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Good evening, I was playing some slots at this company, I won the amount of 75,000...when I went to make a withdrawal, they took away 59,000 and left 17,000 in my account. When I asked what the problem was, I didn't get a clear answer and now they have locked my account, they have deleted it the amount and history and I can't play or withdraw

Καλησπέρα έπαιζα σε αυτή την εταιρία κάποια φρουτάκια κέρδισα το ποσό τον 75.000 ...όταν πήγα να κάνω ανάληψη μου αφαίρεσαν τα 59.000 και μου άφησαν στον λογαριασμό 17.000 Όταν ρώτησα που υπήρξε πρόβλημα δεν έλαβα σαφείς απάντηση και τώρα μου έχουν κλειδώσει τον λογαριασμό μου έχουν διαγράψει το ποσό και το ιστορικό και δεν μπορώ να παίξω ουτε κ ανάληψη

Dear Gkastrinos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

Lastly, please forward any relevant communication between you and the casino to kristina.s@casino.guru, or, alternatively, post it here.

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

Best regards,

Kristina

good evening ..yes i have made withdrawals in the past

I have also done the identification before the casino blocked the account, just when I went to withdraw my winnings, they limited the operation of my account and asked for re-identification with more information.

I didn't have any bonus active, the profits were purely from deposits.

καλησπέρα ..ναι εχω κανει αναλήψεις στο παρελθόν

εχω κανει και την ταυτοποίηση προτού το καζίνο αποκλείσει τον λογαριασμό απλα όταν πήγα να κανω ανάληψη τα κέρδη μου περιόρισαν της λειτουργείες του λογαριασμού μου και ζήτησαν εκ νέου ταυτοποίηση με περισσότερα στοιχεία.

δεν είχα ενεργο κάποιο μπόνους τα κέρδη ήταν καθαρά από καταθέσεις.

Thank you very much for your reply, Gkastrinos. Have you already provided the required documents? Could you please advise which documents you sent and when exactly?

I had an identity column and photos of my visa card to make the first withdrawal ... I don't know when it was expensive, it must have been 7-2022 ... Now that they are asking me to re-identify, I still don't have a column... below I will provide photos of the records they ask for and some screenshots with conversations

Είχα στήλη ταυτότητα και φωτογραφίες της κάρτας μου visa για να κανω την πρώτη ανάληψη ...το ποτε ακριβός δεν το γνωρίζω πρέπει να ήταν 7-2022 ... Τώρα που ζητούν να κανω εκ νέου ταυτοποίηση δεν εχω στήλη κατι ακόμη...παρακάτω θα προσκομίσω φωτογραφίες με τα εγγραφα που μου ζητούν και μερικά screenshots με συνομιλίες

Thank you very much, Gkastrinos, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Gkastrinos,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoin to join the conversation and participate in the resolution of this complaint.

Dear Casinoin,

Can you please provide further insight into what has happened regarding the player's balance and account?

Kind regards,

Adam

Hello,

We kindly ask the customer to provide the requested documents before we could proceed with the resolution of the case. Unfortunately, our request was ignored for some reason.

We would like to draw your attention that the customer was explained various times and in detail what happened to his account balance and why it was displayed incorrectly (bets were not deducted from the account balance during the game, therefore the balance was adjusted accordingly when this issue was discovered).

Once the documents have been provided, we will provide the explanation on this matter once again.

We will appreciate a lot the customer's collaboration on this.

Best regards.

Dear Casinoin,

Thank you for your response, are you able to provide some supporting evidence of the technical issue mentioned?

Dear Gkastrinos,

Are you able to submit the documents requested by the casino? it may be necessary for us to be able to resolve this matter.

Kind regards,

Adam

Dear Gkastrinos,

We have received evidence from the casino that suggests there was a technical fault resulting in bets only being deducted from your account when you had a win. Once this was discovered, your balance was adjusted to match your betting activity during this time period.

I have requested further information about this from the casino, but in the meantime can you please clarify if you noticed that your balance wasn't reducing as you were making all of these bets?

Kind regards,

Adam

Good Evening. I do NOT understand their answer, what I cannot understand is why they deleted my entire history, removed the specific games from my account, banned me, reduced my money balance by (59,000 euro) and are asking for re-certification of my account for to be able to withdraw my profit while I have made repeated withdrawals in the past .?? Regarding your question, the balance of my account decreased or increased depending on the click I made at the same time, so what they claim is not true, the profits were not in 1 game only, and the final amount was formed after 10 about hours of play

Greetings,

IKA*******

Καλησπέρα. ΔΕΝ κατανοώ την απάντηση τους ,αυτό που δεν μπορώ να καταλάβω είναι γιατί μου διέγραψαν ολόκληρο το ιστορικο αφαίρεσαν τα συγκεκριμένα παιχνίδια από τον λογαριασμό μου, με απέκλεισαν, μείωσαν το χρηματικο υπόλοιπο μου κατα (59.000 euro ) και ζητούν εκ νέου πιστοποίηση τον στοιχειών μ για να μπορέσω να κανω ανάληψη το κέρδος μου ενώ εχω κανει επανειλημμένες αναλήψεις στο παρελθόν .?? Οσον αφορά την ερώτηση σας,, το υπόλοιπο του λογαριασμού μου ανάλογα το πάτημα που 'κανα την ιδια στιγμή μειώνονταν η αυξάνονταν αντίστοιχα αρα δεν ισχύουν αυτα που ισχυρίζονται, τα κέρδη δεν ήταν σε 1 κ μόνο παιχνίδι ,και το τελικό ποσό διαμορφώθηκε ύστερα από 10 περίπου ωρες παιχνιδιού

Θερμούς χαιρετισμούς,

Ι.ΚΑ*******

Thank you for your response, Gkastrinos, and for your e-mail.

We will await further evidence from the casino and proceed accordingly.

Kind regards,

Adam

Hello Gkastrinos,

Just to update you, this case is still being discussed with the casino, as we are trying to assess exactly what has happened here.

According to what we know so far, it seems that a technical problem at the casino has caused only winning bets to be deducted from your account, as mentioned previously. If this is indeed the case, the casino is acting in accordance with its terms and conditions by correcting your balance to reflect the actual bets made.

With regard to the verification, the casino can ask for you to verify your documents again when you have a substantial withdrawal request. This is only to ensure that the money is paid to the correct person, so I recommend providing the documents requested.

Once more, we are still investigating this issue, so I would like to ask for your continued patience at this time. I will provide a further update as soon as possible.

Kind regards,

Adam

Hello Gkastrinos,

We have received further information from the casino confirming the technical problem previously described. As stated previously, the casino would therefore be acting in accordance with their terms and conditions by adjusting your balance.

However, during its investigation, the casino also detected that you have registered more than one account, which is against the rules of the casino.

Can I ask you please if it is possible that you or anyone else in your household has registered another account?

Kind regards,

Adam

Good evening.... during its investigation, the casino also found that you have registered more than one account, which is against the casino's rules.....

Regarding the above answer, none of that applies, the only active account is the one I have in my possession at the moment, the registration has only been done once, and that was from my email which is also the username which it can also be seen in the history of the casinoin page. nor have I ever tried to re-register again nor have any of my relatives

Καλησπέρα.... κατά τη διάρκεια της έρευνάς του, το καζίνο εντόπισε επίσης ότι έχετε εγγράψει περισσότερους από έναν λογαριασμούς, κάτι που αντίκειται στους κανόνες του καζίνο.....

Όσο αφορά την παραπάνω απαντηση ,δεν ισχύει τίποτα από αυτά, ο μοναδικός ενεργός λογαριασμός είναι αυτός που έχω στην κατοχή μου αυτή την στιγμή, η εγγραφή έχει γίνει μόνο μια φορά, και αυτή ήταν από το email μου που είναι και το username κατι το οποίο φαίνεται και στο ιστορικό της σελίδας της casinoin. ουδέ ποτέ δεν έχω ξανά προσπαθήσει να κάνω εκ νέου εγγραφή ούτε κάποιος συγγενείς οικείος μου

Hello Gkastrinos,

To keep you updated, The casino has provided us with evidence that sufficiently links your account to another one registered in September 2022.

However, I have requested further information about this account and how it has been used so I will update further when I have received a reply from the casino.

Kind regards,

Adam

Dear Gkastrinos,

We require more time to assess this case, so I am going to extend the timer while we continue to investigate.

Kind regards,

Adam

Dear Gkastrinos,

Please be aware that we are unable to share evidence provided by the casino for reasons of confidentiality.

As mentioned, the reason for reducing the amount of your winnings was that the casino was due to the detection of a technical fault in their system which meant that the only time a bet you made was subtracted from your balance was if it resulted in a win. The casino provided sufficient evidence of this and is within its rights to make this correction in accordance with its terms and conditions.

Unfortunately, while investigating this matter, it has also come to light that your account is linked in multiple ways to another account registered at the same casino. Both of these accounts have claimed and used bonuses, meaning that an unfair advantage has been gained and this is against the terms and conditions of the casino.

Again, the casino has provided sufficient proof of this to us.

Due to this, I am afraid there is nothing we can do to assist you any further with this case and the complaint will now be rejected. Please understand that we can only make a decision based on all of the information and evidence provided.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam