Casinoin - Виведення коштів гравцем відкладено, а перевірка облікового запису триває.

Hello,

I am writing about my experience with CasinoIN withdrawal and verification that is still in progress. I scored winnings on casino, played slots and wagered my winnings on 20.09.2024. I claimed their reload bonus. I made a deposit using my Mifinity wallet and my bank card. 

After that I was asked to do a verification which I promptly submitted. I sent my ID, pictures of my bank card and had to take selfie with ID, bank card and their chat in the background of that selfie (I know, right). After that I had to send Mifinity screenshots of my account (profile details, personal details, address, my wallet), then I had to screenshot all the transactions I ever made on Mifinity and the deposit I had made to their casino. Then, I sent my bank statement from my bank account.

Then they asked me to download Mifinity bank statement, which I could not do alone, so I had to contact Mifinity support to download it for me. I also had to share screenshots of my conversation with Mifinity team to them. I sent the Mifinity bank statement containing all the transactions I ever made with Mifinity, and then they claimed that that document is not showing all the transactions so I had to contact Mifinity team again so they can confirm that they provided me with document containing all the transactions I ever made, and screenshot it as the proof for CasinoIN team. Then they asked me to highlight my deposit to their casino and sent another Mifinity bank statement like that. Then they asked me to screenshot singular transactions in my Mifinity account so the more details could be shown. After that, I was asked to do a profile verification once again- I had to upload my ID, do a liveness check and upload my proof of address. I completed that verification a week ago, but they keep canceling my withdrawal again. I do not know what else to do, I completed all the verifications they asked for, and they asked so many during this 2 months, but they keep canceling my withdrawals. What should I do?

Thank you in advance,

Anamarija

Dear mirages005,

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. 

Have you been informed whether you have passed the KYC verification?

Is there any pending withdrawal in your casino account?

Have you been informed by the casino why your recent withdrawal was canceled?

Could you please share your communication with the casino regarding the canceled withdrawals and the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Hello,

I understand the importance of account verification, which is why I promptly submitted all the requested documents. I submitted another withdrawal request today, as the one I made on November 26, 2024, was declined. 

They did not inform me about the cancellation and only mentioned that they have no updates yet and will get back to me when they do. However, I believe that two months of back-and-forth is too much time to wait.

I have also shared the communication with CasinoIN to your email.

Thank you again for your time and assistance.

Best regards,

Anamarija

Dear mirages005, could you please provide an update regarding the new withdrawal request you submitted?

Hello,

Yes, of course, I can. Please find a screenshot below. My withdrawal was declined again without any update from their side explaining why this occurred.

I have tried to get information on why my withdrawal history is blank and why my withdrawal was declined, but it has been very difficult to communicate with them. It feels as though they are intentionally delaying our conversation.

Please find the screenshot attached.

Dear mirages005, have you received any outcome of the verification process?

Hello,

No, I haven’t received any response yet, which is why I sent another email yesterday requesting an update. However, I still haven’t heard back. Additionally, the new withdrawal I requested yesterday is still pending.

Thank you very much, mirages005, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you mirages005 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!