Casinoin - Der Spieler hat aufgrund der laufenden Überprüfung Schwierigkeiten, seine Gewinne abzuheben.

Dear Sirs and Madames,

I signed up at the casino a good 2 weeks ago.

I paid 50 euros and won 2000 euros.

I wanted to be verified, and that's when the dubious started.

1. I should send all documents uploaded via email and it would take 3-14 working days for someone to look at it.

After 3 days I asked if everything was ok. O be.

Answer: no documents received I should send the documents in chat.

I did. It's been 5 days now.

I wanted to ask again today and BAAM you come when you are out of de no longer on the page. Great.

Can I forget the prize now? I did everything right.

Such pigs that play for time, they only do so that you gamble everything again. But I don't gamble away my winnings.

What can I do?

Sehr geehrte Damen und Herren,

habe mich vor gut 2 Wochen bei dem Casino angemeldet.

Hab 50 Euro einbezaht und 2000€ gewonnen.

Wollte mich darauf hin verifizieren lassen, und da fing das unseriöse schon an.

1. Ich sollte alle Dokumente hochladen per Email schicken und es würde 3-14 Werktage dauern bis sich das jemand an guckt.

Nach 3 Tagen hab ich mal nachgefragt, ob alles i. O sei.

Antwort: keine Dokumente erhalten ich soll in chat die Dokumente schicken.

Hab ich gemacht. Ist jetzt 5 Tage her.

Wollte heute nochmal nachfragen und BAAM man kommt, wenn man aus de ist nicht mehr auf die Seite. Echt klasse.

Kann ich den Gewinn jetzt vergessen? Ich hab alles richtig gemacht.

Solche Schweine, dass auf Zeit Spielen, machen die doch nur damit man wieder alles verzockt. Aber ich verzock meine Gewinne nicht.

Was kann ich tun?

Dear DonTimson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in the best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello Petronela accounts,

like the casino folks, you don't understand the main problem.

I don't come to the site anymore because I'm from Germany.

Even if the verification is now through after 10 years, I will not come back to the site because the access for Germans was blocked. !!!!

Hallo Petronela Kontos,

wie die Leute vom Casino verstehen Sie das Haupt Problem nicht.

Ich komm nicht mehr auf die Seite, weil ich aus Deutschland bin.

Selbst wenn die Verifizierung jetzt nach 10 Jahren mal durch ist, werde ich nicht mehr auf die Seite kommen, weil der Zugang für Deutsche gesperrt wurde.!!!!

Will you help me now or am I unlucky?

Helfen Sie mir jetzt oder hab ich Pech gehabt?

Just saw that I can use VPN. So I should be able to access my account. or do you advise against it?

Habe eben gesehen, dass ich VPN benutzen kann. Damit sollte ich ja auf mein Konto zugreifen können. oder raten Sie mir davon ab ?

Thank you very much, DonTimson, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Meanwhile, I would advise against using the VPN.

Hi DonTimson,

I'm taking over your complaint. I will contact the casino and see if I can help. In the meantime, please don't use a VPN yet. We have to find out what the problem is first. I would like to invite Casinoin to the conversation to participate in the resolution of this complaint.

Hello,

Thanks for your help.

Would you wait any longer?

Got a response from the casino that they are still in the review process.

I am now waiting another 5 days.

Many Thanks

Hallo,

danke für die Hilfe.

Würden Sie vielleicht noch warten?

Habe eine Antwort vom Casino erhalten, dass sie immernoch im Überprüfungs Prozess sind.

Ich warte jetzt noch 5 Tage.

Vielen Dank

I see, the casino was already notified, but sure, we can wait. I will switch the timer to you. Please, keep me updated.

Hi there,

I received an answer today.

My account has been banned because I appear to have multiple accounts. Which is impossible. Since I was registered there for the first time.

I asked for evidence but got no information.

Can you help me?

They deleted € 2100.

Hallo,

ich habe heute eine Antwort erhalten.

Mein Account wurde gesperrt, da ich anscheinend mehrere Accounts habe. Was unmöglich ist. Da ich dass erste mal dort registriert war.

Ich hab Beweise verlangt, habe aber keine Auskunft bekommen.

Können Sie mir helfen?

2100€ haben die mir gelöscht.

Hi, thank you for your reply. I will contact the casino and see what can be done.

Hello,

Unfortunately, we cannot provide public evidence since it's strictly internal information.

CasinoGuru team, please kindly provide an email where we can send proof that customer violated the T&Cs of the company and registered more than one account in our system.

The customer is allowed to withdraw the deposited funds from the account, the rest of the funds will remain forfeited.

Hi Casinoin,

You can send the evidence to my email address: peter.m@casino.guru.

Thank you Casinoin for the email.

Dear DonTimson, the provided evidence does suggest that you registered 2 accounts in the casino. If this is the case, I'm afraid, I can't help you and recommend you to withdraw your deposits.

Based on the evidence provided by the casino, we are rejecting the complaint.

Best regards,

Peter