casinoin,

Thank you for the provided information.

Could you please let us know once the player's account is verified?

Thank you very much in advance.

Kind regards,

Stefan

Hello,

According to updated information, the player's account has been already verified and he is successfully withdrawing his winnings.

Please let us know if we can be of any more assistance on this.

We apologise for the temporary inconvenience caused.

Best regards,

Casinoin Team

Dear mpimpilasp,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Yes, I made 2 payments and received them normally! Thanks a lot for the help

Ναι έκανα 2 πληρωμες και τισ έλαβα κανονικα! Ευχαριστώ πολυ για τη βοήθεια

Dear mpimpilasp,

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 very much for your cooperation. 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,

Casino.Guru