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I tried to withdraw my winnings yesterday. Now my account has suddenly been blocked due to national regulations, and a withdrawal is no longer possible.

Ich wollte gestern eine Auszahlung über meine Gewinne machen. Jetzt wurde mein Konto plötzlich gesperrt aufgrund von Landesrichtlinien und eine Auszahlung ist auch nicht mehr möglich

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Dear KMMK92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please provide the exact date on which you attempted to make the withdrawal?
• Are there any pending identity verification requests or other issues that the casino has flagged on your account?
• Could you please clarify whether you used a VPN while playing at the casino, or if it was accessible from your country?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

My focus was solely on slot machines.

I wanted to make the payment on January 27, 2026. It went through the verification process.

In the evening I checked again, and everything was still under construction.

and on January 28, 2026, access to my account was suddenly blocked.

My account was checked and verified.

-No, I didn't use a VPN and accessing the site was no problem.

-Mein Fokus lag einzig und allein auf Spielautomaten.

-Die Auszahlung wollte ich am 27.01.2026 vornehmen. Die ging auch soweit in die Überprüfung.

abends schaute ich dann nochmal , dort war noch alles in Arbeit.

und am 28.01.2026 war plötzlich der Zugang zu meinem Konto gesperrt.

-mein Konto war geprüft und verifiziert.

-Nein ich habe kein VPN benutzt und ein Zugriff auf die Seite war auch problemlos möglich.

Dear KMMK92,

Thank you for your reply and for providing the previous details.

I have a few follow-up questions to help us understand your case better:

• Have you made any withdrawals before?
• From the first screenshot you sent, it appears that you may have attempted to self-exclude for a definite period by mistake through your account. Could you confirm if this may be the case?
• Could you provide any additional communication you had with the casino regarding this issue? This can include screenshots, emails, or chat records.

You can send all documents to [email protected] or post your screenshots directly in this thread.

Thank you again for your cooperation.

Hello again.

I've already made several withdrawals there. I've already submitted a complaint about the previous one here.

I did not request a ban from the casino. I wanted my winnings paid out, but the very next day I was no longer able to log in.

Best regards

Hallo nochmal.

ich hab bereits dort mehrere Auszahlungen getätigt. Die vorherige habe ich hier bereits schonmal als Beschwerde eingereicht.

Ich habe keine Ausschließung im casino beantragt. Ich wollte meine Gewinne ausgezahlt haben, direkt am nächsten Tag war mir ein Login nicht mehr möglich

viele Grüße

Dear KMMK92

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 Jana ([email protected]). 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,

Petra

Dear KMMK92,

I sincerely regret to hear that your account has been blocked. I will reach out to the casino promptly in an effort to resolve this matter for you. Additionally, I would like to invite a representative from Casiny Casino to participate in this discussion to help address your complaint.

Dear Casiny Casino,

could you kindly provide clarification on the reason for the player's account being blocked? Furthermore, we would appreciate any evidence you could share regarding this issue. You may either include your statement and supporting evidence here or send them to my email address at [email protected]. Thank you in advance for your assistance in this matter.

Kind regards,

Jana

Hi KMMK92, thank you for your patience while our team looked into this for you.

We have been investigating your case regarding the account restriction for players based in Germany. Our specialized team is working to resolve your balance and has recently sent an email to your registered address to request your payment details, such as a crypto wallet address, so we can process this for you.

Please check your inbox (and your spam folder) for our message and provide those details so we can move forward. We sincerely apologize for the delay and the inconvenience this has caused.

Casiny Team

They received a reply the same day.

Greetings

Eine Antwort haben sie am selben Tag noch erhalten.

Grüße

Hello KMMK92,

Our team has performed a thorough search, but we have not received an email from your address yet. Since your message might not have reached our system, please try contacting us directly via Live Chat to provide those details.

We look forward to hearing from you so we can get this resolved.

Casiny Team

KMMK92, we have already updated our RPF team that crypto is not an option for this resolution. You may find that contacting us directly via Live Chat is the best way to provide those details, as it is the most direct way for us to move this forward and get it sorted for you.

Casiny Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear KMMK92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana