Fast withdrawal not processed

Dear @T0t0diabl3,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Yes this is true.

Except that you never verified my account and did not allow me to withdraw.

Also you never helped me by suggesting account temporarily disable and instead waited for me to lose patience and gamble everything away.

Just like magic the moment my balance hit 0 . The next day you verify my account.

With documents you had for several days but decided to make me wait.

You are the reason online casino get a bad réputation.

I truly hope people will read this and be warned.

You don't have fast withdrawal and easy KYC like you state on your homepage in huge letters!

You are just not paying if someone manages to win ..

13 906 euro was life changing money for me.

I live from paycheck to paycheck minimum wage and you robbed me of a better life ... Finally after all those years gambling this was my biggest win.

The win i desperately needed to pay back money I owe and put my life back on track.

Thanks for ruining my life.

Dear @T0t0diabl3,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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.

Dear player,

thank you for contacting us.

On the 8th of March you made your first deposit on Kryptosino. After consulting with our Live Chat representative you decided to claim a wager free welcome deposit bonus.

In our Terms and Conditions it is stated that if a player claims any type of bonus, the KYC procedure is compulsory upon withdraw request. The casino must verify that the gameplay is according to the Bonus Terms and Conditions and verify your account. These procedures take some time to be completed as they are done by a human. This is the reason your first withdrawal request of 500€ wasn't instantly processed, the relevant department reserves time to check that the gameplay and documents comply with the Terms and Conditions and AML policy.

During the account verification procedure you were in constant contact with our Live Chat representatives who kindly reassured you to ease your impatience. Still, you eventually decided to cancel the 500€ withdrawal and continue playing after which you accumulated 13.906€ balance. After that you requested two withdrawals of 10.000€ & 3906€.

After you submitted part of the KYC documents, the finance department requested additional documents which were missing (Selfie + ID) to fully verify your account, and assured you that your withdrawal will be processed once your account gets verified.

We never gave you a reason to get impatient, even the finance department, directly assured you via email that your withdrawal will be processed all according to the Bonus Terms and Conditions.

Instead of being patient, you went ahead and did the same thing as with the first withdrawal, you cancelled them and continued playing resulting in spending the balance. Bad luck this time.

To avoid such cases we also offer self exclusion periods like freezing the account (1 day, 3 days etc.) during which players are not able to access the account. It was only your decision to cancel the withdrawals and continue playing, this time with a bad outcome.

Your feedback matters to us as we strive to improve our service, and we apologize your first experience was inconvenient.

Respectfully,

Anton