The player from Italy had been unable to make a withdrawal from his Casinia account despite having a balance of €1,345 due to a technical issue. His attempts to resolve this issue with customer service over a period of five days had been unsuccessful. We had reviewed the case and suggested waiting for the casino to manually process the withdrawal, as this could sometimes take up to two weeks. Despite extending the response period by 7 days, the player failed to respond to our messages. As a result, we could not proceed with the investigation and had to reject the complaint.
Casinia Casino - Player’s withdrawal has been problematic.
Amount: €1,345
Casinia Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good morning,
On the 10th of July, I made two deposits to my Casinia account (€100+€100) and placed a few bets (totalling to more than €200 altogether) as can be seen from the attached documentation to this complaint.
By the end of the 10th, my account balance had grown to €1345, which I began to try and withdraw in chunks of €500 because this is the daily limit imposed by the Casino.
Since the 10th, I have NEVER been able to make a single withdrawal request (despite attempting to withdraw different amounts, using different browsers, devices, clearing the cache or using incognito mode). The screen has consistently been stuck as shown in the attached screenshot.
For 5 days now, I've been in contact with Casinia Customer Service who continue to give me extending timelines without resolving the issue. In their latest email (attached here) they even claimed to have processed the withdrawal, but my balance remained unchanged and there are no pending requests in the history of my account.
This situation is absolutely inconceivable and I demand my money immediately.
Please let me know if you need any further information.
Thank you,
Matteo
Automatic translation:
Public
Public
1 year ago
Dear Matt1872,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.
I went over the communication you submitted and from my point of view it seems the casino is genuinely trying to process your withdrawal according to support's responses from today. (October 13th)
I understand the ongoing technical difficulties you are experiencing must be frustrating, however, let's give the casino the time to process your withdrawal manually.
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.
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.
Please inform me
Thank you in advance for your patience and understanding.
Best regards,
Tomas
