Casinado Casino

11500EUR win blocked and account suspended without explanation

Von Longipongi

vor 1 Jahr

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

Unseriöses Casino Casinado Casino

Grund Kontolöschung

Betrag €11500

Diskussion

AskGamblers

• Support Team

vor 8 Monaten

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinado Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Casinado Casino

• Representative

vor 8 Monaten

Dear Longipongi,

We would want to draw your attention to the following points of our websites General Terms and Conditions, which the you had accepted when creating his account on our website:-

9.1 : - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

<...>

9.3 :- We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for customers account.

We hope this helps clarify the matter.

Best Wishes,
Casinado Team.

Casinado Casino

• Representative

vor 8 Monaten

Dear askgamblers,

We have replied to your email. We will wait for your update.

Kind regards,
Casinado team.

AskGamblers

• Support Team

vor 8 Monaten

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Casinado Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Casinado Casino Beschwerde-Statistik

Gelöst 3 / 5

Durchschn. Betrag $6,101

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 4 Tage

Casinado Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Konto trotz spielsucht anfrage nicht geschlossen ueber 10 000 eur verloren

Sehr geehrtes askgamblers team,

Ich wende mich heute mit einer ernsten beschwerde gegen das online casino casinado3.com da dieses casino trotz mehrfacher schriftlicher aufforderung meine eindeutigen bitten um kontoschliessung ignoriert hat

Ich habe mehr als zehn emails an den kundendienst von casinado3.com geschickt in denen ich darum gebeten habe mein spielerkonto dauerhaft zu schliessen da ich ernsthafte probleme mit spielsucht habe leider wurde keine einzige dieser bitten umgesetzt im gegenteil das casino hat mir weiterhin regelmaessig bonusangebote zugesendet um mich zum erneuten spielen zu verleiten

Casinado3.com ist derzeit das einzige casino bei dem ich noch zugriff auf mein konto habe da alle anderen anbieter meine anfragen auf selbstsperre respektiert haben hier jedoch wird mein wunsch ignoriert was klar gegen die internationalen standards fuer verantwortungsvolles spielen verstoesst

Bis heute habe ich bei casinado3.com ueber 10.000 eur verloren ein erheblicher betrag den ich in dieser form nicht verloren haette wenn das casino meiner selbstsperreanfrage nachgekommen waere

Ich fordere

Die sofortige und unwiderrufliche schliessung meines spielerkontos

Eine unverzuegliche rueckerstattung der betraege die ich nach meiner ersten schriftlichen sperranfrage eingezahlt und verspielt habe

Eine untersuchung durch askgamblers da ich der meinung bin dass hier gegen regulatorische pflichten und ethische standards verstossen wurde

Einige der emails die ich an das casino gesendet habe fuege ich als beweis bei

Ich bitte um eine schnelle bearbeitung und rueckmeldung

Mit freundlichen gruessen

Ungelöst

€10,000

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

Gelöst

€400

Dealyed manual payment

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.

Abgelehnt

€500

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 :)

Ungelöst

€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.

Gelöst

€3,700