The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved as the player confirmed that the withdrawal had been completed. We marked the complaint as 'resolved' in our system following this confirmation.
Casinia Casino - Player claims that payment has been delayed.
Amount: €90
Casinia Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I made a withdrawal request on 17-08, and although I was told it would be processed within 3 business days, it is still pending.
I ask them in the chat and they give me vague responses. Excuses about the Finance Department and unclear statements. They never give me a specific answer to my questions.
Automatic translation:
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3 months ago
Dear fatoska13,
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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2 months ago
They told us that verification is not needed but they havent processed the withdrawal yet
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2 months ago
The Withdrawal has been completed. You can close the complaint now. Thanks a lot
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2 months ago
Dear fatoska13,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
