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20 days have passed since I submitted the withdrawal request, but the withdrawal has not yet been made.

For 10 days after applying for withdrawal, this casino

Submitting an unreasonably large amount of documents

requested.

It took a lot of effort, but

I have submitted the requested materials.

10 days have passed since then

KYC is not completed yet,

My money remains stolen.

Even if I ask

The casino just replies that they are checking.

I want my money back as soon as possible.

私が出金申請を提出し、20日が経過しますが、まだ出金されません。

出金申請後、10日間このカジノは、

不当なほど、たくさんの資料提出を

要求しました。

たいへんな労力が必要でしたが、

要求された資料を提出しました。

その後、10日間が経過しましたが、

まだKYCは完了せず、

私のお金は奪われたままです。

私が質問をしても、

カジノは確認中と返事するだけです。

早くお金を返して欲しいです。

Dear ktakayuki778,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thank you for your reply.

20 days have already passed since the withdrawal request.

i would like to tell you

At KYC, I was asked for a large amount of documents, such as materials related to transactions unrelated to the casino, for as long as 10 days.

And after submitting the materials, KYC is still not completed even after 10 days.

Is this a normal casino response?

If you think it's a normal response, I'd like to wait patiently.

I've played in many casinos, but I've never had a 20-day KYC.

I have never been asked for documentation of non-casino related transactions.

I have never been withdrawn even 20 days after applying for withdrawal.

For these reasons, I am worried that this casino is trying to steal my money.

Thank you for listening to my concerns.

ご返答ありがとうございます。

出金リクエストからは既に20日が経過しております。

私はあなたに教えて欲しいのですが、

KYCにおいて、10日間もの長い間、該当カジノと関係のない取引に関する資料など、大量の書類を要求されました。

そして資料提出が終わった後、10日間経過しても、まだKYCが完了しません。

これは、正常なカジノの対応なのでしょうか？

あなたが正常な対応、という意見であれば、私は気長に待ちたいと思います。

私は、今までたくさんのカジノで遊びましたが、KYCで20日も経過したことはありません。

カジノと関係のない取引の資料を要求されたこともありません。

出金申請から20日も出金されなかったこともありません。

これらの理由から、このカジノが、私のお金を盗もうとしているのではないかと、心配しています。

あなたが私の悩みを聞いてくれたことに、感謝申し上げます。

Thank you very much, ktakayuki778, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you.

27 days have passed since the withdrawal application,

No communication from the casino.

ありがとうございます。

出金申請から27日が経過しましたが、

カジノからは、何の連絡もありません。

Hello there,

Thank you ktakayuki778 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello,

Our representatives have provided the detailed explanation to peter.c@casino.guru for your consideration.

We appreciate your feedback on this matter.

Thank you.

Dear ktakayuki778, I was informed by the casino representative that your account is currently under investigation. The security team should be finished sometime next week so we will have to wait until then.

Thank you for your understanding!

Thanks for your cooperation.

I am waiting for a week.

ご協力ありがとうございます。

1週間、待ってます。

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

According to the updated information, the account verification was successfully completed.

We would like to thank you for your kind collaboration and patience.

Best regards.

Casinoin Team

Dear Casinoin, Thank you very much for the update. We will keep this complaint open until ktakayuki778 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

I was able to confirm the payment.

Thank you for your cooperation and response.

Thank you from the bottom of my heart.

無事、出金確認出来ました。

ご協力、ご対応ありがとうございます。

心より、感謝申し上げます。

Dear ktakayuki778, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter