The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. The player had been trying to verify his account for a month, but his documents were constantly rejected by the casino. He also reported that he was unable to get assistance through live chat as he was repeatedly kicked out. The casino informed us that the player's withdrawal had been delayed due to an incomplete verification process and that the player had continued to play and lost all his funds. As the player had decided to play over his balance before the complaint could be resolved, we were unable to assist further and had to reject the complaint.
Casinia Casino - Player claims that payment has been delayed.
Amount: €500
Casinia Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Casinia Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
Public
Public
1 year ago
Translation
Hello, I'm just submitting a complaint in advance. I saw the very poor reviews and I have won around 10,000€ here. The daily withdrawal limit here is only 500€ and monthly around 7000€. Therefore, I just wanted to make sure everything is ok in case something goes wrong. No verification was requested! (See image)
Thank you
Automatic translation:
Public
Public
1 year ago
Dear keejan,
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
Public
Public
1 year ago
Translation
As of now, the payout is being delayed. They always say that they are close and that I should be patient. But there's one thing I don't understand: you're allowed to pay out €7,500 a month. My payout of €500 will take 1 week, probably 2. That means I can only pay out €1000 per month. That's a disgrace.
Automatic translation:
Public
Public
1 year ago
Translation
No, I have to verify myself. Keep them updated.
Automatic translation:
Public
Public
1 year ago
Thank you for your reply, keejan. Have you made any successful withdrawals before? Do I understand correctly that you are currently waiting for the casino to approve your documents?
Have you accumulated your winnings with or without an active bonus?
Public
Public
1 year ago
Dear keejan,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Translation
Without bonus. The money is gone. I have tried to verify myself until today but they reject everything. I've tried everything and at some point you get impatient. I also had free bets, 40 free spins and more available to me but everything is rejected. They tell me to deposit more and if, for example, I win something from the Bonus Crab, they say that their admins have decided to cancel my bonus. It's really a disgrace what they're doing here, but I won't see my money anymore anyway. Also to say:
Live chat doesn't help either, they take 20 minutes and then you are simply kicked out without an answer or with a very small one. And every time. I've been trying to verify for 4 weeks now and it doesn't work. I wish they would do something about it but I don't think it will help me anyway.
Automatic translation:
Public
Public
1 year ago
Translation
This is what it looks like when I want to contact them. This has happened around 20 times. I open a chat, then I'm told to wait, and after about 15 minutes I get kicked, every time. I can't send the other screenshot because the file is too large. I can send it via email. There was also no response to emails that I sent to the casino 4 weeks ago.
I have now been banned 
Edited
Automatic translation:
Public
Public
1 year ago
Thank you very much, keejan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello keejan,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Casinia Casino to join the conversation.
Dear Casinia Casino,
Can you please provide information on why was the player's withdrawal not processed yet? Were there any issues with the player's verification?
If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Public
Public
1 year ago
Translation
They will most likely not answer, or leave an unnecessary one, like I did. Unfortunately.
Automatic translation:
Public
Public
1 year ago
Dear Michal,
Thank you for reaching out.
Please be informed that we sent you an email to michal.k@casino.guru. Looking forward for your reply!
Best regards,
Customer Support
Public
Public
1 year ago
Thank you for your email and information, Casinia Casino.
Dear keejan,
The casino team informed me the delay was caused because you have not provided all the evidence that was required for the verification process, and instead of providing it, you have continued to play and ultimately lost all your funds. Is that right?
Public
Public
1 year ago
Translation
Yes, I waited a month for verification and couldn't get any help through livechat etc as I kept getting kicked out. So the process was impossible.
Automatic translation:
Public
Public
1 year ago
Dear keejan,
Sadly, as you decided to play over your balance before we could solve your complaint, I'm afraid there is not much else that can be done from our side to help you at the moment. I understand that waiting for the withdrawal can be frustrating, and ideally, we would like to see the withdrawals processed on the same day, but the casinos need to do KYC and AML checks before every withdrawal, and as you can imagine, this takes time.
Unfortunately, as you have decided to play over your money, there is almost nothing that can be done here anymore, and we have no other choice but to reject this complaint.
Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino.Guru
