Casinoin - プレイヤーが賞金を受け取れずにいます。

I was identified after 2 weeks

I made a SEPA withdrawal of the 5,000 I won on 2/9

I was canceled today

They apologized to me and that there is a technical problem

From now on, I can make withdrawals with the card

I did 4x500, that is, up to the limit

after 3 hours they canceled it

I'm sorry again and press download again. I pressed them and I'm waiting

Guys I need help

Με Ταυτοποίησαν μετά από 2 εβδομάδες

εκανα αναληψη με SEPA τα 5.000 που κέρδισα στης 2/9

μου την ακύρωσαν σήμερα

Μου ζήτησαν συγγνώμη και ότι υπάρχει τεχνικό πρόβλημα

μαλκα από τώρα μπορω να κάνω αναληψη με την καρτα

εκανα 4χ500 δηλαδή μέχρι το οριο

after 3 ώρες το ακύρωσαν

μ ξανά συγγνώμη και να ξανά πατήσω αναληψη .τα πάτησα και περιμενω

μ παιδιά θέλω βοήθεια

Dear Georgeandresakis,

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

Good Evening

thank you very much for your help

when they identified me

I took off with Sepa

2/9 today they canceled it

I also did with a card, they canceled it again because it had a technical fault and well

I did it again and I'm waiting

Καλησπέρα

σας ευχαριστώ πολύ για την βοήθεια σας

οταν μου κάνανε ταυτοποίηση

εκανα αναληψη με Sepa

2/9 σήμερα την ακύρωσαν

μ και εκανα με κάρτα , ξανά τις ακύρωσαν επειδή έπαθε τεχνική βλάβη και καλά

τωεα ξανά κανα και περιμενω

i am verified and they canceled me twice times

I think they are scammers

Hi casino guru

they canceled me again 1 of the 4 withdraw of 500 euro that I made

please help me with this casino

Thank you for your reply, Georgeandresakis. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? 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.

Good morning

while they had been pulled since Friday

and they had canceled the cancel

m now they just put them back into the account again

they are scammers

I won the money without bonus

I have been identified correctly

please help me

Καλημερα σας

ενω τα είχαν τραβήξει από την Παρασκευή

και είχαν ακυρώσει το cancel

μ τώρα μόλις τα ξανά βάλανε πίσω στο λογαριασμό

ειναι απατεώνες

τα λεφτά τα κέρδισα χωρίς bonus

εχω ταυτοποιηθεί κανονικά

παρακαλώ βοηθήστε με

Thank you very much Georgeandresakis for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Georgeandresakis,

I will assist you with the complaint from now on. First, I would like to ask the representatives of Casinoin to join the conversation in order to help us resolve the issue.

Casinoin,

Could you explain what is causing the withdrawal requests to be canceled and suggest a solution?

Hello Tomas,

Please be advised that CasinoGuru representatives were notified by our casino about technical issues on the payment provider side that led to the multiple complaints from our customers (especially Greek ones). The bug was under the fix for several weeks. Since it was not on our side, we could not affect a lot but wait and offer alternative methods for payouts.

Please kindly note that not all the banks support Sepa payouts as exactly happened to this and other Greek players, the rejection was from the bank side.

However, this customer was able to successfully withdraw his deposits and winnings using another alternative method suggested to him. Please check the screenshot attached.

Regards.

Hello all,

Dear Casinoin team,

I can confirm the information was relayed to me. Thanks for your cooperation and explanation of the situation.

Georgeandresakis,

Could you confirm you received the withdrawal in full? Much appreciated!

I received them after a long time

was to get 11,500

in the end i got 3900

after 1 month and

Τα έλαβα μετά από πολύ καιρο

ηταν να πάρω 11.500

στο τέλος πήρα 3900

μετα από 1 μήνα και

Thank Georgeandresakis,

Do you need any more assistance with withdrawal? Can we consider the issue resolved?

Dear Georgeandresakis,

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.

Hello all,

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.