Slow customer service and unable to withdraw my winnings

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!!

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!

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!

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.

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.

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.

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!