The player from Austria contested a delayed verification process by Casinia after winning €15,000. The official documents, including an updated bank statement, were continuously rejected without any substantiated reasons. The player experienced several issues with the casino's support team and the verification process, which took almost a month to complete. The casino requested numerous documents and kept prolonging the verification process. After intervention by the Complaints Team, the casino finally verified the player's account and began processing his withdrawals, although the process was expected to take over two months due to the casino's withdrawal limits. The issue was then considered resolved.
Casinia Casino - Player experiences delayed verification process at Casinia.
Amount: €15,000
Casinia Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
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Hello dear Casino-Guru team,
On April 3, 2024, I won over €15,000 playing slots at Casinia. I used actual currency to achieve this win; I've never used a bonus. I have only played slots. With them, you can withdraw €500 daily; up to 3 withdraw requests are allowed simultaneously, €500 every 24 hours. I have done this as well. The verification request came after approximately one week. I uploaded everything (proof of identity and selfie, official address proof, and payment card were already verified). Yet, 15 days have passed and sadly, my bank statement wasn't approved.
So, I asked in the chat about the issue, but they couldn't help me. Similarly, the casino doesn't respond via email to clarify the problem. Since the bank statements we receive are always from the previous month, and the deposits will only be visible in the April bank statement, I had the bank provide me with a special statement. It clearly shows all deposits and also confirmed that the payment card belongs to this account. However, this updated bank statement was also rejected, and I wasn't given a reason. It seems to me that the casino is plainly attempting to prolong the process.
I'm asking for your help. Thank you for your efforts.
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6 months ago
Dear TiRo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Other than your bank statements, were your other documents approved?
- Could you please share the communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
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Hi, it seems that the two statements have now been accepted. There was another request, however it was not clearly stated which document is needed. In live chat I was told that the transaction lists from 18-19.3 are needed, although I have already uploaded the bank statement which was accepted. However, so far I have not received any email from the verification department. How can this casino have a rating of 9.2 if such methods are used? 
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6 months ago
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Hello, now the casino apparently wanted statements from other accounts. I still haven't received an email. In the chat they always say that the department will contact me by email. But still no answer to this day. Now 18 days have passed and it is not possible to communicate with the casino, let alone find out which account they want statements from or why from other accounts at all? On the direct debit that I submitted, all deposits are clearly visible as well as name, address, etc. Thank you.
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6 months ago
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Hello, still the same problem: Every day I am promised in the live chat that someone will get in touch and my case will be prioritized. Now I still haven't received a message. It's tedious to always have to ask in the live chat. Yesterday the casino said again in the live chat that they need more detailed bank statements to validate other payments from me that have nothing to do with the deposits at Casinia. However, I have already sent all bank statements from the previous month of March, which as I said have nothing to do with the deposits at the casino, and documented everything. But they are still being difficult. Can you tell me which complaints office is responsible for the new Gaming Controller Board that they are licensed with? Thank you.
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6 months ago
Thank you very much, TiRo, for providing the necessary information and continuous updates. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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6 months ago
Dear TiRo,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Casinia Casino representative to join this conversation.
Dear Casinia Casino, could you please provide more information about this case?
Looking forward to your reply.
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6 months ago
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Hello! I would like to give a short update. The bank statements have now been accepted. Now I should take a selfie with a photo from the casino website. I have already uploaded it and was rejected a few hours later. Although I followed the instructions exactly, I still uploaded another selfie, which also included my ID and
, the website and my face are visible. I cannot understand why the casino cannot request all documents at once. However, we now have to wait and see whether the casino will reject this again without giving a reason. It is really crazy to have to wait 26 days for the first payouts.Automatic translation:
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6 months ago
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Good morning,
a quick addendum, selfie was accepted tonight, but account still not verified.
Best regards
TIR
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6 months ago
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Hello dear Casino Guru team,
I would like to give another update because the situation is becoming increasingly dubious for me. In the chat I regularly experience that a change of support takes place during important conversations and I am connected to other employees who then abruptly leave the chat and refer me to email communication. Despite the assurance that I would receive the required information by email, I have been waiting in vain for 20 days. In the chat I was told that the verification department sent an email today, but I cannot find a corresponding email in my spam or inbox. However, I am getting a lot of advertising. Apparently you need explanations about a grocery purchase in the lower double-digit range and about my employee salary, although the intended use is already clearly stated as salary income. I urgently request your help in this matter. The casino is being difficult and keeps coming up with new ideas to drag out the verification process.... I am sending you the last chat script by email. Best wishes and many thanks!
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6 months ago
Dear customer,
Thank you for reaching out!
Please be informed, that we are currently in the process of reviewing the uploaded documents. Your patience and co-operation are greatly appreciated.
Sincerely,
Casinia Team
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6 months ago
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Hello everyone,
All well and good, but almost a month to check 10 pages of documents and the constant requests for new documents instead of requesting the entire package of documents at once seems very strange to me. Btw. I am still not verified and the casino still hasn't kept its promise to get back to me. Greetings
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6 months ago
Thank you TiRo for the update.
Dear Casinia Casino,
is there any reason why TiRo has not yet been approved?
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6 months ago
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Hello everyone,
I find this kind of behavior unacceptable, I haven't exactly deposited a small amount. As always, no one can give any information in the chat. How does this casino get such a high rating here?
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6 months ago
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Hello dear Guru team, today I asked again in the live chat. After half an hour someone told me that other documents were needed again, although as always there was no email or document verification open for upload. What's going on with this group? They don't want to pay out my money!
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6 months ago
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Hello, now I feel like I've been completely ripped off by Casinia. For a week there was no document request open, today it is open again and they are requesting different bank statements again. The funny thing is that I sent them by email a week ago, as requested in the live chat, because I couldn't upload any documents to my profile. Absolutely abysmal and unacceptable. I'll probably have to contact the GCB! And once again there isn't even a description of which document is required, which can only be clarified with difficulty via live chat!!!!!!
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6 months ago
Dear all,
Please be informed that we are currently checking the last provided documents.
We will make sure to inform you of any updates.
We appreciate your patience and co-operation.
Best regards,
Casinia Team
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6 months ago
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Hello, the account seems to have been verified today and one of the three withdrawals from last month should already have been made. I'll let you know as soon as there is any news. Thanks for your support.
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6 months ago
Dear TiRo,
thanks for the update. It seems we are on the right track. Please keep us posted with any new development.
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6 months ago
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Hello, 2 withdrawals have been successful so far. Now the 3rd withdrawal from last month has been cancelled without any explanation. In the live chat I was told that the payment provider cancelled the withdrawal and the support agent could not see any reason for it. Great, if it continues like this I will be waiting years until I can withdraw everything. Thank you for your continued support.
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5 months ago
Dear TiRo,
thank you for the update.
Dear Casinia Casino,
is there any reason why was the withdrawal request canceled, please?
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5 months ago
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Hello,
the payment from May 8th has not been processed yet, even though the terms and conditions state that payments are processed within 3 working days. I have never had such problems in a casino. Although they have such a low withdrawal limit of €500 every 3 working days, they still do not comply with it. It is obvious with so many cases here on Casino Guru, where it is always the same problem. The security index of 9.2 is incomprehensible to me.
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5 months ago
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Hello,
still not processed to this day...
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5 months ago
Dear all,
We are happy to inform you that the customer's account has been verified.
As we see, the withdrawals were canceled by the customer. We apologize if the customer was told otherwise in chat.
We will do our best to prioritize the currently pending withdrawals.
Thank you for your understanding and patience in the matter.
Sincerely,
Casinia team
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5 months ago
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Hello, I did not cancel the payout from 8.5,
is still being processed..... See screenshot... And the payment from 4.4 was canceled for technical reasons according to the chat, also visible in the screenshot....
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5 months ago
Dear Casinia Casino,
thanks for the update.
Dear TiRo,
have you received any of your funds, yet? Were you able to request another withdrawal, please?
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5 months ago
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Hello everyone,
Yes, the last withdrawals have been processed and I have already requested new withdrawals. I hope that the processing time stated will now work.
Thank you, Casino Guru and Casinia.
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5 months ago
Dear TiRo,
thanks for the update. I am very glad your withdrawals were processed.
According to the casino's maximum withdrawal limits, it will take you more than 2 months to withdraw all of your winnings. And since it seems the problem is solved and you are receiving your funds, I will now close the complaint as resolved. However, if you come across an issue with the future withdrawals regarding this case, please do not hesitate to contact us and I will reopen the case immediately.
All the best,
Katarina
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5 months ago
We’ve reopened this complaint at the request of TiRo. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Casinia Casino,
according to player, the winnings are not received on time and there is always some kind of delay. Can you please explain what is going on?
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
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Hello dear Casinia and Casino Guru team,
The casino has already made payouts again. If the payouts continue to be made in this way, it's fine with me.
Thank you Tiro
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5 months ago
Dear TiRo,
it seems the payments are being processed and therefore I am closing this complaint. Please do not hesitate to contact us in case you come across other problems.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
