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I am submitting this complaint regarding the removal of €10,034 from my Casinoin account after the casino initially approved and processed my withdrawal verification.

I played normally for several hours and the games operated without any visible errors, warnings, interruptions, or malfunction messages. At no point did the casino or the game provider notify me about any technical issue while I was playing.

After winning, the casino requested full verification documents, including identity documents, payment card verification, selfies, and proof regarding my cards. I provided everything requested and fully cooperated with the verification process.

During this time, the support team informed me that I could continue using the funds normally, including in other games, while waiting for the withdrawal process to be completed.

Only many days later, after the verification process had already been completed, Casinoin suddenly removed €10,034 from my balance and claimed that the winnings were related to a "technical malfunction" in the provider’s system.

However, the casino has not provided:

- any technical report,

- any provider statement,

- any gameplay logs,

- any proof of malfunction,

- or any evidence showing that I intentionally exploited anything.

The games appeared to function completely normally from the player’s side.

Additionally, the casino repeatedly delayed the case, asked for verification documents for many days, and never mentioned any alleged "technical issue" until after my balance was removed.

I believe the removal of my winnings was unfair and unsupported by sufficient evidence.

I kindly request Casino Guru to review this case and help obtain either:

- restoration of the removed balance,

or

- transparent evidence proving the alleged technical malfunction and its direct impact on my winnings.

I have attached screenshots, emails, and chat conversations as supporting evidence.

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Hello,

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

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

• Is your player's account accessible to you?
• Have you passed account and identity verification?
• What games and game providers have you played? Which of these games led to the most significant wins?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify the date when the significant gameplay took place?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your assistance.

1) Yes, my account is still accessible and I can log in normally.

2) Yes, I completed the full verification process successfully. I submitted all requested documents, including ID verification, payment card verification, selfies, and additional proof requested by the casino.

3) I only played the slot game "Lucky Joker 10" by Amatic. All of the disputed winnings came from this specific game during normal gameplay.

4) No bonus was used. The funds originated from my own €20 deposit.

5) The gameplay session took place on 18/04/2026 and continued until approximately 03:57:44 AM.

During the entire session:

- the game functioned normally,

- there were no interruptions,

- no error messages,

- no warnings,

- and no indication whatsoever that the game had any malfunction.

Additionally, after the winnings were generated, the casino support team confirmed that I could continue using the funds normally while the withdrawal was pending.

Only after many days of verification and after requesting all my personal documents did the casino suddenly remove €10,034 from my balance and claim a "technical malfunction".

The casino has still not provided any technical evidence, provider report, logs, or proof showing any visible malfunction during gameplay.

Thank you again for reviewing my case.

I am attaching additional screenshots showing:

- my real-money deposits,

- the exact gameplay session timestamps,

- and the continuous activity on Lucky Joker 10.

These records confirm that the game was functioning normally for hours without any visible errors, interruptions, or malfunction warnings, and that the winnings originated from my own deposited funds without any bonus.

Dear Erando,

Thank you for your patience while we carefully reviewed your case, and I truly appreciate the detailed information you have provided throughout the process.

Please note that the origins of the technical glitch have been made public prior to your complaint submission. https://www.newsnet5.com/news/amatic-industries-slot-game-server-breach-massive-payouts/. Based on these circumstances, we are unable to support you in your pursuit to have winnings paid out. Since you confirmed your winnings were accrued by playing the affected game in the appropriate time window, we can't consider your winnings legitimate, and, consistent with other cases currently present on our website, your case will be rejected as a result. We hope you won't face a similar situation in the future.

I’m sorry that we couldn’t bring you a more favorable outcome, but please don’t hesitate to reach out if you need assistance with any other issue in the future.

Kind regards

Tomas

Casino.Guru