The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later informed us that she received her money, so the case could be closed as resolved.
Casinia Casino - Player believes that their withdrawal has been delayed.
Amount: €190
Casinia Casino
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
On the 31st of August I requested a withdrawal of 100 euros via mastercard. In the meantime I requested another withdrawal of 90 euros on September 4th. While the first withdrawal should had already been completed. the money (100 euros) were returned to my account without notice. I asked them why and after many questions on my end they told me that this was an issue with my card provider. I never had an issue on other sites. Now I did the withdrawal of 100 euros again via bank transfer and I am still waiting for the withdrawal of 90 euros. The process takes too long and when I ask in live chat about a status update, they send me the same automatic reply.
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1 year ago
Dear noname98,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear noname98,
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,
Veronika
Casino.Guru
