Complaint #98 Casinoin

Payments rejected for a week

By shonaka2323

1 year ago

Dear Askgamblers Support,

Please read this carefully!!!

< content removed is not relevant to the dispute >

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I have a balance of 98,234 yen at this casino.

I made my first withdrawal request on January 24th. It's been a week today. But I haven't been able to withdraw a single yen yet.

My withdrawal request has been on hold and is cancelled every 24 hours. In the transaction history in the submitted image, the last request date is January 31st, but this is because the request is cancelled once a day and a new request is made every day.

Since my first withdrawal request was cancelled on the 24th, I have been asking support about the reason for the cancellation. Support tells me that they will report to me as soon as the results of the investigation are known. However, I have not been told the results yet. Nothing is known.

KYC verification of my account has been completed. There is a green check next to "Verification" in the menu. Even after the verification was complete, I was asked to submit additional documents, but I submitted them all immediately via chat. (I will submit images as proof.)

It's really strange that a week has passed and not only has the withdrawal request not been completed, but the reason for the withdrawal refusal has not even been revealed.

Disputed Casino Casinoin

Reason Delayed payment

Amount ￥98234

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's post about the received withdrawal, 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.

shonaka2323

• 1 reviews

1 year ago

No. Don't lie.

You are ignoring my questions. No reply was made to the email in this image. This delayed the verification. Please check.

Also, just because you respond to chat doesn't mean you're not ignoring me. If you respond but don't answer my questions, you are ignoring me.

Also, your security team is completely ineffective. I was asked for the exact same documents I submitted once, days later. I asked about it and they ignored me. Your business processes are out of whack. You have no control over personal information. Or you do this intentionally to slow down the verification process.

I've been saying this a lot, but you never admit your mistakes, as is clear from this complaint page.

Casinoin

• Representative

1 year ago

Hello,

We’re glad to hear that you’ve received all your winnings! 🎉

We’d like to clarify that KYC requirements are clearly outlined in our Terms and Conditions. These measures are in place to verify the identity of the account holder, as well as the payment methods and the source of funds.

Additionally, we’d like to note that our Customer Support team has responded to all your messages. Please be advised that the Support team is not responsible for the KYC process and document verification - this is handled by our Security team.

We’re sorry to hear that your verification experience wasn’t ideal, but please know that the company followed its Terms and Conditions throughout the process.

J. INVALIDATION OF TRANSACTIONS/FRAUD/ANTI-MONEY LAUNDERING 

2. For fraud prevention purposes when making payments, including by bank cards or by other payment means, disputing the payments by third parties and investigating such cases, the Company can verify all payments. In such case the Client must provide upon request the following documents:  

2.1. for establishing your identity and/or verification of your age, your identification documents,  
2.2. for verification of your address, a bank statement, utility bill, or other documents,  
2.3. for the validation of a payment transaction or a withdrawal of funds, the documents requested by our partners - payment systems or agents, in accordance with the professional requirements for combating money laundering and illegal financial transactions. 

5. Verification process usually may take up to 5 business days, in rare cases more than 5 business days  

D. ACCOUNT  

11. The funds will be withdrawn from the Personal Account up to five (5) business days after the Company receives the Client's request, provided the following terms are met:  
11.1. the Personal Account has enough funds for withdrawal including the fees charged by financial institutions,
11.2. the withdrawal request includes the method, currency, and account number used by the Client upon depositing monies into a Personal Account,
11.3. the withdrawal request contains all information required to make a money transfer, 
11.4. the Client is a player and a payee of monies,
11.5. the funds on the Personal Account were used in pursuance of this Agreement,
11.6. verification of the Client was successfully completed if such verification was requested by the Company,  
11.7. no force majeure occurs. 

4. Company will request in accordance with the applicable laws and regulations, that the player submits documents as proof of identity for a security identity check at any time, and in any case upon cumulative deposits of €2,000 on the basis of a rolling period of one hundred and eighty (180) days. Company reserves the right to retain any funds and/or winnings until the requested documents are submitted. The player will be asked to submit one or more documents such as a copy of a valid ID issued by the competent authority of a recognized state/country, e.g. passport, personal identity card, driver's license, a utility bill (e.g. for gas, electricity), a lease contract or a copy of bank statements, etc. The player must comply with the request to submit the necessary documents within the legally mandated thirty (30) day timeframe. If the player fails to do so, the Personal Account can be suspended. 

If you have any further questions, feel free to reach out.

Kind regards.

shonaka2323

• 1 reviews

1 year ago

Yes. I finally got my withdrawal.

This casino is the worst. Worst ever.
It took about 20 days to withdraw. They say it's "standard" but if they knew that, no one would use them.

Also the quality of their support is very poor. They ignore my questions. They don't reply to emails. They never admit mistakes.

This casino advertises "No KYC required" but the reality is the opposite. In addition to the standard documents, I submitted a PDF of my payz transaction history for the last two months. I also submitted documents from the cryptocurrency exchange I used to deposit into payz. No other casino asks for so many documents.

They buy their time and never withdraw if I don't file a complaint like this. Askgamblers helped me out. Thank you.

Casinoin Complaint Stats

Resolved 33 / 34

Avg. Amount $6,993

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Casinoin Complaint Summary

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

So far, 24 out of 25 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Casinoin Complaints

See all complaints for this casino

Casino is withholding my withdrawal

Dear AskGamblers Team,

My name is <full name removed>, and I would like to file a complaint regarding a significant delay in the processing of a large withdrawal(160000 euro) and the lack of clarity in the verification process at Casinoin.

I have requested a withdrawal of €160,000, and I submitted all required verification documents (ID, proof of address, proof of payment method, etc.) 4 days ago, on June 14, 2025.

Since then, the only reply I receive from Casinoin's support team is that “the relevant department is reviewing the case,” without any clear explanation or estimated timeframe. Despite several follow-ups, I have not been given any meaningful update on the progress of my verification or the expected payment date.

Considering the size of the amount and the vague communication, I am becoming increasingly concerned. I respectfully ask for your assistance in mediating this issue and ensuring that Casinoin completes the verification and processes my withdrawal in a timely and professional manner.

I am available to provide any additional information or supporting documentation you may require.

Thank you very much for your support!!

Resolved

€33,966

New verification process and delayed payment

Hello AskGamblers!

On April 12th I managed to get a small win and complete the wagering of a bonus and ended up with 2509€ of withdrawable balance. I noticed that rapid transfer still is not available as a withdrawal method and I contacted customer support to see if they could activate skrill since I have used that successfully before as well. I was then asked to provide banking statements from my own bank and skrill back from december up to said date. I have done all of this when my account was verified originally last year so seemed a bit strange. I compiled all the banking statements that were available to me and sent them to casinoin. Since then I have been asking them how is the issue going forward and I always get the same generic response that they are still working on it, but alas, nothing is happening. I have asked if there is a problem with the documents or something that I can remedy to speed this issue but I receive no communication or answers. It has been a month now and I feel like I'm being played here so I ask you for assistance on the issue dear AskGamblers!

Resolved

€2,509

Delaying verification and withdrawal issue

Hi AskGamblers!

I won 2000,55€ on 7.3.2025.

I made this deposit and all my previous deposits using Rapid Transfer.

When I tried to make a withdrawal, I noticed that Rapid Transfer is not available for withdrawal, only for deposits. I asked the live chat for help and they told me to complete the verification process on their site. I sent them all the necessary documents, completed the verification process successfully, and contacted live chat again.

A few days later, they sent me an e-mail and asked for more documents (1. a picture of my passport 2. a selfie of me holding my passport 3. a screenshot of the document confirming ownership with Rapid I used + deposit confirmations from my Rapid account).

I sent parts 1 & 2. For part 3 I sent them a screenshot of the receipt of my latest deposit and also a bank statement showing all my deposits to their site. I explained that I made the deposit using Rapid Transfer as a direct bank transfer and had not used an e-wallet.

A few days later, I was told that they require a Skrill statement. I explained that I couldn't give them a Skrill statement because I don't have a Skrill account. Then they asked me to send a normal bank statement reflecting the deposits to their site, which I did, for the second time obviously.

This has now happened a number of times, and I feel like Casinoin is just playing with me.

Dear AskGamblers team, the verification process is going nowhere, so please help me solve this issue.

Maybe with your help I can get my money one day.

Thanks!

Resolved

€2,001

Payment delayed sunstantial amount of time

Hello AskGamblers. On 19.10 I won 5000€ on Casinoin and to this day I have been unable to withdraw my funds. I used rapid transfer as deposit method and when I tried to make a withdrawal the system informs me the payment method is not available for withdraw. After contacting customer support I was told to create a skrill account and make a deposit with that. I created the account and made a deposit but I was unable to withdraw my funds until I wager the amount of my deposit. After completing that skrill was no longer available as a withdraw method.

I contacted customer support again and I was told to complete verification process. I have since then completed all that has been asked of me (automatic process on their site, I have proviced them with several months of bank statements from skrill and from my bank, ID, selfies, selfies with ID and their site visible on background etc.).

