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Casinoin - Account suspended and withdrawals blocked

55 hours left for Crouchy to respond.
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Complaint Info
Disputed casino Casinoin
Reason Declined payment
Amount $ 80000
Posted on September 10, 2020

Hi there,

I signed up with CasinoIn and made my initial deposit on the 11th of July, 2020.

After depositing over $110,000 NZD following a really bad run, I finally started to get some wins and CasinoIn requested me to undergo an account verification process, which I immediately completed, providing all the requested documents. They acknowledged receipt of the documents and told me the verification process would take 3-4 days, and on rare cases up to a maximum of 14 days.

It is now well beyond the 14 days.

They also mentioned that I could continue to play during the verification process. However, a few days after providing the documents, my account was suspended without any reasons given, despite asking their support department numerous times whereby I received the same reply of it being due to a technical error.

On the 25th of August, their manager messaged me the following:

"Clearly there has been some misunderstanding"

On the 27th of August, he messaged me the following:

"They promised to unlock your account and withdrawals by tomorrow."
"I will make sure you get compensated for that".

However, as of today the 8th of Sept, my account is still suspended and withdrawals are still not allowed. I have been contacting the support department regularly and their response is always the same, along the lines of:

“Please accept our apology for delay. I will send a reminder to appropriate persons regarding your request”
"Please kindly wait.”

I currently have over $80,000 NZD in my account that I need to withdraw from as a matter of urgency, and I seek your help with this matter please.

Posted on September 11, 2020

Hello,

Thank you for your request and bringing this up to our attention. Please be advised that I have checked it with the relevant team and can see that there was indeed requested a verification of your account. Unfortunately, it took a bit longer time because of your account gaming activity check by the Security Department that is according to the T&Cs of the company that you agreed when registered an account with us.

Anyway, I apologize a lot for having made you wait, however I see that you have already started to withdraw your winnings and there are successful withdrawals.

Once again, please accept our apologies for the temporary inconvenience caused and let me know if you need any further assistance from our side.

Kind regards,

AskGamblers
Posted on September 11, 2020

Dear @Crouchy,

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.

Posted on September 12, 2020

Hi there,

Thank you for the update.

I can confirm that I am now allowed to withdraw $4,000 NZD a day, and have withdrawn this amount each of the last two days (totalling $8,000 NZD). The balance remaining to be withdrawn is $73,304.93 NZD.

However, I would like to keep this case open until I have been able to fully withdraw my balance as it is a large amount.

To expedite this, is it possible to allow me to withdraw a larger amount per day? This would enable us to close this case sooner, and also this is what the CasinoIn manager offered me earlier ($10,000 NZD withdrawal per day, with no fee. I have a copy of this correspondence on file).

Thanks once again and I will keep everyone updated on my withdrawal progress each day.

Posted on September 14, 2020

Hello,

I am glad that you are able to withdraw your winnings right now and apologize for the delay, as I have mentioned before the activity check can be initiated by the Security Department based on the company's Terms and Conditions.

I have no information on the special conditions that you were offered by the manager, I will need to check it out with the relevant team.

Posted on September 14, 2020

Hi there,

Just an update from my side.

So far I've managed to withdraw $16,000 NZD and the remaining balance is $65,304.93 NZD.

I can paste here the correspondence from the Casinoin Manager regarding the $10,000 NZD withdrawal offer if you want. Let me know.

Thanks

Posted on September 17, 2020

Hello,

Thank you for the update related to your payouts. I believe your word :)

I have checked the information provided and got a reply that it was a limited time offer, unfortunately, it can't be applied right now.

I apologize for the inconvenience this may have caused you.

Posted on September 17, 2020

Hi there,

1. Total withdrawn to date $24,000 NZD. Balance remaining $57,304.93 NZD.

2. My withdrawals were declined yesterday and so far today, well past the 24 hour timeframe from the last withdrawal. This is very frustrating as this is a regular occurrence which has happened many times in the past, with the usual message of "technical issues" from support staff, and is prolonging this case unnecessarily. Will Casinoin do the right thing and allow larger withdrawals to compensate for this delay?

3. Nowhere in my correspondence with the Casinoin Manager was there any mention of "limited time offer". This appears to be a ploy to hold on to my money for as long as possible. I shall post wait for Casinoin to respond and if that's deemed unsatisfactory, it may be best for me to post here the full correspondence from the Manager and you can tell me who is right.

Posted on September 21, 2020

Hello Crouchy,

I totally understand your frustration and would like to assist you with the resolution of this case as soon as possible.

I will do my best in order you could receive your winnings at the earliest opportunity. I will check once again what conditions were proposed to you before and come back to you on this. Thank you for waiting and collaboration on this.

Posted on September 21, 2020

Hi there,

1. Total withdrawn to date $28,000 NZD. Balance remaining $53,304.93 NZD.

2. Last withdrawal of $4,000 NZD was over a period of 98.5 hours, instead of the stipulated 24 hours as the system kept declining my withdrawal request.

3. Since my last withdrawal, another 24 hours have elapsed, and once again CasinoIn is declining my withdrawal request so I cannot withdraw any longer.

4. Two of the attachments below are transcripts from the CasinoIn manager, Alexander dated 14th July, 2020 in regard to my increased withdrawal limits.

The other attachment is a transcript from the same manager dated 27th August, 2020 in regard to compensation:

I await a satisfactory response/solution to all of the issues above.

AskGamblers
Posted on September 25, 2020

Dear Casinoin,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on September 25, 2020

Dear Askgamblers Team,

I will reply to you privately on this case and provide explanations.

Thank you,

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