Casinoin - El retiro del jugador se retrasa debido a la verificación.

So i'm stuck since 18/1/2024 on the verification phase and as it stands i last sent a revolut statement to them on 19/2/2025 and i still havent received any updates.Im getting the same answer: It's being reviewed by our experts and they claim they usually take at peak 5 days.

Hello aimi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello so my skrill statement has been accepted my revolut statement is in hold,my id card has been accepted,my verification for address has been rejected even though i provided them with gov stated documents, last time i contacted them was on 20/4/2025 the verification process as i stated began on 18/1/2025* i made a typo above

Hello they just blocked my account by claiming this:"Please be advised that our Security Department has found additional accounts registered by you in our system. All detected accounts were blocked due to the violation of the Terms and Conditions of our service (clause 1.4):

1.4. You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

According to the Terms and Conditions, all detected accounts will be permanently blocked and funds forfeited.

You are not allowed to open any new account in our system. Please note that every detected new account created by you in our system is going to be closed and all the funds forfeited.

"

Obviously i have no other accounts.

Hello aimi,

Would it be possible to forward the full communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Have they provided any kind of evidence of multiple accounts?

Awaiting your response.

Regards,

Nick

Dear aimi,

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.

Nick check your emails.I sent you.

Thank you aimi for all the information provided so far. As we need to gather further evidence, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, aimi,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinoin Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

We will review the case with the respective team to provide more details on the violation that occurred.

Thank you.

Greetings all,

Any news, please, Casinoin Team?

Thank you.

This is what they were doing to me and then one day after i provided them with every document they asked,i logged in to find out my account was banned with my money.

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.

Dear Branislav,

Could you please kindly review your email, as according to our information, the explanation regarding the case has already been provided to you.

Thank you.

Best regards,

update?

Greetings all,

Thank you for your response and the email, Casinoin Team. Feel free to consider my previous post irrelevant - it is a system-generated post upon an automatic timer extension if there is no response in the thread from the casino within the first 7-day timer.

I would like to wait for the complainant's response. Then we will see if it is necessary to devote more time to it, and gather the details/evidence.

Thank you for understanding.

Dear aimi,

What type of games did you play at the casino? Can you confirm you focused only on sports betting?

Thank you. Looking forward to hearing from you.

I was only focused on sports betting and perhaps i may have played some free spins but thats it.

any updates?

Its unacceptable that they dont even return my original deposit back,thats literally theft.

Dear aimi,

Thank you for the confirmation. The casino confirmed the same.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information regarding your issue, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints or an ADR if the casino states the information about it on its website. I am afraid that their licensor still does not accept complaints from users, however, it is still worth a try.

Thank you for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you very much, Casinoin Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru