The player from Italy had successfully made two wins of 300€ and 500€ and processed withdrawals on 14/08/2024 and 15/08/2024. Despite receiving positive assistance from live customer service, the player was concerned about the negative reviews regarding the casino's withdrawal process. The issue was resolved as the player received the second withdrawal after initial delays, and the complaint was marked as 'resolved' in the system.
Casinia Casino - Player is worried about delayed withdrawals.
Amount: €800
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Good morning, This is my first time playing on this site. After depositing a modest amount over a couple of weeks, I made two wins—one for 300 and one for 500. I processed the withdrawals on 08/14/2024 and 08/15/2024. The live customer service was kind enough to answer my questions. However, looking at the mostly negative reviews, I am a bit worried about whether I will actually receive this money.
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2 months ago
Dear benedettoelia438,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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 the 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 withdrawals, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 months ago
Translation
Good morning... Thank you so much for your support... I'll update you during the week on what will happen... Greetings
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2 months ago
Translation
I forgot, they say that the KYC verification does not affect the withdrawal
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2 months ago
Perfect benedettoelia438. Thank you very much for your understanding. I will check back with you next week. Have a great one.
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2 months ago
Translation
Good morning... So I'm updating again... On August 14th I made a withdrawal of 300 euros... On August 15th I made a second withdrawal of 500... After having played a total of 320 euros loaded with my bank card... They said that in 3-5 days I would have seen everything... to date the withdrawals are still being verified... After I checked the entire profile and verified and everything is ok... They make up excuses after excuses... And I have seen the same words that they write on the reviews of other people who have not received the withdrawal for months yet... Now I start thinking that I have been scammed
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2 months ago
I fully understand your frustration, benedettoelia438. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 months ago
Translation
Good morning...they made my first withdrawal and everything went well... The second was cancelled but they assure me that it will arrive... I am confident unfortunately I was influenced by the negative reviews
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2 months ago
That’s understandable. I’m glad to hear that you’ve already received your first withdrawal. Please keep me updated when you receive the remaining winnings.
Enjoy the rest of your weekend :)
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2 months ago
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Ok it will be done.. thanks and have a good weekend too
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2 months ago
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Guys today on Sunday I received my second withdrawal... Spectacular thanks for everything... Casinia casino pays...
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2 months ago
Dear benedettoelia438,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
