The player from Germany won €2500 but faced a delay beyond the stated three business days for withdrawals, despite repeated inquiries over 10 days. He suspected the casino was deliberately avoiding paying his winnings and expressed frustration with their lack of serious operation. We advised him to wait 14 days, as delays could occur due to KYC verification or high withdrawal volumes. After 15 days, he still hadn't received his money due to verification issues. Eventually, the player confirmed receiving his winnings in instalments of €500, and the complaint was marked as resolved.
Casinia Casino - Player’s withdrawal has been delayed.
Amount: €2,500
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
3 months ago
Public
Public
3 months ago
Translation
Hello everyone, I’ve been playing in online casinos for 15 years, and I've never experienced anything like this casino. You’re only allowed to request a withdrawal of €500 per day for three consecutive days. So, I withdrew a total of €1500 and still have €1000 in my player account, making it a total of €2500. The terms and conditions state that a withdrawal should take a maximum of three business days, but in my case, it has already been 10 days. I feel like they just don't want to pay out my money because I won €2500 with the first €50 I deposited, and to me, that's not fair treatment. I won the money honestly, and I expect it to be paid out honestly as well, but they refuse. I've messaged the live chat for six days straight asking about my money, and every time, I get the same response, asking me to be patient because the money is in the final stage of processing. To me, that's absolute bullshit. This is not a trustworthy business, and I've never encountered this in online casinos before. As I've mentioned, I've been playing for 15 years, and I know what I'm talking about. I have experience with online casinos, and this is a serious and credible complaint that I’m making. I understand that withdrawals are supposed to take three days. I’ve come to terms with that, it’s in the terms and conditions, so I have to accept it. I also accept when the money is a day or two late, that’s no problem, and I understand it. But when I keep getting the same response and the withdrawal is not processed, of course, I get angry. As it looks, I won't be getting my money, and to me, this is not a good casino because it doesn't operate seriously.!!!
Automatic translation:
Public
Public
3 months ago
Dear Daniel55,
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,
Veronika
Public
Public
3 months ago
Translation
OK, then you have to make it clear from the start that it can take up to 14 days and not beat around the bush. Please be patient even though it says a maximum of three days. It's understandable that I'm skeptical, isn't it? As I said, I understand everything but I'm just stalling with the same answer. Please be patient even though it should only take three days. If I had been told from the start that it could take up to 14 days because of the high effort involved, I would have understood. As I said, I'm now waiting another three or four days, otherwise I'll get back to you. And as soon as my fair winnings are paid out, I'll correct my complaint. Best wishes
Automatic translation:
Public
Public
3 months ago
I understand your frustration. Waiting two weeks for a payment in the 21st century seems like forever. However, payment processing times are not always something the casino can influence. That's why we recommend players to be patient. Since it has now been 15 days since you requested your withdrawal, could you please let me know if you have received any of your winnings?
Sensitive attachment
Sensitive attachment
3 months ago
Translation
No, I still haven't received my money. Now they're starting to cause problems with verification documents. I've uploaded tons of documents, transaction history etc., ID, selfies, everything.! And they don't verify the account. I've been struggling to verify the account for eight or nine days. They don't verify so that I don't have to pay out my money. They simply refuse to pay out my money. That's the problem. That was my fear from the start, the casino simply refuses. I simply get no help in chat. I can't get any further. I don't know what to do. I don't know how to get my €2500 that I fairly won. What's going on here is not normal. The casino should be blocked for fraudulent reasons. Something like this should never have a license again. That's my opinion.!! What should I do??
Automatic translation:
Public
Public
3 months ago
Thank you very much, Daniel55, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 months ago
Translation
What can I do now to prevent myself from getting my money, the money I won fairly, which the casino is deliberately keeping? This is pure power play, mental torture and a happy cause of trouble!
Automatic translation:
Public
Public
3 months ago
Dear Daniel55,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Casinia Casino representative to join this conversation.
Dear Casinia Casino, could you please provide more information about this case?
Looking forward to your reply.
Public
Public
3 months ago
Translation
I can now kindly inform you that the first payment arrived today, but there are still five more to come. I think it's working now and I'll get back to you as soon as the entire payment is completed. The fact is that I can only request a withdrawal of €500 per day and I have a total of €2500 that I want to withdraw, but as I said, the first €500 arrived today and I'm happy that everything is working smoothly now 😊👍.
Automatic translation:
Public
Public
3 months ago
Dear Daniel55,
thanks a lot for the update. It seems we are on the right path. Please keep me informed whether other payments are arriving as well.
Public
Public
3 months ago
Translation
Hi, good day, I can kindly inform you that I have received another payment today and I would like to thank you very much for taking care of my case. 😊👍. I will keep you updated but it really seems to be working and that makes me happy.
Automatic translation:
Public
Public
3 months ago
Dear Daniel55,
thank you for the update. I am very glad you keep receiving your money. How many instalments are you still waiting for, please?
Public
Public
3 months ago
Translation
I can announce today that my last payment was received yesterday and my €2500 has been paid out in full. I would like to thank you very much for your support, Casino Guru. Thank you very much. 👍😄💓
Automatic translation:
Public
Public
3 months ago
Thank you, Daniel55, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
