Complaint #7 Asino Casino

Deactivation After Win Money

By Cano82

2 years ago

I won 5000 euros, an eternal back and forth until my account was completely verified and I received the message that I can now withdraw my money

3 hours later I receive the message that the administration has deactivated my account and I have to provide my details, which were actually already available during the verification process.

the casino plans to pay me less or nothing at all and deactivates my account at a payout of 5000. have previously deposited 3000.

no reason nothing, Zero Communication,
After i win Reaction is slower

Disputed Casino Asino Casino

Reason Delayed payment

Amount €5000

Discussion

AskGamblers

• Support Team

2 years 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.

Dear @Cano82,

Should you face issues with the rest of your payment, please contact our team and request reopening the complaint.

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

Cano82

2 years ago

Okay everything is okay now . I have to say sorry . The First 4000 i get yesterday and the Rest ( 1000 ) will Come the next 5 - 7 Business dass a supporter from Asino told me Today .

Asino Casino

• Representative

2 years ago

Dear Cano82,

We have thoroughly reviewed your interactions with our technical support team, as well as your concerns regarding account blocking and withdrawal issues. We would like to provide a detailed response to each of your questions to clarify any misunderstandings.

Regarding your interactions with our technical support specialists, we would like to note that all your inquiries in the chat were responded to promptly, with up-to-date and complete information. You received responses from our specialists within a few minutes.

The withdrawal requests made between June 25th and June 27th were canceled due to the need for account verification. Once you provided all the necessary documents, your withdrawal request of 4000 EUR on June 28th was successfully confirmed and processed on our end. The funds are currently on the payment system's side. Please note that according to the WITHDRAWAL POLICY, "All Bank Transfer payouts are in principle processed within three to seven (3-7) banking days."

Regarding the verification of your profile and the documents requested by our specialists, we would like to emphasize that the security of our players is our priority. Moreover, as a licensed casino, we operate strictly within our T&C. According to the "WITHDRAWAL POLICY" section of our T&C, which you agreed to upon registration: "The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity," as well as according to the ANTI-FRAUD POLICY section, "In order to verify the player's account, casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet."

Additionally, regarding the blocking of your account, please note that the closure was made by the administration's decision. This decision is final, and your account cannot be reopened.

As for the return of the remaining funds, this issue has been forwarded to the relevant department, and we are awaiting a response. We will maintain open communication with you to address any further concerns and provide updates on the status of your withdrawal and refund.

Best regards,
Asino Casino

Asino Casino

• Representative

2 years ago

Dear Cano82,

We deeply regret the inconvenience you have experienced. The security and satisfaction of our customers are our top priorities, so we would like to investigate this situation in more detail. At the moment, we are thoroughly reviewing your interactions with our technical support team, as well as the information regarding the withdrawal of funds and the account blocking. We will try to get back to you with a complete response regarding your situation as soon as possible. We apologize for the inconvenience caused and will keep you updated on the situation.

Best regards,
Asino Casino

Asino Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $2,436

Avg. Complaint Duration 4 days

Avg. Response Time 20 hours

Asino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Asino Casino Complaints

See all complaints for this casino

Account was closed with 2100 euro balance

I won around 4600 euro, chat support was very good and helped me get my account verified fast! ( within minutes)!

All good until the next day, when I wanted to login into my account and I see its disabled. No email sent from them,no nothing.

Seems that now I dont have access to my account. Casino was very good until it came to actually pay me ( I completed all the KYC procedure they asked me!).

Resolved

€2,100

Withdraw still pending after 4 days

The casino tells me everytime that they have transferred my funds already! However the money is still not in my bank account. They are telling me it's an issue with my bank account. I asked my bank and they said it's impossible that a bank transfer take up to 10 days! Very frustrating, moreover because on this site her (askgsmblers) they are writing that the casino has FAST withdrawals..

Resolved

€1,151

Delay of withdrawal and withdrawal method issue

I made a deposit using Mifinity, after winning, when I wanted to withdraw, I didn't have the withdrawal option like Minifity. The only available options are Bank transwer, and few crypto option.
I ordered a payment to my bank account
After a few hours it was returned and I was told to send a document verifying my bank account. After verification, I ordered a new payment. After a few hours, it was returned, Claiming that I had to order payment to Mifinity.
Then a few times going back to the chat, each time I had to translate the story from the beginning.
and each time I was assured that I had to wait for the manager, and that he would be up to 3 hours. They've been selling me off for a few days now.
I made a new crypto deposit, wager deposit x10, and ordered a crypto withdrawal. But it doesn't help, I haven't had a manager for a few days and I haven't got my money.

Resolved

€2,400

Unprocessed payout for unclear reasons

Hello, I made a deposit to the casino via cryptocurrency. I requested the same withdrawal method, but it was rejected. I have not received information about the reason for rejection. I contacted live chat, but they couldn't give a reason and sent inquiries to the appropriate department. After a few hours I got a message from the chat that the reason was technical problems, but the error has already been fixed and the withdrawal will be accepted soon. However, that did not happen. I contacted live chat again and got a message that the error was still not fixed.

I am writing to AskGamblers to ask the casino to clearly state the reason for the delayed payout. Once I get a message that there is a bug, then that it has been fixed, then that it has not been fixed. Also, in the meantime, I got an email that I was excluded from any bonuses at the casino because my bonus ratio is too high, although I only made one deposit at the casino. All this together seems very strange, especially since Asino is a new casino and I don't know how to interpret all this. I will add that for my region, the only withdrawal options are cryptocurrency. I would like to ask for help in my case and I would be grateful for such help.

Resolved

€740