Casinonic - El acceso a la cuenta del jugador se bloquea tras un intento de retiro.

I jumped through 500 hoops to verify my self to withdraw a winnings of 2100$. Verification was adventually approved. I then waited the 10 days for payout and did not receive. I've now tried to login to my account to see what is going on and I can't login. It rerouts me to another gambling website. Multiple attempts and same thing happens.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you are unable to access the casino's website?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

No we were not using bonuses. We were playing the pokies.

I try to login to the sites and it diverts me to another site.

As you can see it was verified

And I still have not received the money.

Thank you for your reply, Rangaben. Could you please provide clarification regarding the website to which you are being redirected? I attempted to access Casinonic, and I did not encounter any issues.

Have you tried to get in touch with the casino via email? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Seems to be working now. However its now telling me I have the wrong password. I asked for a payout and was told it would be done with in 10 days. They verified my account I should have received the money. I shouldn't require to log back on. This is an outrage. What is there email?

I tried talking to them. I click send reset password it doesn't work. So I talk to them to send one it then come through. Which i shouldn't have to do. I click the link and it comes up with the above image.

They change people half way through a conversation with no warning so I need to explain all over again. So they sent me a link on the chat that was saying the same thing cannot find. I deleted my history as they are saying and still does not work. How are they not able to send me a link that works? How has my password all of the sudden changed?

Dear Rangaben,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Rangaben,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinonic representative to join this conversation and participate in the resolution of this complaint.

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

Thank you in advance for providing the information.

Dear CasinoGuru,

We have carefully reviewed the player’s account. His withdrawal request was initially rejected, and the funds were returned to the account balance due to incomplete account verification. The player was duly notified about the required documents needed to successfully complete the verification process.

Following this, the account was fully verified. However, the player has not submitted a new withdrawal request since that time. Please note that a new withdrawal request must be placed in order for the transaction to be processed. Moreover, the player has not contacted our support team via email regarding this matter, despite this being a standard and direct way to resolve such issues.

Regarding the claim that the player is unable to access the website, our records indicate otherwise. The player was able to contact our LiveChat support, which is only accessible when logged into the website, confirming that access to the platform was available.

We recommend that the player logs into their account and submits a new withdrawal request so that we can proceed with processing accordingly.

Regards,

Casinonic Support Team

Dear Rangaben,

Could you please give it a try?

Thank you very much in advance.

Dear Rangaben,

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.

I cannot even access their website. Im not even taking this piss. It says there website can't be reached.

Why do they keep changing their site?

I click the website below and it shows thier login, then i click the login and it diverts to another page

I dont even care about the money any more. I just want everyone to know they are criminals and dont waste your money. Absulute joke. Never will I put money into online casinos again.

Dear Casinonic,

can you please let us know what is going on?

Thank you so much in advance

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 CasinoGuru,

We have carefully reviewed the matter once again.

As previously stated, the player was able to contact our LiveChat support, which confirms that access to the website was available. Unfortunately, we are unable to determine what exactly the player may be doing incorrectly on their side or whether there may be an issue related to their internet connection, browser, or device settings.

We would also like to note that the player never contacted our support team via email regarding these issues, despite email support being available for resolving any technical matters.

Additionally, our records show that the player still has not submitted a new withdrawal request through their account profile. As previously explained, the original withdrawal request was canceled due to incomplete verification, and a new withdrawal request must be submitted after successful verification in order for the payment to be processed.

Nevertheless, in an effort to assist the player, we have resent the password reset instructions once again.

Regards,

Casinonic Support Team

Dear Casinonic, thank you very much for the update!

Dear Rangaben,

can you please let us know, if you were able to get into your account?

Thank you so much in advance

Dear Rangaben,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru