Casinoin - El jugador cree que el reintegro se ha retrasado.

I won 500 euros with real money (no bonuses whatsoever) from Casinoin, but I can't withdraw. Every time I try to withdraw my funds, it says seemingly that its success, but the money stays in my casino account and there's no note in transactions history about them even trying to process the withdraws. The chat says that they have technical issues with card provider but since there's so many complaints about withdrawals in this casino, I doubt that this is the case.

Dear Kkriz,

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 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.

Its been a day and they keep saying that they have a technical problem with card provider but they dont even offer another method of withdraw. They promised it to be fixed in 3-4 hours yesterday. Then when it was not fixed, they said it will be resolved by the end of day. And it wasnt. Considering casinos history it seems they are just delaying the withdraw on purpose. The ampunt of winnings is 700 now that im trying to withdraw and I stopped playing until its success.

This is their answer now:

"Thank you for your time,

Our specialists have informed us that they see the issue, and it will take some time to be resolved. You can try making a withdrawal every few hours. Please note that the solution may not come immediately but could take for example a few days.

Thank you for your understanding. If there’s anything else we can assist with in the meantime, please don’t hesitate to let us know. We are here to help."

doesnt seem very reasonable.

Can you please help and contact them? What I have noticed from previous similar cases that they only take action after Casino Guru steps in. Now they blocked my withdrawal again and wont just keep saying every day that i shouls try again next day without any better explanation why it dont work.

Yesterday the told me

"Please try to make a withdrawal tomorrow afternoon and if it doesn't work, we will forward your request to our experts and provide you with a solution. Thanks!"

And I tried and it doesnt work at all. Withdraw just keeps being immiteadly cancelled instantly and automatically every time I try to do it.

I told them that they promised to provide me a solution but they dont answer and problem still exists.

They just automatically cancel all my withdraws. This is not how a "safe" casino works. How can you give a rating of over 8 to casino that obviously isnt reliable?? Theres million other casinos that dont do it like this

Managed to withraw all but 50 euros which is still being constantly cancelled. Getting pretty tired of trying to get that.

case can be closed.

Dear Kkriz, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru