Casinado Casino - Das Spielerkonto wurde geschlossen und die Auszahlung verzögert sich.

I won 2200 CZK at this casino. The administrator canceled my account, asked me to verify the documents via email that I provided. The withdrawal has been taking more than 1 month, they stopped communicating via email. When I write to the casino support, I get the same answer that they are working on it and that I will get my money soon. But they don't even communicate anymore.

Vyhrál jsem na tomhle casinu částku 2200 kč. Administrátor můj účet zrušil, chtěl po mě ověření dokumentů přes email, které jsem poskytl. Výběr už trvá více jak 1 měsíc, přestal komunikovat přes email. Když píšu s podporou casina, mám stejnou odpověď že na tom pracují a že své peníze dostanu brzy. Jenomže už ani nekomunikují.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Which documents did you send to the casino for the verification of your account? Have any of your documents been reviewed and approved by the relevant department?

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

Best regards

Veronika

Hello, I won without a bonus. I played fruit games. First, support canceled my account, then I sent a request by email with a photo of my ID card, a document from the bank. Then, support stopped communicating with me, I haven't received any message yet. I wrote to support via the website, and I got another answer that they are doing what they can, but it's been going on for more than 1 month. Thank you

Dobrý den, výhru jsem získal bez bonusu. Hrál jsem hry typu ovocných. Podpora mi nejprve účet zrušilo, následně jsem zaslal na požadavek emailem obličej s občanským průkazem, dokument z banky . Následně semnou podpora přestala komunikovat,do teď nemám žádnou zprávu. Psal jsem na podporu přes internetové stránky, a dostal jsem znovu odpověď že dělají co můžou,jen že už to běží více jak 1 měsíc. Děkuji

Please forward me the most recent communication between you and the casino customer support regarding the delay in processing your payment and the verification of your account at veronika.f@casino.guru. Kindly include the entire email threads, not just screenshots. I appreciate your patience and cooperation.

Dear Clover485,

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,
Veronika
Casino.Guru