Now site itself shows my verification is complete but they have gone silent and whenever I ask what is going on they just tell me my account is under verification process. This has taken unreasonably long and I hope AskGamblers can help me resolve this issue.

Resolved

€5,000

Casinoin delaying withdrawal

I have been playing on Casinoin for quite some time and never before had similar issues. They have a strange policy on their site tho that you can make deposit using RapidTransfer but when making a deposit that method is not supported. Because of that you need to ask their livechat to forward requests to other department to activate for example Skrill as a withdrawal method. Previously I have had no problem with that and withdrawal method has been changed within hours but now it has been 12 days since I requested them to make withdrawal to Skrill available.

All I get is responses like this below:

Hello!

I would like to inform you that your request to transfer funds for withdrawal via an alternative payment system has been forwarded to our finance department.

Please be aware that these requests are processed during our operating hours. The processing time may also vary depending on the number of requests in the queue.

We appreciate your understanding and patience in this matter. Kindly await further updates regarding your request.

I have balance of 3486€ on my account and it's really frustrating not to be able to withdraw them.

Resolved

€3,486

Late KYC since last month

My KYC is late - 5 working days they said to me has already expired.

It seems to be a big company where each attendant has autonomy to tell and make different things and the process becomes slower and more confuse. Attendants are giving automatic answers to me at all time and my money is there since last month when I created my account. I wish you could help me, otherwise I'll have to provide others methods to solve my problem.

Looks like to be a serious company but they are getting me nervous.

Resolved

R$1,895

I can't make withdrawal

Hello!

I made my account in April.

Since then I've been trying to make a withdrawal and they keep canceling it for no reason.

I have spoken with them many times in the live chat and they always told me that they are facing some technical problems and to try again. I have tried more than 20 times to make a withdrawal.

For some reason they keep making fun of me.

Now they don't even answer me when I try to talk to them.

I have 470$ in my account.

You can also see how many canceled withdrawals I have from the screenshot I sent you.

I would greatly appreciate your help.

Thank you very much!

Resolved

$470

Unable to withdraw any funds

I have been unable to withdraw for the past 4 days. I've contacted support numerous times and have not received an explanation beyond a "technical issue with the payment provider" which I see is their go-to excuse for the past few years.
I e-mailed their complaint department and have not received a response.
Their VIP hosts answers me once per day, simply saying "Be patient, the case is being handled by specialists"

I have a large ($100k+) balance on the site which they refuse to let me withdraw and have provided no real explanation or reasoning.

Resolved

Withdrawal of 500 Euro issue

I thought I wasn’t gonna need to post another complain about a casino so soon but this is really annoying.
It all started in beginning of April. Casinoin had always been a company which processed payments immediately and when I say immediately I mean it as soon as you pressed the withdraw button the money was in your bank account. I had many withdrawals before without any problems.
Suddenly this changed though. I had a withdrawal of 100€ in beginning of April and after days of waiting I ended up spending the money. Few days later I was advised that their case is now fixed.
Recently I deposited again some money and easy easy I won a bit over 500€. Guess what … issue still exists. Every time I text them in their live chat or by email I get the same answer that specialists are working on it and they are sorry for the situation and I will be updated soon.
I ain’t gonna cancel this withdrawal. I already informed them that I will post here and in other parties including Curacao gaming if that continues. I don’t care if I end up not getting the money which I actually deserve but I don’t like being fooled.
Screenshots of course attached. Withdrawal date shows 24th because every 1-2 days the withdrawal will be returned to my wallet if not processed.
PS. No any deposit bonus was used nor any other offer.
Askgamblers I hope as always you give this matter your attention and help me come to a solution.
Many thanks in advance Anthony!

Resolved

€500

Withdrawal and verification big delay

Hello .

I have played in this casino and I was waiting for a small withdrawal of almost 200 euros.

After one day they canceled it and this happened for several days without sending me an email to tell me the reason.

I sent them a few days later and they asked me for account identification.

I sent them everything they asked for and I waited. Again no update until I asked them again on my own and they told me that they had accepted them, they just wanted one more selfie to complete it.

I have also sent this one and I am still waiting. I never received an answer.

I talk to them in the live chat and they always answer me with the same prepared message that I have to wait up to 5 days for the identification and I will be informed.

It's been more than 5 days and they don't answer me now even in the live chat!

I've been waiting for almost a month.

If you see it written on their site, direct withdrawals and anonymous because no verification is needed because it is a crypto casino.

I don't have a problem that they asked me for verification, I just don't like being mocked for so long and not answering the messages

Please I need your help because I have almost 320 euros in my account!

Thank you!

Resolved