Casinoways - Igrač ne može da povuče sredstva.

The casino is not allowing withdrawals even though all the requested documents have been submitted.

Ei anna nostoa, vaikka kaikki documentit on annettu joita kasino on pyytänyt

Dear EelisH1,

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 better understand the situation. 

• 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?
• Is it possible for you to check the status of the verification of your documents or player's account? Could you please share a screenshot?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

1. The account is fully verified, the chat says that no more documents need to be sent to my account.
2. The reason is simply stated "Your withdrawal has been canceled since you have not yet provided the documentation requested by the Verification team."
3. 
   

4

When I try to withdraw from the casino, there is no "sumsub verification" section.

1. Tili on täysin vahvistettu, chatissa sanotaan, ettei tiliini tarvitse enempää lähettää dokumentteja.
2. Syyksi on vain kerrottu "Your withdrawal has been cancelled since you have not yet provided the documentation requested by the Verification team."
3. 
   

4

Kun koittaa nostaa kasinolta, mitään "sumsub verification" kohtaa ei ole.

Thanks for the explanation.

Have you confronted casino support with the contradictory information you received?

Was the casino able to assist you or clarify the next steps on how to proceed with your payout?

They just say try to make a new withdrawal request and a confirmation link should appear, but it doesn't.

He vain sanovat, että koita ottaa uusi nostopyyntö ja vahvistuslinkki pitäisi ilmestyä, mutta se ei ilmesty.

Thank you very much, EelisH1, 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 EelisH1 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

If the customer reach out to the customer they can provide him with a link directly to the automated verification process.

Thank you for the update Casinoways representative.

Dear EelisH1, please contact customer support as requested and keep us updated. Thank you in advance for your cooperation!

I got the confirmation link to work via email and successfully completed it, now I'm waiting for the withdrawal to arrive in my account.

Vahvistuslinkki saatiin toimimaan sähköpostin kautta ja sain sen onnistuneesti tehtyä, nyt odottelen noston saapumista tilille.

Now I got the same answer as before. Even though confirmations and documents have been sent.

nyt sain saman vastauksen, kuin aikasemmin. Vaikka vahvistukset ja documentit on lähetetty.

Hi, You will receive an update by email shortly regarding your account.

Think this thread can be closed as customer has been informed already yesterday regarding his account and which actions has been taken.

I got informed in that email that Casinoways have banned/deleted my account and confiscated all the money I've originally deposit and won by playing.

And a big pile of false claims that I've broke terms of use. I don't think this is fair.

Thank you to both parties for the update.

Dear Casinoways representative, the complaint won't be closed until proper evidence for why the player's account was closed is provided or the player considers the issue resolved as is our policy. I would appreciate it if you could clarify what the player has done to warrant the blocking and confiscating of the funds. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Email has been sent

Thank you for providing me with the evidence Casinoways representative.

EelisH1, the casino representative has provided me with evidence of multiple accounts. We strongly advise against such behaviour as it can lead to a similar situation in the future as casinos have many tools to check for this activity. With this in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter