Casinoin - Вывод средств игрока задерживается, а проверка аккаунта продолжается.

Hello,

I am writing about my experience with CasinoIN withdrawal and verification that is still in progress. I scored winnings on casino, played slots and wagered my winnings on 20.09.2024. I claimed their reload bonus. I made a deposit using my Mifinity wallet and my bank card. 

After that I was asked to do a verification which I promptly submitted. I sent my ID, pictures of my bank card and had to take selfie with ID, bank card and their chat in the background of that selfie (I know, right). After that I had to send Mifinity screenshots of my account (profile details, personal details, address, my wallet), then I had to screenshot all the transactions I ever made on Mifinity and the deposit I had made to their casino. Then, I sent my bank statement from my bank account.

Then they asked me to download Mifinity bank statement, which I could not do alone, so I had to contact Mifinity support to download it for me. I also had to share screenshots of my conversation with Mifinity team to them. I sent the Mifinity bank statement containing all the transactions I ever made with Mifinity, and then they claimed that that document is not showing all the transactions so I had to contact Mifinity team again so they can confirm that they provided me with document containing all the transactions I ever made, and screenshot it as the proof for CasinoIN team. Then they asked me to highlight my deposit to their casino and sent another Mifinity bank statement like that. Then they asked me to screenshot singular transactions in my Mifinity account so the more details could be shown. After that, I was asked to do a profile verification once again- I had to upload my ID, do a liveness check and upload my proof of address. I completed that verification a week ago, but they keep canceling my withdrawal again. I do not know what else to do, I completed all the verifications they asked for, and they asked so many during this 2 months, but they keep canceling my withdrawals. What should I do?

Thank you in advance,

Anamarija

Dear mirages005,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed whether you have passed the KYC verification?

Is there any pending withdrawal in your casino account?

Have you been informed by the casino why your recent withdrawal was canceled?

Could you please share your communication with the casino regarding the canceled withdrawals and the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Hello,

I understand the importance of account verification, which is why I promptly submitted all the requested documents. I submitted another withdrawal request today, as the one I made on November 26, 2024, was declined. 

They did not inform me about the cancellation and only mentioned that they have no updates yet and will get back to me when they do. However, I believe that two months of back-and-forth is too much time to wait.

I have also shared the communication with CasinoIN to your email.

Thank you again for your time and assistance.

Best regards,

Anamarija

Dear mirages005, could you please provide an update regarding the new withdrawal request you submitted?

Hello,

Yes, of course, I can. Please find a screenshot below. My withdrawal was declined again without any update from their side explaining why this occurred.

I have tried to get information on why my withdrawal history is blank and why my withdrawal was declined, but it has been very difficult to communicate with them. It feels as though they are intentionally delaying our conversation.

Please find the screenshot attached.

Dear mirages005, have you received any outcome of the verification process?

Hello,

No, I haven’t received any response yet, which is why I sent another email yesterday requesting an update. However, I still haven’t heard back. Additionally, the new withdrawal I requested yesterday is still pending.

Thank you very much, mirages005, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you mirages005 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casinoin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We would like to ask the 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’ which may negatively affect its rating.

CasinoIN verified my account an hour ago. I requested a new withdrawal since my previous one was declined. I hope it gets paid this time and will update you. Kind regards.

Dear mirages005, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, my withdrawal request was declined again. I’ve submitted a new withdrawal request now. Could the casino publicly explain why this happened? Their support team says the withdrawal is still being processed and will be completed, but when I logged in, it showed as declined.

We would like to ask the 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’ which may negatively affect its rating.

Dear Peter,

The customer's winnings have already been withdrawn.

We've provided our reply with additional information to your email - please kindly review it at your convenience.

Best regards,

Thank you for the update Casinoin representative.

Dear mirages005, can you confirm you have received the winnings and your issue has been resolved successfully? Thank you in advance!

Dear mirages005,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.