Hello Casinado, where do I even begin? After losing over 10,000 euros in a short amount of time, I decided to let my account remain dormant.

Then, after a few months, I was contacted again and enticed with a free bonus. So, I started playing again. Last week, I won 800 euros and requested a withdrawal as a loyal VIP player.

The day after, as usual, I received an email notifying me that the withdrawal had been processed. I was happy to finally have won something again. Normally, the money would appear in my bank account soon after this notification. But this time, it didn't. Here's where the issue starts. In the chat, there was no interest in resolving this—just standard responses as always. My emails went unanswered when I inquired about which account the money was transferred to. It's still the same account I've been using since the beginning for deposits, but the fact is, despite my complaints via email and chat, not a single response was received. Zero.

Understandably, I became more frustrated, and on June 27th, they ended up suspending my account because I threatened to bring in AskGamblers, lawyers, and so on. But the fact remains that they acted as if they had processed the payout, yet the money is still not in my account today. Please help me. Why did they ignore my emails, which were straightforward inquiries? This isn't normal. Best regards, Rupprecht

Hallo das Casinado , wo fange ich da an , nachdem ich über 10 000 euro in geraumer zeit verloren habe, lies ich mein konto ruhend

ich wurde dann wieder angeschrieben nach monaten und mit einen kostenlosen bonus gelockt, ich spielte also dann wieder , ich gewann letzte woche 800 euro , lies diese auszahlung als stamm und vip spieler

und 1 tag sp?ter bekam ich auch wie immer schon die email das die auszahlung stattgefunden hat, das hat mich auch gefreut endlich mal wieder was zu gewinnen, bis jetzt war es aber so das das geld nach dieser nachricht auch immer gleich auf meinen bankkonto war, was aber nicht der fall ist, nun GEHTS LOS , im Chat keine interesse , nur standart wie leider schon von anfang an , Emails wurden nicht beantwortet auf meine frage auf welches konto denn das geld über wiesen wurde. ist ja immer noch das gleiche wie vom anfang an wo ich ja auch drüber einzahle, aber fakt ist trotzt meiner beschwerden per email und chat kam keine einzige antwort , null, ich wurde denn leider ungehaltener, und sprich gestern am 27.06 haben sie mir den account gesperrt weil ich mit askgambler anwalt und und und drohte , fakt ist aber auch das sie es dieses mal so machte als h?tten sie ausbezahlt aber das geld ist auch heute noch nicht da . Bitte helfen sie mir , warum gingen die nicht auf meine emails ein , da war alles noch einfache anfragen , das ist doch nicht normal. mfg Rupprecht

Dear Campermann,

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 the 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, 

Veronika

well, I've had over 200 deposits and withdrawals here and they were always visible in my account immediately after confirmation. I did wait but I simply didn't get a response from them as to where the money was booked, when it was sent out, etc. There was simply nothing, neither in the chat nor by email nor in the complaint emails from the casino and then it was simply blocked without comment.

na ja aber ich hatte hier über 200 einzahlung und auch auszahlungen und die waren immer nach der best?tigung sofort auf meinen konto sichtbar, das warten habe ich ja gemacht aber es kam einfach keine antwort von denen , sprich wohin das geld denn gebucht wurde, wann es denn raus ging und und und , es kam einfach nichts weder im chat noch per emails noch auf der beschwerdeemails von dem casino und einfach dann gesperrt auch das ohne kommentar .

There is still no money in the account, and I still haven't received an email. It's just in our nature that we can't always be friendly. I've tried, but what they're doing here is just awful. I hope they can help me and protect others too. I can prove everything, including the fact that the money never arrived.

auf dem konto ist immer noch kein geldeingang , auch habe ich nach wie vor keine email erhalten , das man da nicht immer freundlich sein kann liegt in unserer art, ich habs versucht , aber das was die hier machen ist einfach nur übel , ich hoffe sie k?nnen mir helfen und auch andere schützen , ich kann alles belegen auch das das geld nie ankam .

Unfortunately did not come, did not respond to requests

and in the end account blocked

leider nicht gekommen auf anfragen nicht reagiert

und am ende konto gesperrt

still no money coming in, nothing more coming

immer noch kein geldeingang , da kommt auch nichts mehr

Thank you very much, Campermann, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you very much but unfortunately I don't believe in that, there are black sheep but nevertheless hope dies last but thank you for the help

vielen dank aber daran glaube ich leider nicht , es gibt sie die schwarzen schafe aber dennoch stirbt ja die hoffnung zuletzt aber danke für die hilfe

Hello Campermann,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casinado Casino representative to join this conversation and participate in resolving this complaint.

Dear Casinado Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

They won't give me the money anymore, not because they can't but because they don't want to. But it's good that this is made public, thank you very much

die werden mir das geld nicht mehr geben , nicht weil sie nicht k?nnen sondern weil sie nicht wollen. Aber es ist gut das das ?ffentlich gemacht wird, vielen Dank

Maybe you can help me where else I can complain or whether a report will help

vielleicht k?nnen sie mir helfen wo ich mich noch an andere stellen beschweren kann oder ob da eine anzeige hilft

hallo zur info das kam heute per email vom casino, die daten habe ich dann auch gleich per email

gesendet

Your request (16179379) has been updated. To add additional comments, reply to this email.

Administration (Casinado)

5 Jul 2024, 13:54 EEST

Dear Günter Rupprecht,

Thank you for reaching out to our Customer Support!

In order for us to proceed with the payment, we kindly ask you to provide us with the following information:

? Full Name (please include all names including middle names)

? E-mail

? Bank Account’s Owner name

? IBAN

? BIC

? Bank Name

? Bank location

Best regards,

Customer Support

This email is a service from Casinado. Delivered by Zendesk

[9LYZWZ-R71X3]

Hello Campermann,

Please follow the casino's instructions and let me know once you do that.

I'll be awaiting your reply.

I did that on the same day, I sent them all the data that they already had, but that wasn't OK either, I paid in hundreds of times, they got the data, but I don't want to put it here Email

? Name of bank account holder Rupprecht Günter

? IBAN

? BIC

? Bank Name

? Bank location Nuremberg

the rest was also filled out correctly and sent to them immediately, that was almost 10 days ago

das habe ich l?ngst schon am gleichen tag gemacht , ich habe denen alle daten gesendet die sie ja eh schon hatten auch das war schon wieder nicht ok, zahlte da ja hunderte mal ein , die haben die daten bekommen die ich jedoch hier ja nicht reinstellen will Email

? Name des Bankkontoinhabers Rupprecht Günter

? IBAN

? BIC

? Bank Name

? Bankstandort Nürnberg

der rest wurde auch umgehend richtig ausgefüllt und denen zugestellt auch das ist schon wieder fast 10 tage her

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.

I also need help please what else I can do it has to stop that players are ripped off like this

ich brauche auch bitte hilfe was ich sonst noch tun kann das muss doch mal aufh?ren das man spieler so abzieht

Dear Campermann,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them ([email protected] and/or [email protected]). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at [email protected].

Kindest regards,

Stefan, www.kpvfaw.com

We’ve reopened this complaint at the request of Campermann. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Campermann,

Could you confirm if you have received the 800€?

I'll be awaiting your reply.

yes I received the money yesterday after countless complaints on my part. From my side

That's it, but I'll never play in this casino again ...........

ja ich habe das geld gestern nach unz?hligen beschwerden meinerseits erhalten. Von meiner seite

ist das erledigt jedoch spiele ich in diesen Casino nie wieder ...........

Dear Campermann,

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.

Best regards,

Stefan

www.kpvfaw.com