Asino Casino - Jogador aguarda reembolso após encerramento de conta devido ao vício em jogos de azar.

Dear Alineb1991,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Asino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the last time you were in contact with casino support?
• Have you received any status updates regarding your refund?

Please note issuing a refund might take longer than a regular cashout of winnings. In our experience, refunds might take 30 days, up to 90 days due to factors often outside of the control of the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I had contact today. I've been told every day since Monday that I will receive the money and that I have to wait. But it hasn't arrived in my bank account yet.

Hallo ich hatte heute Kontakt. Mir wird seit Montag täglich gesagt, dass ich das Geld erhalte und ich warten muss. Bis jetzt ist es aber noch nicht auf mein Bankkonto.

Money arrived thank you very much

Geld gekommen vielen Dank

Dear Alineb1991,

We are very sorry to hear about your problem. Your account was blocked immediately by our specialists after you reported your gambling addiction to us.

The refund process takes some time and according to the REFUND POLICY section in our T&Cs, "Withdrawals may be suspended until the account is fully verified." We received a response from the relevant department today and the refund of 800 EUR was promptly and successfully approved and processed from our side.

Thank you for informing Casino Guru representatives and us in a timely manner about the receipt of funds.

Best regards,

Asino Casino

Lieber Alineb1991,

Es tut uns sehr leid, von Ihrem Problem zu hören. Ihr Konto wurde von unseren Spezialisten sofort gesperrt, nachdem Sie uns Ihre Spielsucht gemeldet hatten.

Das Rückerstattungsverfahren nimmt einige Zeit in Anspruch, und laut dem Abschnitt RÜCKERSTATTUNGSRICHTLINIE in unseren AGB können "Abhebungen bis zur vollständigen Verifizierung des Kontos eingestellt werden." Wir haben heute eine Antwort von der zuständigen Abteilung erhalten, und die Rückerstattung von 800 EUR wurde umgehend und erfolgreich genehmigt und von unserer Seite aus bearbeitet.

Vielen Dank, dass Sie die Vertreter von Casino Guru und uns rechtzeitig über den Eingang der Gelder informiert haben.

Mit freundlichen Grüßen,

Asino Casino

Dear Alineb1991,

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 and Asino Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru