Casinoin - 플레이어의 철수가 지연됩니다.

I won 19761.30 INR from casinoin and I have kept 3 times withdrwal request still I did not receive any payments from casino in.

Hello Ashish,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Allow me to ask you a few more question before we would move forward.

Was this your first withdrawal request in the casino? Is your account verified? Did you use any bonus to accumulate your winnings? When exactly did you request for the withdrawal?

Note, that we recommend to wait at least 14 days after finishing the verification for the money to arrive on your account.

Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

No this is not first withdrawal. My account is not verified and gaming section also not enable that time. I didn't use any bonus.

Dear Ashish,

Based on the screenshots you provided it is clearly seen that you need to finish the verification process. Please note that after you do, it might still take up to 14 days to get the winnings on your account.

The most important thing is now to provide them every single document they requested to make the process as fast as possible. Did you send them already? Are they still requesting something from you?

I have already provided them to all the documents which required or more. But now they are telling me that u don't have any funds in that account.how that's possible if account is in verification process and they disabled all the gaming sections and all of. And they deactivate my account now.

Plz take strict actions against this. And resolve my matter as soon as possible.

Hello, 

Please kindly note that you have provided a clear picture of your Aadhar card. We had asked you to provide a copy of your Aadhar card as your passport had expired.

Also, please kindly consider the fact that you were able to play and use the funds. We regret to inform you that we are unable to reopen your account. It was closed as per your request. Upon further consideration and keeping with the website rules, we are unable to take your request forward.

Regards

Casinoin Team

Like that mail I have received today.

Dear Ashish,

Could you please advise why the casino claims that you have closed your account? Did you ask them for that? Also the Aadhar card is not entirely clear for me. Why do they want a copy if they've received a photo of the original? Could you please forward to nikolas.b@casino.guru what exactly did you send to them?

I have send the copy of Adharcard card which I have sent to you. And that is the matte that I have send them blur copy no one could see that clearly.

And I have to many times requested them to open my account but they denied.

I have sent all the conversation between casino in and me to your email I'd.

Dear Ashish,

I can confirm that it is a standard procedure of the casino to do even multiple verifications if the account is older as you might have new documents for ie.

I've also checked the document you sent to the casino and it is really a little blurry. The important parts are visible but I can understand why did the casino refuse it. Could you try to send them again with better quality where every single corner and detail is visible?

Sir my account is closed and now they are not answering any of my mail. So plz communicate with them and plz realise my payment as soon as possible. Now they are not answering any of my mail

Hello Ashish,

I would really recommend to send them the not blurry document first even if they do not respond to you right now. It is common that the casino closes the player's account during verification. However, I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Ashish,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinoin's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin Team, what documents are needed for complete verification of the player and for his payout?

Thank you in advance for providing the information.

Hello,

I have read the communication and see that the customer has not provided the full information here.

When the verification was requested, the customer for some reason was slowing down the process by providing blurry/unclear images and expired documents. After the long communication with the support team he provided the correct documents and his account was finally successfully verified.

Unfortunately the customer spent all his funds and asked to close his account forever, therefore it was closed as per request.

CasinoGuru, we can provide all the proof to you, however the account will remain blocked and cannot be restored.

Also, the customer claims to go to the court, police, etc, we will reply to any of such complaints officially with the corresponding evidence.

Regards.

Ok so send him all the documents and proofs which I have sent to you to casino guru before claiming on me.

See I have send the documents which I have sent casino in first time and when they received clear documents they supposed to intimate me. They never intimate me never I used funds then where my fund goes.

At last I requested them to unlock my account so that my lawyer will see in this matter. But they also refuse to unlock.

Greetings all,

Thank you very much, Casinoin, for providing the information.

Could you please provide me with the above-mentioned data/documents that confirm your statement?

It is possible to do it by sharing it directly in this thread with the reply or sending it to my email (branislav.b@casino.guru).

Please note the data shared in the official complaints are considered one by one and in case of any sensitive information the data are marked as sensitive and are not visible to the public.

We would like to ask Casinoin to reply to this complaint, especially to my previous post. Unfortunately, I haven't got any proof of your statement, as you stated earlier. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

It's already 1 months to submit my complain with you still didn't receive any payment from casino in or not received any reply. Now at this stage what I have to do now plz suggest me as soon as possible.

Hello,

The requested proof has been sent to the specified email.

We apologise for the delay in response.

Kind regards.

Greetings all,

Thank you very much, Casinoin Team, for providing all necessary documents and information.

Dear Ashish,

After reviewing all data provided by the casino via email, I would like to summarize our findings.

Apart from the fact that you intentionally sent incorrect documents to the casino for verification, it is clear you played your balance down and requested the casino's support to close your account forever a few hours later, on the 19th of January 2022.

Since you lost your balance and the casino closed the account upon your request, I am afraid there is nothing more we can do. The casino acted correctly and within its business conditions. Unfortunately, in this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru

How I sent documents I intentionally incorrect As I want to withdraw my winnings.

Second thing is that if I have sent incorrect document than how they can open my gaming section without verification of documents

Third thing is that I have not played any games as my verification not done and gaming section was not opened.

This matter is not resolved so plz open this case.

Hello, Ashish,

Basically, it does not matter what documents you sent to the casino for verification and whether the verification was done. You played your balance off and you requested the casino to close your account. I am really sorry, but there is nothing more to be resolved.

Thank you for your understanding.