HomeComplaintsCasinia Casino - Player faces delayed payout after account closure.

Casinia Casino - Player faces delayed payout after account closure.

Amount: €810

Casinia Casino
Safety Index:High
Submitted: 24 Apr 2024 | Resolved : 29 Apr 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

7 months ago

The player from Austria had requested account closure but hadn't been able to withdraw their funds, totaling 810 Euros, despite constant communication with live chat and email. The first payout request had been made on April 12th, and the casino had yet to oblige per their business conditions of paying out in two to three days. After the player submitted a complaint to us, we had engaged in dialogue with the player to understand the situation better. The player later confirmed that the payout had been successfully made by the casino. We then marked the complaint as resolved in our system.

Private
Private
8 months ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
8 months ago

Dear Stein53,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Have you made any successful withdrawals before? 
  • Could you please confirm that you have passed the KYC verification?
  • Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Public
Public
7 months ago
Translation

Hello!

My money was paid out!!

Thanks so much!!

Automatic translation:
Public
Public
7 months ago

Dear Stein53,

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

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