The player from Brazil had reported a delay in his withdrawal process at an online casino. Despite being initially informed that the process would take three business days, the player had not received his winnings of 1800 BRL even after four days. The player felt that the casino was intentionally stalling the payout process. He was advised by the Complaints Team to wait for 14 days before escalating the issue, as such delays could have been due to unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that his issue had been resolved after 9 days and his withdrawal had been successfully processed.
Casinia Casino - Player experiences delayed withdrawal from casino.
Amount: 1,800 R$
Casinia Casino
Safety Index:HighSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
I made my first withdrawal at this casino on Monday, 13/05/2024 at 12:19 Brasilia time. I reached out via chat to inquire about the time it takes to process a withdrawal. I was informed that it may take up to 3 business days to process. Now it's been 4 days and a few hours, and therefore, the stipulated period has passed. So, I decided to contact the chat once again and was told that my withdrawal would be processed today, the last day of the deadline. I waited until 17:30, but there was no progress, so I returned to the chat where I was informed that the deadline is actually 5 business days to process a withdrawal. It appears that when the deadline elapsed, it was extended. I now suspect that this isn’t a trustworthy casino. I registered at this casino via the affiliate link from Casino Guru, a site I trust. The Casino Guru site claims that this casino has a good reputation, but I'm not seeing evidence of this. A reputable casino doesn’t operate like this: if there are winnings, they pay the customer. After all, I deposited my money into this site, and if I win, they don't want to pay. I deposited 120 BRL and requested a withdrawal of 1800 BRL, but they're dragging their feet on the payment. I'm sure their true intention is to make the customer wait as long as possible in hopes that they’ll cancel the withdrawal and lose everything. But I won't do that. I'm waiting for help from Casino Guru. Thank you.
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7 months ago
Dear rodolfo2550,
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,
Kristina
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7 months ago
Translation
In the account verification part there is a message "YOUR ACCOUNT DOES NOT REQUIRE VERIFICATION" I tried to verify the account and it says that it is not necessary I imagine days and days waiting for the withdrawal to be processed after 5 or more days they reject the withdrawal and I asked for documents, That's really something to worry about, if you have to verify your account to request the documents first, I imagine processing it despite the delay, but that's okay, I'll wait.
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7 months ago
Thank you for your reply, rodolfo2550. I understand your point, but we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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7 months ago
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Okay, I'll wait and any news I'll make sure to communicate with you and let you know whether my problem has been resolved or not, thank you for getting back to me. Have a great day.
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7 months ago
Translation
Hello, just stopping by to thank casino guru for the support and help and to inform you that my problem at casinia casino was resolved today 22/05 after 9 days of waiting, the withdrawal was processed and arrived in my bank account.
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6 months ago
Dear rodolfo2550,
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,
Kristina
Casino.Guru
