The player from Austria had been waiting for a withdrawal since March 20, 2024, and was consistently told there was a delay. Despite the terms and conditions stating the payout should have occurred within two to three business days, the player hadn't received any response to their emails. The payout amount was 250 Euro. She had played and wagered real money and bonus credit. After our intervention and following up with the player, we found out that the payout had been successfully processed and the issue was resolved.
Casinia Casino - Delayed €250 payout problem.
Amount: €250
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
Translation
I have been waiting for my payout since 20.03.2024, the status has remained the same for a week (in processing) via live chat, I always get the same answer (delayed). There's no response to my emails, even though the terms and conditions state that the payout should occur within two to three business days. It makes me wonder how they handle larger winnings if they can't even payout 250 Euro!! There's no point in having terms and conditions then!!
I am truly upset!!
Automatic translation:
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7 months ago
Hello Stein53,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello!!
I wrote to the live chat yesterday, there was a delay, but the money would definitely be paid out straight away. It looks like you don't need any verification, probably because I always paid straight away, but that doesn't work either, I played and wagered real money and bonus credit so that I had a credit of 250 euros.
Automatic translation:
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7 months ago
Hello Stein53,
As we recommend 14 days for any payout to be processed and now it have passed, can you please advise if there's been any update with the withdrawal?
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7 months ago
Translation
Hello!!
Amount has been paid out!
Thanks to the team!!
Automatic translation:
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7 months ago
Dear Stein53,
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,
Casino.Guru
