Casinoin - El jugador aún no ha recibido las ganancias.

I have an account at Casinoin and my balance is around €400,000.

I started withdrawing €2,000 per day and within 5 days I successfully withdrew a total of €10,000. Suddenly my account was blocked and they asked me for new identification.

I sent them all the documents they requested: ID, driver's license, bank account statements from 2022. However, they told me that article 20 of their Terms was activated, meaning that an internal investigation is underway.

They didn't explain to me what they were investigating, what documents were missing, or when the investigation began. All they said was that the process could take up to 30 business days or more.

I have not broken any rules, nor have I done anything illegal. I am asking for your help to unblock my account and proceed with the withdrawal of the amount.

Thank you in advance for your support.

Έχω λογαριασμό στο Casinoin και το υπόλοιπό μου είναι περίπου €400.000.

Ξεκίνησα να κάνω αναλήψεις των €2.000 ανά ημέρα και μέσα σε 5 ημέρες έκανα συνολικά ανάληψη €10.000 επιτυχώς. Ξαφνικά ο λογαριασμός μου μπλοκαρίστηκε και μου ζήτησαν νέα ταυτοποίηση.

Τους έστειλα όλα τα έγγραφα που ζήτησαν: ταυτότητα, δίπλωμα οδήγησης, κινήσεις τραπεζικού λογαριασμού από το 2022. Παρ’ όλα αυτά, μου είπαν ότι ενεργοποιήθηκε το άρθρο 20 των Όρων τους, δηλαδή ότι διεξάγεται εσωτερική έρευνα.

Δεν μου εξήγησαν τι ερευνούν, ούτε τι έγγραφα λείπουν, ούτε πότε ξεκίνησε η έρευνα. Το μόνο που λένε είναι ότι η διαδικασία μπορεί να κρατήσει έως και 30 εργάσιμες ημέρες ή περισσότερο.

Δεν έχω παραβιάσει κανέναν κανόνα, ούτε έκανα κάτι παράνομο. Ζητώ τη βοήθειά σας για να ξεμπλοκαριστεί ο λογαριασμός μου και να προχωρήσει η ανάληψη του ποσού.

Ευχαριστώ εκ των προτέρων για τη στήριξή σας

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They also told me to wait patiently as my verification is being reviewed. I have sent them that they have also requested account movements since I started playing in 2022. I won about 440,000. Their policy is that they say I can withdraw 2,000 per day. So I did for 5 days 2,000*5 = 10,000. As soon as I got these, they blocked me. I can't play and they won't even withdraw 2,000 per day. They asked me for a lot of documents as I made an appointment with my bank and sent them. Since then, I have been sending them every day and they ask me to be patient. As you can see, the amount is very large and I am very upset. I have been playing for 3 years and I have never had a problem with withdrawals nor have they asked me for verification. I counted the deposits I have made to them for three years and the total was over 60,000 euros. It's very unfair to win and not be given anything and I don't know how to act or what to do. If you can help me. Thank you.

Ακόμα μου είπαν να περιμένω με υπομονή καθώς εξετάζεται η επαλήθευση μου τους έχω στείλει ότι έχουν ζητήσει και κινήσεις λογαριασμού από τότε που ξεκίνησα να παίζω από το 2022 κέρδισα περίπου 440000 Η πολιτική τους είναι λένε ότι μπορώ να κάνω ανάληψη 2000 την ημέρα . Ετσι και εγώ έκανα για 5 ημέρες 2000*5 =10000 . Μόλις πήρα αυτά με μπλοκάρανε δεν μπορώ να παίξω ουτε μου κάνουν την ανάληψη 2000 την ημέρα μου ζήτησαν πάρα πολλά έγραφα καθώς έκλεισα ραντεβού με την τράπεζα μου και τους τα έστειλα . Από τότε κάθε μέρα τους στέλνω και μου ζητάνε να κάνω υπομονή . Όπως καταλαβαίνετε το ποσό είναι πολύ μεγάλο και έχω στεναχωρηθεί πάρα πολύ . Εδώ και 3 χρόνια παίζω ποτέ δεν είχα πρόβλημα στις αναλήψεις ούτε μου είχαν ζητήσει επαλήθευση . Μέτρησα τις καταθέσεις που τους έχω κάνει τρία χρόνια και σύνολο ήταν πάνω από 60000 ευρώ . Είναι πολύ αδικο αυτό να κερδίζεις και να μην στα δίνουν και δεν ξέρω ούτε πως να κινηθώ ούτε τι να κάνω . Αν μπορείτε βοηθήστε με . Σας ευχαριστώ

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Could you please clarify whether you are completely unable to access your account, or if you are only blocked from making withdrawals?

Can you let us know which games you were playing when you won the amount?

Could you please share your communication with the casino? 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 very much in advance for your reply.

Dear player, has the casino provided any specific reason why you are no longer able to access your account? Have you received any explanation by email or through live chat about the account block?

Because they say I have a second account but I don't.

Επειδή λένε ότι έχω και δεύτερο λογαριασμό αλλά δεν εχω

Dear player, could you please send us the communication from the casino where they mention the issue of multiple accounts? You can either post screenshots here or send them directly to my email at dominika.l@casino.guru.

Has anyone else in your household (or someone you know personally, such as a family member or friend) also created an account at this casino?

Have you ever used a VPN or changed your IP/location while accessing your casino account?

No, none of that... unfortunately I don't have any receipts because my account is closed now and I can't chat with them... I'm very upset about all this... to win so much and not be given it...

Οχι τίποτα από όλα αυτά … δυστυχώς στιμιοτυπα δεν έχω διότι ο λογαριασμός μου ειναι κλειστός τώρα και δεν μπορώ να συνομιλήσω μαζί τους … είμαι πολύ στεναχωρημένος με όλο αυτό … να κερδίζεις τόσα πολλά και να μην στα δίνουνε …

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Than,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Casinoin to join the conversation.

Dear Casinoin,

Could you kindly clarify the reason behind the closure of the player's account? The player has indicated that they have been a customer of yours for three years and have successfully made withdrawals in the past. Therefore, I am eager to understand why they were recently accused of having multiple accounts, especially after achieving a substantial balance.

Please send any pertinent information and evidence to me at michal.k@casino.guru for an independent assessment.

Hello,

We have provided proof of the Terms and Conditions violation to the email address michal.k@casino.guru.

Kindly review it at your earliest convenience.

Kind regards,

Dear Casinoin,

Thank you for your email. I have responded back with some additional queries.

Dear Than,

Can you please confirm whether any of your family members or friends have an account at Casinoin? If they do, do you happen to play at the same time or at the same location, perhaps during a visit? Do you all enjoy playing the same games? Which devices have you used for playing in the casino?

No one else is playing, just me. I've also played on both of my iPhones, on my tablet, and maybe even on my computer.

Δεν παίζει κανένας άλλος μόνο εγώ επίσης έχω παίξει από τα δύο μου iPhone από το ταμπλετ μου ίσως και από τον υπολογιστή μου

I don't understand why the casino is acting like this...after I violated the terms as it says why did it accept my deposits? I have made deposits of over 60,000 euros in all these three years and when I won I made withdrawals normally...I think I have not violated anything and that they do not want to credit my winnings because they are a lot...I would like to defame this company through your page as as you can see when you win they do not give you your winnings.. when you make a deposit they accept them though! Unfortunately it does not work that way...

I've been very upset about this issue and I've been psychologically depressed... It's 430,000 and they're not giving me anything... even if they didn't give me everything, they should at least give me the deposits I've made all these years.

Δεν καταλαβαίνω γιατί το καζίνο φέρεται έτσι …αφού παραβίασα όρους όπως λέει γιατί δεχόταν τις καταθέσεις μου ; Έχω κάνει καταθέσεις πάνω από 60000 ευρώ σε όλα αυτά τα τρία χρόνια και όταν κέρδισα έκανα αναλήψεις κανονικά … θεωρώ ότι δεν έχω παραβιάσει κάτι και ότι δεν θέλουν να πιστώσουν τα κέρδη μου επειδή είναι πολλά … θα ήθελα μέσα από την σελίδα σας να γίνει δυσφήμιση σε αυτήν την εταιρεία καθώς όπως βλέπετε όταν κερδίζεις δεν σου δίνουν τα κέρδη σου .. όταν κάνεις κατάθεση τα δέχονται όμως ! Δυστυχώς δεν πάει έτσι …

μέσω στεναχωρηθεί πάρα πολύ αυτήν περίοδο με αυτό το θέμα και έχω πέσει ψυχολογικά… 430000 είναι και δεν μου δίνουν τουλάχιστον κάτι … ας μην τα έδιναν όλα ας έδιναν τουλάχιστον τις καταθέσεις που έκανα όλα αυτά τα χρόνια

Dear Than,

Thank you for your response. While I understand your concerns, you need to understand that every online casino can ask any player to go through a Know Your Customer (KYC) and/or Anti-Money Laundering (AML) check at basically any time. It is an industry standard in most online casinos that a Know Your Customer (KYC) and/or Anti-Money Laundering (AML) check is initiated once a withdrawal request is submitted that surpasses a certain threshold, but as mentioned, this can be requested even at random times.

Any discrepancies or non-compliance with the casino rules are discovered during or after the KYC/AML check, as was the case here. You need to understand that it is expected that you or any other player will act in accordance with the casino rules that you accepted when registering your account, and you deposit money at your own discretion.

If you or any other player is found to be violating the casino rules (this should be demonstrated with sufficient evidence), the casino team can confiscate the funds from the player's account balance and close such account as is specified in the casino rules.

I have received certain information from the casino team that indeed raises valid questions, but at this stage, it does not fully justify withholding your remaining winnings. I have asked the casino team for further details and evidence to evaluate the situation more thoroughly.

I hope to share more information with you shortly. I kindly request your patience during this period.

Dear Casinoin,

I await your reply regarding my recent email to 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.

Hello,

The reply has been provided to your email.

Kindly review.

Dear Casinoin,

Thank you for your email with the additional information. I have responded back with some further queries.

Dear Than,

I wanted to follow up on your previous message regarding your use of two iPhones, a tablet, and/or your PC for playing at the casino. Have you possibly created another account on any of those devices?

Could you please share the email addresses you usually use when registering at online casinos or other online services?

While my colleague Dominika has already inquired about this, I would like to confirm if you are certain that you have not utilized a VPN on any of your devices while accessing or playing at Casinoin?

Dear Than,

Thank you for the additional information. Can you please confirm the last time you claimed any bonus at Casinoin? If I understand it correctly, the current winnings were not achieved with the help of a bonus, am I correct?

My winnings came from buying bonuses in two or three games.

Τα κέρδη μου ήρθαν από την αγορά μπόνους σε δύο τρία παιχνίδια

Dear Than,

Thank you for providing that information. However, what I intended to convey is that you have not used a deposit bonus or any other bonus that contributed to your winnings, is that correct? The in-game bonuses represent a distinct category of bonuses, or bonus features. Typically, these are purchased using "real funds" from your casino balance in specific games.

Do you happen to recall which welcome, deposit, cashback, reload, or other bonuses you have claimed at Casinoin? Could you possibly mention a few, particularly the most recent ones?

I remember getting some very small cashbacks, all together it was around 2000.

Κάποιες ελάχιστες επιστροφές μετρητών θυμάμαι να έχω πάρει γυρω όλα μαζί να ήταν 2000

Dear Than,

Thank you for providing all the information. At this time, I do not require anything further from you. I will proceed with my discussions with the casino team, and I hope to have some positive news to share with you shortly.

Dear Casinoin Team,

I'm looking forward to your email.

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.

Hello,

The required information has been shared with you.

Kind regards.

Dear Casinoin,

Thank you for providing all the information and evidence to assess the whole situation.

Dear Than,

After gathering and reviewing all the relevant information and evidence, I'm afraid I don't have positive news for you. The evidence indicates that several accounts have been created and managed from the same device. These multiple accounts took advantage of the casino bonuses throughout the course of time, which, sadly, is against the rules in almost any casino.

Casinos have a very strict policy regarding multiple account cases that have been used in this way, and we have no other option than to reject your complaint as Unjustified.

While I don't dismiss the possibility that you most likely were not aware that you already had an account with Casinoin, or you simply forgot it, as humans, we are not perfect; however, this sadly does not dismiss the rules that are in place. As you may be aware, it is a standard industry practice that each player is permitted to maintain only one account at each casino unless they have received explicit permission from the casino team to open an additional account.

I can assure you that we, as an independent party, have carefully reviewed all the information and evidence we could gather, and the casino team acted in accordance with their rules, to which you agreed when registering your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru