11500EUR win blocked and account suspended without explanation

Hello,

I am submitting this complaint regarding the delay of my withdrawal from Casinado Casino.

I requested my withdrawal on 22/06/2026. Since then, I have contacted customer support several times asking for an update. Every time I received almost identical template responses stating that my withdrawal is "being processed" or that the Finance Department is handling it.

Support informed me that withdrawals are processed within 3–5 business days and that my request had been escalated to the Finance Department. However, they are unable to provide any estimated completion time or any specific information about my withdrawal.

I have completed all required verification, and support has confirmed that:

my withdrawal is in progress;
there is no issue with my account;
my funds are safe;
the delay is only related to the Finance Department.

Despite these assurances, I still have no clear information about when I will receive my funds.

Desired resolution:
I simply want my withdrawal to be processed and paid without any further unnecessary delay.

I have screenshots of my conversations with customer support and can provide them if required.

Thank you.

I found this casino while browsing in askgamblers, I deposited and started betting and requested a withdrawal of 400 euros

However 15 days later, the withdrawal is not processed, their terms and conditions mentions that withdrawal are processed under 3 business days, Casinado is then in breach of their terms and conditions.
Whenever I contact the support, they just tell me to wait and that it will be processed the next day, with no explanations of the delay, I discovered later that they do this with everyone.
I dont know if I got scammed but Im sharing this here so you can help mee

Hello @askgamblers, I have been experiencing serious issues trying to withdraw from Casinado. It seems that their portal's withdrawal method is not working. I have followed all the instructions provided by their support team to resolve the issue, but it was impossible to fix the problem even with their assistance.

Eventually, they processed the withdrawal manually via xrp wallet, which was successful. However, it took two weeks to arrive. Now, I am trying to withdraw €500, and they have not taken responsibility. I have contacted them through chat and email, but there has been no progress. They haven't even deducted the amount I want to withdraw from my balance, which proves there’s been zero progress, as the previous time, they did deduct the amount from my balance.

I have even sent emails, but their responses are vague and lack action. Please, @askgamblers, I need your help with this matter. I've been waiting since November 20, which was their last email showing evidence that they were supposedly working on the issue, but nothing has been done, nor have I received any notifications.

My problem is already with Casino Casio but I can not choose it from the list I don’t know why.

The problem is easy, in gonna try to explain myself as clear as I know in English.

I was playing sugar rush 1000, betting spins of 1.20€ each, I won 3 scatters so they gave me a Bono of 120€ value. I played it and I won 730,44€ but this money never has appeared in my balance.

I request an answer about this but they never gave me a clear answer and the redirected me several times to the chat, to contact them via mail but the don’t reply also.

I got screenshots about the conversations in Spanish that I’ll translate for you and the proper screenshot of the won prize and the transaction ID of the winning.

I’ve been waiting during 7 days trying to get the money back but I think they are not able to give it to me.

I attach you the screenshot of the prize won, the ID transaction and the mails sent it. I got also conversations from the chat but they are in Spanish and I need to see how to translate them to you.

I’m desperate guys I really need this money back to continue my life and Casinaso is not helping me anymore…

The first pic it’s a mail to support,

I say like, good morning I’m trying te claim my won prize, I detail you the amount of it. I’ve been waiting during a couple of days replying you via chat and mail but anyone answers me. I attach you the screenshots with all the information I’m talking about (ID transaction and proper picture of the amount won). And I finally said, I hope you can help me)

And then I attach other 2 pics written in English just asking how is the status of my petition.

I got screenshots also from the chat talking with several operators that the redirect me to the same place constantly, they don’t resolve nothing for me and I’m desperate guys…

If you need anything else, let me know.


And finally to clear everything,

WHEN I WON THE PRIZE, the page of Casinado refreshed by itself and made the win dissappear. This is the reason that I never saw the amount in my balance.

It’s clear that in the historial of transactions you can see this amount of money but it never has been paid to me.

It’s been like 10/12 days waiting a reasonable answer from them but they don’t want to accelerate this and try to help me.

I wish you could do it :)