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:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
My money is not being paid out. There are constant new excuses!
No, I did not claim any bonuses.
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1 month 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
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1 month 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
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1 month ago
Translation
that comes every day
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1 month ago
Translation
I can no longer access my player account. They blocked me
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1 month ago
Dear Kwleon,
Can you please forward the communication between you and the casino regarding the account closure to nikolas.b@casino.guru?
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1 month 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.
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1 month 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
