Complaint #2 CasinOK Sportsbook

Numerous issues with sportsbook casino and the site in general and no help incoming

By mattyswordy

4 months ago

Hello,

This is for sportsbook and with a bit of casino involved as the casino has both

This is an issue which has been persisting now for over a week and I was told (Copy and paste responses by chat) it will be resolved soon but never is.

The old bonus is not being removed that should have cancelled on my account when the balance his 0. So I have redeposited and unable to bet on sports due to this issue. I have spoken to 3 different agents and I get the same copy and paste responses as the attached agent. I have also emailed but they just bounce back.

I have explored the site abit more and my currency has now changed from EUR to USD. I keep chasing this to be changed but again get fobbed off by the agents (Until a week ago you could change it yourself but this has now gone).

Also MANY MANY providers for slots do not work. You simply get told it is the wrong country, however no matter VPN you set the message is the same, then chat tell you it's a known issue and is being worked on. However I found a complaint from someone on another mediation site where Casinok and their sister site (freshbet) have had these issues since at least december.

I am now concerned there is a deeper issue. My funds are currently stuck.

Disputed sportsbook CasinOK Sportsbook

Reason Software glitch

Discussion

AskGamblers

• Support Team

3 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

mattyswordy

3 months ago

I can now bet on sports. After 3 weeks!

Casino has now removed all the genesis global games. Annoying.

Mancala still doesn't work.

Very poor experience here.

AskGamblers

• Support Team

3 months ago

Dear @mattyswordy,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

CasinOK Sportsbook

• Representative

3 months ago

Hello Mattyswordy and the AskGamblers Team,

First and foremost, we would like to offer our sincerest apologies for the frustration this has caused you and for the previous misunderstanding regarding the communication logs. After a secondary, more rigorous internal audit, we recognize that our previous statement regarding the "edited" logs was incorrect. It was never our intention to misrepresent the facts or "slander" your account; rather, it was a result of a fragmented internal review. Please accept our professional apology for this mistake.

Regarding the betting issue, you were correct. Our deeper investigation revealed that the unique bonus glitch you experienced, which was indeed a rare and complex case for our system, left a residual conflict in your account's betting permissions. While the bonus appeared visually removed, it was still causing the "insufficient funds" error regardless of whether odds changes were accepted or not. We take full responsibility for this oversight and for the time it took to identify the root cause.

We can now confirm with 100% certainty that our senior developers have manually synchronized your account permissions. Your cash balance is now fully available for both sportsbook and casino use without any restrictions.

We value your feedback and your patience during these past three weeks. We have updated our records and notified the AskGamblers team that the primary issues regarding your balance and betting capabilities are now fully resolved. We invite you to test the account and enjoy your experience moving forward.

Best regards,
CasinOK Sportsbook Team

CasinOK Sportsbook Complaint Stats

Resolved 2 / 2

Avg. Amount N/A

Avg. Complaint Duration 10 days

Avg. Response Time 1 day

CasinOK Sportsbook Complaints

See all complaints for this sportsbook

They stole most of my funds with no reason

I would like to report a serious issue regarding my experience with the betting company Casinok.

After completing an extremely demanding verification process — including recording a video selfie while reading several pieces of information they provided, as well as showing a handwritten note with those details next to my ID — I was informed that my verification was perfectly approved and that I could withdraw my funds without any problem.

At the moment of withdrawal, however, my account was suddenly restricted. My total balance was 1,355 USDT, yet I was only allowed to withdraw 620 USDT. This amount is not only far below my actual balance, but even lower than my initial deposit of 776 USDT. Shortly after attempting to withdraw, I received an email stating that I had “violated their terms,” but once again, no specific term or rule was identified.

I have not engaged in any prohibited or suspicious activity. I simply registered, placed my bets, and when limitations were applied to my account, I attempted to withdraw my legitimate funds. Since then, Casinok has provided no explanation whatsoever and has ignored every request for clarification.

This situation is completely unacceptable. The company has withheld the majority of my funds without any justification, despite having confirmed that my verification was fully compliant. I am requesting the assistance of this mediation platform to help resolve this issue and ensure that my remaining funds are returned. No customer should be treated in such an opaque and disrespectful manner.

Resolved