The player from Germany faced delays in receiving their payout from the casino, which provided constant new excuses. The player did not claim any bonuses. The complaint was resolved successfully after the player confirmed that the issue was no longer a concern, leading to the closure of the case by the Complaints Team.
Casinia Casino - Player’s payout has been delayed.
Amount: €400
Casinia Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
4 months ago
Public
Public
4 months ago
Translation
My money is not being paid out. There are constant new excuses!
No, I did not claim any bonuses.
Automatic translation:
Public
Public
4 months ago
Hello Kwleon,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
4 months ago
Translation
My account does not need to be verified yet, says Casinia. I have not claimed a bonus! I write every day via live chat or email
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
that comes every day
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I can no longer access my player account. They blocked me
Automatic translation:
Public
Public
4 months ago
Dear Kwleon,
Can you please forward the communication between you and the casino regarding the account closure to nikolas.b@casino.guru?
Public
Public
4 months ago
Dear Kwleon,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
4 months ago
Dear Kwleon,
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,
Casino.Guru
