Casinoin - El jugador tiene problemas para completar la verificación de la cuenta.

Good evening.. I opened an account at casinoin on Monday .. I deposited 830€ in a short time and made a profit of 3900€ .. since then they ask me for various details which I give them and every day they ask for something else. yesterday they asked me for moves of my bill in the month of December in PDF file.. this file is not available from my bank even they tell me to send it with screenshot wherever I send it to them. today they told me that they don't accept it in screenshot.. please help me to even get the money I deposited back..

Καλησπέρα σας.. άνοιξα λογαριασμό στο casinoin την Δευτέρα ..έκανα καταθέσεις 830€ μέσα σε λίγη ώρα και έβγαλα κέρδος 3900€ ..από τότε μου ζητάνε διάφορα στοιχεία που τους τα δίνω και κάθε μέρα ζητάνε και κάτι ακόμα.χθες μου ζήτησαν της κινήσεις του λογαριασμού μου το μήνα Δεκέμβριο σε PDF αρχείο.. αυτό το αρχείο δεν υπάρχει διαθέσιμο από την τράπεζα μου ακόμα και μου λένε να τους το στείλω με στιγμιότυπο οθόνης όπου και τους το στέλνω.σημερα μου είπαν ότι δεν το δέχονται σε στιγμιότυπο οθόνης.. παρακαλώ πολυ μια βοήθεια έστω να πάρω τα χρήματα που κατέθεσα πίσω..

Dear Apostolou1312,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

My brother had an account in this casino but he was depositing money from my bank card..my brother has closed his account and I opened an account..now the casino is asking me to see all my movements in my account within month of December that I don't know how legal it is for him to ask for it because it is personal data..

Σε αυτό το καζίνο είχε λογαριασμό ο αδελφός μου αλλά έβαζε χρήματα απο την δικιά μου τραπεζική κάρτα..ο αδερφός μου έχει κλείσει των λογαριασμό του και άνοιξα εγώ λογαριασμό..τώρα το καζίνο μου ζητάει να δει όλες μου της κινήσεις του λογαριασμού μου εντός του μήνα Δεκεμβρίου που αυτό δεν ξέρω κατά πόσο νόμιμο είναι να το ζητάει γιατί είναι προσωπικά δεδομένα..

Thank you, Apostolou1312, for the update. Please understand that it is strongly forbidden in the majority of online casinos to use a third-party payment method to deposit/withdraw funds. Since your card has been misused by your brother, it will be now more difficult to complete the verification. My only advice would be to fully cooperate with the casino and keep me informed about any further developments. Looking forward to hearing from you.

I sent them all the data they asked for and it was accepted after a week of hassle where they asked me for data ..now I am waiting for their response to tell me if my account will be verified ..with the first update I will answer you what is going on and if you can help me help with my money

Τους έστειλα όλα τα δεδομένα που ζήτησαν και έγιναν αποδεκτά μετά από μια βδομάδα ταλαιπωρίας όπου μου ζητούσαν δεδομένα ..τώρα περιμένω απάντηση τους να μου πουν αν θα επαληθευτεί ο λογαριασμός μου..με την πρώτη ενημέρωση θα σας απαντήσω τι γίνεται και αν μπορείτε να με βοηθήσετε με τα χρήματα μου.

Hello Apostolou1312,

Have there been any developments since our last conversation, please? 

Dear Apostolou1312,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.