Casinia Casino - Player's withdrawal has been delayed.

Good morning, some time ago I left a review for the casino. It does not have a good design, good games, and it does not pay out.

I have been trying to receive R$1440.00 since June 19th, and my request has still not been processed.

I have sent several messages, spoken with customer service, and always get the same response, that I need to be patient because all withdrawal requests are delayed.

Today, I spoke with a representative named Elle, and she assured me that the deposit would be made today, but it did not happen.

Honestly, I do not consider this a trustworthy casino that pays its players correctly.

Please, Guru, help me resolve this.

Dear Rodripim,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal 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 withdrawal, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Dear Rodripim,

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.

Good evening, yes my account was verified, they told me in chat that it would be deposited next week and so far nothing, yesterday I called again, and they said I would receive an email today, so far nothing, I don't believe I will be able to receive it because every day is an excuse

Good morning, I received an email this morning saying that my withdrawal was complete, however, nothing went into my account.

I spoke on chat, and he said that their part has already been completed, and that it is now up to my bank.

I honestly don't believe I'm going to get this money

Thanks for the update,

Have you previously used this payment method for withdrawals from this casino?

Good morning, this is not the first time I bet at this casino, it is the chosen method, it is available for the player to choose, strange is that it takes time, pix is instantaneous.

Good evening, I want to inform you that the money has just been sent, thank you for your help and attention

Dear Rodripim,

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,

Tomas

Casino.Guru