Casinoin - El retiro del jugador se retrasa debido al KYC repetido.

It’s the same issue everyone I see here complaining about. Double and triple KYC procedures and they just say that they will inform me and keep declining my withdrawal while it says "account verified". Last time they told me that they didn’t find the email of me sending them the documents and everything they asked for the 2nd verification. I am not going to let go off it and I just want your help to know if you can do something to help me or I should contact authorities and my lawyer. I don’t understand why you promote this casino since everyone is having problems with it. I mean some people eventually will win. Why do they have to go through this hell to take their winnings? Please help me proceed with this situation.

Best regards

Hello dimpanayoo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin Casino. 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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

On the 7th of the month I noticed that they canceled my withdrawal and after contacting them they told me that my account had to be identified (first KYC) as it was. Then after the account was identified my withdrawal was canceled again and again after my own initiative, I asked and they told me to send additional documents as I did once again. I imagine the identity with the address document as well as the deposit method have been approved in the first KYC and since the second KYC I have been waiting for several days receiving the same answer from them every day how should I wait and the competent department checks them but there is no doubt that so many people say the same thing about this particular casino. I talk to them every day and I receive robotic answers. I beg for your intervention so that my issue can be resolved.

With appreciation

Στις 7 του μηνός παρατήρησα πως ακυρώσαν την ανάληψή μου και μετά από επικοινωνία μαζί τους μου είπαν πως πρέπει να ταυτοποιηθεί ο λογαριασμός μου (πρώτο KYC) όπως και έγινε. Στη συνέχεια αφού ταυτοποιήθηκε ο λογαριασμός πάλι ακυρώθηκε η ανάληψη μου και πάλι μετά από δική μου πρωτοβουλία, ρώτησα και μου είπαν να στείλω επιπλέον έγγραφα όπως και έκανα για ακόμη μία φορά. Έχει εγκριθεί φαντάζομαι στο πρώτο KYC η ταυτότητα με το έγγραφο διεύθυνσης καθώς και ο τρόπος καταθεσης και απ το δευτερο KYC περιμενω εδω και ποσες μερες λαμβάνοντας καθημερινά την ιδια απαντηση απο αυτους πως να περιμένω και τα ελέγχει το αρμόδιο τμημα αλλά δε χωράει αμφιβολία τοσα ατομα λενε το ιδιο πραγμα για το συγκεκριμένο καζίνο. Μιλαω μαζι τους καθε μερα και λαμβάνω ρομποτικές απαντησεις.Παρακαλώ για δικη σας παρέμβαση ωστε να επιλυθεί το ζητημα μου.

Με εκτιμηση

The same story continues and nothing changes, they are still supposedly checking the documents and will inform me. I am starting to get disappointed and any joy I had about winning some money has turned into sadness. I don't know what else to do, I am relying on this money.

Συνεχίζει η ίδια ιστορία και να μην αλλάζει τίποτα υποτίθεται ακόμα ελέγχουν τα εγγραφα και θα με ενημερώσουν. Εχω αρχίσει να απογοητεύομαι και οποιαδήποτε χαρά ειχα που κερδισα κάποια χρηματα εχει μετατραπεί σε λυπη. Δεν ξερω τι αλλο να κανω βασιζομαι σε αυτα τα χρηματα.

Hello dimpanayoo,

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

Awaiting your response.

Regards,

Nick

I send some screenshots of the conversation since the chat is too big repetitive and sometimes offensive on my side.

Best regards.

Thank you dimpanayoo for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear dimpanayoo,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Casinoin representative to join this conversation.

Dear Casinoin, could you please provide more information about this case?

Looking forward to your reply.

What is going on ?

Hello,

We are sorry to hear about the temporary inconvenience.

We will review the provided information with the relevant team and get back to you once we have additional details.

We appreciate your patience and apologise for any inconvenience caused.

Best regards.

This story has been going on for over a month now. How long will I have to wait?

Ήδη κρατάει αυτή η ιστορία πάνω από ένα μήνα. Ως πότε θα είμαι στην αναμονή;

I provided everything they asked even stuff they shouldn’t ask like transactions and statement from revolut even though I never used revolut for depositing or withdrawing which are personal sensitive documents. But still I provided them with those documents because I want to work with them for a solution for my money that are being held hostage. What is next ? Photos of me as a baby? It’s been more than a month let’s get done with it , prove that you are a trustworthy casino! Casinoguru thanks for your assistance so far.

Best regards ,Dimitrios.

Dear dimpanayoo,

I recognize your frustration and the desire for a quick resolution. While I understand the impatience, resolving complaints with casino providers often requires some time, and your patience is appreciated.

Dear Casinoin,

do you have any news regarding this complaint, please?

Nothing’s changed. They ignore me.

IS ANYONE GOING TO SPEND SOME TIME FOR ME??? EVERYONE IGNORES ME LIKE WHAT THE FUCK THEY STOLE MY MONEY???????? AND YOU HAVE THEM HIGH RATED ??????? WHAT THE HELL IS GOING ON????????????????????

No one from the casino you have such good reviews responded…..their deadline for response expires in 4 hours, what happens then?

δεν απαντησε κανενας απ το καζινο που εσεις εχετε τοσο καλες κριτικες ….. σε 4 ωρες ληγει η διορία τους για απαντηση , τι γινεται τότε;

Dear dimpanayoo,

Please maintain a respectful and professional tone in our communications.

Casino has a limited time remaining to respond. Should they not respond within that timeframe, I will pursue alternative methods of contact.

Ok thanks and sorry they're just making my life hell

Οκ ευχαριστώ και συγγνώμη απλώς μου κάνουν τη ζωή κόλαση

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.

I still don't understand why you have this casino rated so highly...

Ακόμα δεν καταλαβαίνω γιατί έχετε αυτό το καζίνο με τόσο υψηλή βαθμολογία…

They don’t even let me loggin to my account. They are scammmers and you cooperate to their scam promoting them.

I held you responsible as well for their doings. You promote these thieves these unethical beings on your site with a 8.5+/10 positive feedback and I trusted your website and these scammers.1061€ are a lot of money to lose you are both going on my suicide note. Thanks

Hello,

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 13):

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one 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.

Unfortunately, the Support team is not entitled to comment on such decisions of the Security Department.

——

This is what these scammers send me while I NEVER HAD ANY ACCOUNT ON THEIR SITE BEFORE THIS IS MY FIRST AND ONLY ACCOUNT. PLEASE ADVICE ME IF I SHOULD TAKE THE LEGAL WAY AND WHAT LICENSE THIS CASINO YOU PROMOTE HAVE.

Dear dimpanayoo,

thank you for the update.

Dear Casinoin,

we take every accusation very seriously. Will you be able to provide evidence supporting your claims? Please forward them to katarina.d@gmail.com. Looking forward to your email.

What exactly do you want from me so I can send them?

Τι ακριβώς θέλετε απο μένα ώστε να τα αποστείλω

Dear dimpanayoo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina

Dear dimpanayoo,

We’ve reopened this complaint at the request of Casinoin.

it came to light that the issue in your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Katarina