Casinoin - Zahtev za povlačenje igrača je odložen.

Hello everybody, I saw that you have casinoin on your casino list and thought that you could help me with this issue. The 26/12/24 I made a 750$ deposit and get a 750$ casino bonus, in order to play your bonus have to either or use all your real money. I asked if I could place a bet in order to start playing my casino bonus and they said I could. So I started playing my bonus, in the terms and conditions there are no bet limit but I never played with a bet higher that 5$. Once I wagered my bonus 35 times (26,250$) I finally claimed my bonus of 7221.62$ that was already converted in real money, and I won 922$ from the bets that I placed beforehand. That’s when the problem with their endless "verification process" started, it took them 4 days to send the first email asking for documents that honestly I’ve never been asked before such as: Selfie of you holding your Passport/ID card front page and a bank card. Photo must be taken on the background of this chat. I thought that they after the verification they would eventually pay me because they already did before with smaller amounts, so I sent all the documents requested and waited. After a couple of days they asked for more documents such as: a picture of my passport with all 4 angles uncropped and the bank statement that shows the deposit that I made on their casino, I had to wait a couple of days for my bank statement to appear on my banking account, and eventually sent all the requested documents again. The 1/05/25 I receive an email asking for additional documents, at first I was obviously frustrated and refused to send the documents, but then they told me that I agreed with the terms and therefore they had to right to ask additional documents but also promised me that their relevant team is working on it and they would pay me after this verification procedure. After deciding to send for the FOURTH time the requested documents the 7/01/25, I receive a last email saying: Thank you, we have already forwarded them to our specialists for checking, once update would come, you will be promptly notified. Thank you. Since then I’ve never received a real update and I’m still waiting for them to process my withdrawals, I’d be honest after sending all those documents and waiting for so long i fell swindled, that’s why I’m contacting you, with the hope that you will considerate this situation and contact them directly to resolve this issue. Please if you need further information regarding the matter fell free to ask, I’ll send you some screenshots if they are necessary.

Dear Dima11,

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, but I agree that this seems to be a bit long.

• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Hello Kristina, Thank you for replying! To make you understand the issue I’ll tell you a list of the documents I’ve sent to complete the KYC : picture of my id both sides, bank statement, and picture of me holding the id for standard verification, and picture of my holding my id, a photo of a document that proves the ownership of my bank card ( I sent a debit card agreement) and a picture of holding my passport/id front page and my bank card with the background of the email that they’ve sent me, a second statement showing the 750$ deposit that I made, photo of my card on its own (again) and picture of my passport with the 4 corners uncropped (again), and 4 separate receipts for four random transaction. As you can see the list is very long and this process started almost a month ago, I always complied with the request, except the last time when they asked me for receipts for transactions they have nothing do with, but then I sent them anyways the day after. I’m aware that the KYC process is an important process, but all this documents are able to verify me according to their terms and condition: 2.1. for establishing your identity and/or verification of your age, your identification documents,

- 2.2. for verification of your address, a bank statement, utility bill, or other documents,

- 2.3. for the validation of a payment transaction or a withdrawal of funds, the documents requested by our partners - payment systems or agents, in accordance with the professional requirements for combating money laundering and illegal financial transactions. They haven’t asked me documents since the 8/01/25 that’s when I sent them the last document requested, they also promised me that the high quality verification process (that’s how they call it) takes up to 5 DAYS since the last document is shared. As you can see the 5 days already went by, and I’ve tried to contact them in many ways through email and the live chat but they always replied with the same message:"Do not worry please, we will keep you informed as soon as we receive any updates from the specialists. At the moment, the relevant team is still working on your request but we are doing our best to speed up the process as much as only possible" "We sincerely appreciate your patience during this period and apologize for any temporary inconvenience this may have caused" "I have asked my colleagues to speed up the process, and I will inform you as soon as I receive any information" I’ve received the same messages since last week, and now I fell really suspicious about this verification procedure it fells like they’re trying to take as much time as possible to find an excuse to don’t pay me (regardless of all documents that I’ve sent). I will send screenshots of the conversation between me and the casino from the 12/26 to today.

Thank you very much, Dima11, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Dima11,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinoin representative to join this conversation.

Dear Casinoin,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

-Update (23/01/25) After more than two weeks, I haven’t received an answer from the security department, they haven’t asked for more documents nor verified my account. I won’t lie by saying that I fell suspicious and swindled by their attitude, because all the answers that I have received regarding my verification process were: either written by bots or really general and similar to each other. I’d like to see Casinoin replying to this complaint, but seen the situation I really doubt that will happen.

Update (30/01/25) I’m thrilled to say that almost 3 weeks my account has been verified, however, I still don’t trust this casino ( for reasons that I’ve already stated) even though my account has been verified. So I’d like to call this case solved once I receive the winnings that I’ve won over a month ago. Thank you for your cooperation and help on this issue!

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.

Update (29/01/25) Hello everyone my account has officially verified yesterday (28/01/25) and one payout out of the three payouts that I’ve made has been processed and paid. I will notify you when casinoin will process my other two payouts, so you can mark this case as "solved". I really appreciate your cooperation and help, and I wish you a good day!

Hello everybody, I’d like to inform that I’m not anymore eligible for any type of promotion on Casinoin, however, after verifying my account and canceling my withdrawals without advising countless times, they decided to make payouts available for my account and to pay me my disputed amount (8143$). As of now I think my complaint has been resolved, and for this reason you shall mark this case as "resolved". I really appreciated your help and cooperation on this matter, and I hope that all the people that will ever file a complaint for Casinoin, will eventually get their money and case solved. Have a nice rest of the day!

Dear Dima11,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru