The player from Greece had created an account at Casinia, won a considerable amount, and submitted verification documents voluntarily. Three withdrawal requests had been pending, with the first one delayed beyond the promised 3-5 business days. Despite having contacted customer support, she only received generic responses without any proper updates. The issue was resolved as all withdrawals had been completed successfully after the player communicated the delays. The complaint was marked as 'resolved' in the system.
Casinia Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello,
I would like to express my complaints regarding my experience at Casinia. I recently created an account and won a considerable amount on the same day. I haven't been asked for any verification documents, and I even submitted them on my own initiative. I have submitted 3 withdrawal requests, with the first one pending for 8 business days, even though I was informed it would take 3-5 business days. The withdrawal was made through Visa. Despite repeated communications with customer support, I haven't received any proper update on the delay as I keep getting the same response every time. I wonder if other players have faced similar issues and if there's any way to expedite the process.
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4 months ago
Hello tasosir4,
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 since when is your account fully verified? 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?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
I have sent the documents for verification on the same day that I made the withdrawal, that is on July 21, and they replied that they need you for now because they have not been requested.
The winnings are with real money, I have not used any bonus and I have been communicating with the casino daily since the withdrawal as I have been getting the same messages from them...That I don't need to worry and there has just been some delay
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4 months ago
Dear tasosir4,
As the recommended time frame of 14 days is now over, can you please advise if there is any update regarding your payout?
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4 months ago
Translation
good evening again . I am happy to announce that the first two withdrawals have been made and we are now waiting for the last 2 to complete the entire amount. My current withdrawals are on hold for 3 business days
Automatic translation:
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4 months ago
Glad to hear that tasosir4. Please let us know once the remaining withdrawals are processed.
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4 months ago
Dear tasosir4,
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
