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.
Beschwerde-Info

Dear Casinado Casino,
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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Good morning,
We have received your complaint and are currently investigating the matter. We will respond to you as soon as possible.
Dear Juansg,
We are really sorry for what you encounter when trying to withdraw.
We would like to kindly inform you that we endeavour to complete the withdrawal manually as soon as possible.
Kind Regards
Casinado Casino Team
Hello, why do they say they are catching up when their actions show me the opposite? Yesterday they canceled my withdrawal without valid reasons. I deposited with XRP and they told me to switch the wallet to ETH because their XRP wallet does not work, then ETH wasn't working, and finally, I provided another one, DOGECOIN, but the withdrawal system on my account does not work so it has to be manual. And it can't be because of the verification because their own system states it's not necessary. What is really going on? @askgamblers I ask for your support as they have been withholding the money for months due to an error on their part that ultimately benefits them and harms me.
As you can see in the evidence, my points are supported by your actions.

Dear all,
This complaint has been reopened as per Casinado Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.
Dear All,
We kindly inform you that an email was sent to you to provide a crypto payment method that is available on our site on December and unfortunately, we received no answer.
We sent you an email to provide as with a Crypto payment method that is available on our site, to proceed with the manual withdrawal of your active balance.
Kind Regards,
Casinado team

Dear @Juansg,
The AskGamblers Complaint Team is kindly asking you to assist the Casinado Casino team further and send the required verification paperwork.
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, therefore please make sure to confirm by posting the public message if you have provided requested information.
Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.
Thanks for your cooperation.
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