Casinoin - Ο παίκτης δεν μπορεί να αποσύρει τα κέρδη λόγω μη διαθέσιμων μεθόδων ανάληψης.

Lousy casino!!!

Never in my life have I seen this in any casino.

I opened an account... I made a deposit by bank transfer. When I went to withdraw some of my profit to my astonishment, there was no method available for withdrawal!!

I spoke with the chat where they told me that I had to make a withdrawal through the same deposit method but that unfortunately they did not have a bank transfer. In order to withdraw any winnings, you would have to make a deposit in another method. So far, it's a so-called normal situation, although I already think it's not acceptable!! if they have the method available for deposit they should have it for withdrawal too!!!

I made a new deposit through JETON so that I could finally withdraw some of my profits. What happened next? Anything!!! I still didn't have a single withdrawal method available!!! 1 single!! nothing was possible to carry out any survey by any method, because there was still no possibility of choice!!

What they told me in the chat was that the responsible department was going to check the possibility of opening this withdrawal method, until then I would have to wait!!

A casino that won't let you withdraw profits, even if validation is pending??? does not have any method available for withdrawal. what joke is this????

Miserable! I lost all my money, and closed the account of course! Note zero!!!

Casino péssimo!!!

Nunca na minha vida vi isto em casino nenhum.

Abri conta... Fiz depósito por transferência bancária. Quando fui retirar algum do meu lucro qual o meu espanto, não estava nenhum método disponível para levantamento!!

Falei com o chat ao qual me disseram que tinha de fazer levantamento através do mesmo método de depósito mas que infelizmente não tinham por transferência bancária. Para poder levantar algum ganho teria de fazer deposito em outro método. Até aqui, é uma situação dita normal, apesar de já achar que não se admite!! se têm o método disponível por deposito deviam de ter para levantamento também!!!

Fiz novo deposito através de JETON, para que pudesse finalmente levantar alguns dos meus lucros. O que aconteceu depois? Nada!!! Continuei sem ter um único método de levantamento disponível!!! 1único!! nada não deu para fazer levantamento nenhum por método nenhum, porque continuou a não existir qualquer possibilidade de escolha!!

O que me disseram no chat foi que o departamento responsável ia verificar a possibilidade de abrir esse método de levantamento, até lá teria de aguardar!!

Um casino que não deixa levantar lucros, mesmo que fique pendente de validação??? não tem qualquer método disponível para levantamento. que brincadeira é esta????

Miserável! Perdi todo o meu dinheiro, e encerrei a conta como é obvio! Nota zero!!!

Dear Miidelgado,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Do I understand correctly that you lost all winnings you initially wanted to withdraw?

Thank you in advance for your reply.

Best regards,

Kristina

Good day,

We would like to comment on what happened to clarify the situation from our end.

Kindly note that the Casino did not mislead the customer, and we are sincerely sorry the customer feels this way.

The customer made a deposit on the 28th of June via bank transfer and reached out to support the same day to withdraw winnings. As per the Limits & Fees section available for everyone on the site: "Funds will be withdrawn using the same payment method/card that was used for deposit, if supported. Please note that card withdrawals may not be available for all countries. For more detailed information, please contact our customer support team".

Therefore, the customer was recommended to attach an alternative payment method to be able to receive the funds. When the customer successfully did it and notified the customer support, the request for the funds transfer was escalated to the payments team for processing. However, the customer continued playing and unfortunately lost her funds within a few hours of the request escalation, and before it was processed.

According to the T&Cs:

6. The time for the withdrawal to be finalised may vary due to the circumstances but a withdrawal attempt should be approved or denied within 5 business days. A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds ten (10) business days.

We understand how the customer is feeling right now, however the company can not be responsible for the customer’s decision to keep playing instead of waiting in the queue for the request processing.

We are truly sorry, and we’d really like to help with this issue, however our actions were in line with the company’s policies. 

Best regards,

Casinoin Team

I'm not complaining about the processing time. I am complaining that there is no method available for ordering. There was no icon available in the withdrawals section!! Regardless of whether you can use it or not! I was sent a message saying that no method was available as soon as I went to the "survey" step. It was impossible to wait for a processing that I couldn't ask through anything because nothing exists in that section.

Eu não estou reclamando o tempo de processamento. Eu estou reclamando não ter disponível nenhum método para fazer o pedido. Não tinha nenhum icon disponível na secção levantamentos!! Independentemente de o poder usar ou não! Era me enviada uma mensagem a dizer que nenhum método estava disponível assim que ia para o passo "levantamento" Era impossível esperar por um processamento que não conseguia pedir através de nada porque nada existe nessa secção.

Hello everyone,

Thank you both for your replies.

Miidelgado, sadly, since you have played/lost your winnings, especially in such a short time, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.