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.
Casinia Casino - Player faces delayed payout after account closure.
Amount: €810
Casinia Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 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
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6 months ago
Translation
Hello!
My money was paid out!!
Thanks so much!!
Automatic translation:
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6 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
