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Good evening, I would like some help in resolving an issue I have with CasinoIn. I started playing at the casino on 9/3/2024, where I deposited money, sometimes I won, and other times I lost. At first, when I requested my money, they would deposit it immediately. But then they started delaying the process. The last time I played, my account reached 1,632 euros. On 11/21, I requested 400€. After three days, they canceled my withdrawal request. On the 24th of the month, I requested again, and they canceled it without asking for any documents. On 11/27, they requested some documentation, which I sent. On 12/1, they asked for more details, which I also provided. The issue is that I want to withdraw the money I have in my account, but they are not processing my withdrawal.

Καλησπέρα σας θα ήθελα να μου βοηθήσετε να διευθετήσω ένα πρόβλημα που έχω με την casinoin . Ξεκίνησα να παίζω στο καζίνο από τις 3/9/2024 το οποίο έβαζα χρήματα κάποιες φορές κέρδισε κάποιες φορές έχανα. Όταν ζήταγα τα χρήματα στην αρχή μου τα έβαζαν αμέσως. Μετά άρχισαν να με καθυστερούνε. Την τελευταία φορά που έπαιξα έφτασα το λογαριασμό μου στα 1632 ευρώ. Στις 21/11 τους ζητάω 400€. Μετά από 3 μέρες μου ακυρώνουν την αίτηση ανάληψης. 24 του μηνός ξαναζητάω πάλι μου την ακυρώνουν χωρίς να μου ζητήσουν δικαιολογητικά.27/11 μου ζήτησαν στοιχεία τα οποία τους έστειλα.1 /12 μου ξαναζήτησαν extra στοιχεία τα οποία τους τα έστειλα.Το θέμα είναι ότι θέλω να πάρω τα χρήματα που έχω στον λογαριασμό μου και δεν μου διεκπεραιώνουν της ανάληψης.

Dear bill8101981, 

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent exactly what they asked me for ID, a selfie photo, my credit card on both sides and a selfie of me holding my ID and my credit card. After I sent these they then asked me for something else to identify me and I sent them on Sunday 1/12/2024 the driver's license from both sides and a selfie of me holding it and a photo of me holding the license and having it open chat with casinoin live chat.

Έχω στείλει ακριβώς ότι μου ζήτησαν ταυτότητα ,φωτογραφία selfie,την πιστωτική μου κάρτα και από τής 2 όψεις και , selfie που να κρατάω την ταυτότητα μου και την πιστωτική μου κάρτα.Αφου έστειλα αυτά μετά μου ζήτησαν κάτι άλλο που να με ταυτοποίηση και τους έστειλα την Κυριακή 1/12/2024 το δίπλωμα οδήγησης και από τής 2 πλευρές και selfie που το κρατάω και φωτογραφία που κρατάω το δίπλωμα και έχω ανοιχτή συζήτηση με το live chat της casinoin.

Good morning, I don't know if you intervened in casinoin, but the matter is closed, they deposited the money yesterday. Thank you very much for everything, good morning.

Καλημέρα σας δεν ξέρω αν εσείς κάνατε παρέμβαση στην casinoin αλλά το θέμα έκλεισε μου κατέθεσαν τα χρήματα εχτές.Σας ευχαριστώ πολύ για όλα καλημέρα.

Dear bill8101981,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru