Complaint #12 Casinado Casino

Dealyed manual payment

By Juansg

1 year ago

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.

Disputed Casino Casinado Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

9 months ago

Dear @Juansg,

The AskGamblers Complaint Team is kindly asking you to assist the Casinado Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Casinado Casino

• Representative

9 months ago

Dear All,

We kindly inform you that an email was sent to you to provide a crypto payment method that is available on our site on December and unfortunately, we received no answer.

We sent you an email to provide as with a Crypto payment method that is available on our site, to proceed with the manual withdrawal of your active balance.

Kind Regards,
Casinado team

AskGamblers

• Support Team

10 months ago

Dear all,

This complaint has been reopened as per Casinado Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Juansg

1 year ago

Hello, why do they say they are catching up when their actions show me the opposite? Yesterday they canceled my withdrawal without valid reasons. I deposited with XRP and they told me to switch the wallet to ETH because their XRP wallet does not work, then ETH wasn't working, and finally, I provided another one, DOGECOIN, but the withdrawal system on my account does not work so it has to be manual. And it can't be because of the verification because their own system states it's not necessary. What is really going on? @askgamblers I ask for your support as they have been withholding the money for months due to an error on their part that ultimately benefits them and harms me.
As you can see in the evidence, my points are supported by your actions.

Casinado Casino Complaint Stats

Resolved 3 / 4

Avg. Amount $1,332

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Casinado Casino Complaints

See all complaints for this casino

Withdrawal not processed after 15 days

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

Resolved

€400

11500EUR win blocked and account suspended without explanation

I have encountered a serious issue with "Casinado Casino," where my account has been blocked due to a significant win of €11,500.

I have tried to contact customer support, but I have not received a satisfactory response or explanation for the block.

This situation raises concerns about fairness and transparency, and I am prepared to take the necessary legal action if the matter is not resolved promptly. - with this message what should I write as the complaint title to get the most exposure

Resolved

Bonus not paid after game refreshed

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 :)

Unresolved

€730

Late payment and lack of communication

My name is < personal info removed >

I am writing to you as a casino customer to express my deep concern and disappointment regarding the failure to receive the corresponding payment from my casino account to my bank account. The reason for my contact is to seek a prompt resolution to this matter.

On February 23, more than 35 business days ago, I provided my bank details to Your request (13834798) as requested to facilitate the funds transfer process. Despite having complied with all the established requirements and a considerable period having passed since then, to date I have not received the corresponding payment.

This situation has generated considerable discomfort and distrust towards your establishment, as I trusted the integrity and professionalism of your casino when participating in its games. However, the lack of communication and delay in resolving this issue has undermined my confidence in your company.

Therefore, I respectfully request that you urgently investigate and resolve this matter. I look forward to receiving a clear and detailed explanation of the reasons behind this delay and definitive confirmation as to when I can expect to receive payment.

I want to emphasize that I am willing to cooperate fully to facilitate whatever process is necessary to resolve this issue in a satisfactory and amicable manner. However, I want to let you know that I am evaluating all available options to protect my rights as a customer, including the possibility of taking additional legal action if this matter is not resolved in a timely manner.

I appreciate your attention to this urgent matter and look forward to receiving a prompt and satisfactory response to this communication. I look forward to your comments and a prompt resolution.

Resolved

€3,700