Casinoin - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

Good evening... I made a deposit of €100 with a 100% bonus and after playing to reach the turnover amount that I need to achieve I won €6100....as soon as I completed the desired turnover, €6100 was automatically credited to the account.. ..but it's within the terms so I didn't talk... The problem is that I make a withdrawal and they reject it for no reason... And they just ask me to wait...

Καλησπέρα... Έκανα μια κατάθεση 100€ με μπόνους 100% και αφού παίζοντας για να φτάσω το ποσό τζίρου που πρπει με επιτύχω κέρδισα 6100€....μολις εκπλήρωσα τον επιθυμητό τζίρο αυτομάτως από τα 6100€ πιστωθηκαν στο λογαριασμό 1200€....αλλα είναι μέσα στους όρους οπότε δε μίλησα... Το πρόβλημα είναι ότι κάνω ανάληψη και μου την απορρίπτουν χωρίς δικαιολογία... Και μου ζητάνε απλά να περιμένω...

Dear karagosaris,

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

The problem is not that they are late.... The problem is that they cancel the withdrawal and credit the account for no reason.

Το πρόβλημα δεν είναι ότι αργούν.... Το πρόβλημα είναι ότι ακυρώνουν την ανάληψη και απανεφερουν τα χρήματα στο λογαριασμό χωρίς λόγο.

Thank you very much for your reply, karagosaris. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

I have made withdrawals but less money than that now.... For KYC verification they asked me some documents and photos and I sent them yesterday..

Έχω κάνει αναλήψεις αλλά λιγότερα χρήματα απ αυτά τώρα.... Για επεληθευση KYC μου ζητησαν κάποια έγγραφα και φωτογραφίες και τα έστειλα προχθές..

Today they informed me that for unfair play and creating multiple accounts they are blocking my account and confiscating all the money. It's very dishonest of them... Please help.

Σήμερα με ενημέρωσαν ότι για αθέμιτο παιχνίδι και δημιουργία πολλών λογαριασμών μου μπλοκάρουν το λογαριασμό και κατασχουν όλα τα χρηματα. Είναι πολύ ανέντιμο από μεριά τους... Παρακαλώ βοηθήστε.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the conversation to email

Έχω προωθήσει τη συνομιλία στο email

Thank you very much, karagos_aris, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi karagos_aris,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Casinoin to join this conversation and share more information regarding the case.

Could you kindly explain why the player's account has been blocked and their funds seized?

Thank you.

Best regards,

Tomas

Yes, they closed the account and I no longer have access....

Ναι έκλεισαν το λογαριασμό και δεν έχω πρόσβαση πλέον....

Hello Tomas,

We have sent evidence of a breach of the company's terms and conditions, as well as the registration of multiple accounts, to your email.

Could you please review it and come back to us.

Thank you

Dear karagos_aris,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using bonuses in both accounts.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Casinoin, for providing information and for your cooperation.

Best regards,

Tomas