The player from Spain had been waiting for a week for a withdrawal which remained in verification state, despite not having to verify anything. The casino repeatedly assured her the transfer would happen soon but failed to follow through. The player confirmed that the issue had been resolved and she had received her money.
Casinia Casino - Player's withdrawal is being delayed.
Amount: €200
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello, I requested a withdrawal from this casino a week ago and it's always in a state of verification, but I don't have to verify anything. They always say they will transfer the money soon, but they always say the same thing and never transfer my money. I don't understand.
Automatic translation:
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6 months ago
Dear maykeke73,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Have you submitted any documents for verification to this particular casino?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share screenshots illustrating the issue from your casino account? You can post them here or send them to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Dear maykeke73,
Thanks for your email.
I fully understand your frustration, maykeke73. However, I will set the timer for an additional 6 days to allow the casino two full weeks to process the payment. If there’s no development by Sunday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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5 months ago
Dear maykeke73,
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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5 months ago
Translation
Hello, it was solved and they gave me the money. Thank you very much
Automatic translation:
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5 months ago
Dear maykeke73,
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
