The player from Germany experienced a delay in cashing out winnings. The casino's response to inquiries had always been that they were working on it, surpassing the stated processing time of 1-3 days in their T&Cs. The player also alleged that the casino attempted to debit €500 from his account. After intervention by the Complaints Team, the casino confirmed that the player's pending withdrawal had been processed. The player confirmed receipt of his winnings, expressing gratitude for the Complaints Team's assistance in resolving the issue.
Casinia Casino - Player's withdrawal is delayed.
Amount: €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
8 months ago
Public
Public
8 months ago
Translation
I wanted to let you know that Casinia is definitely a scam company, as I've been trying to cash out my winnings since Monday (04.03.24), and all they keep saying is that they are working on it. Even today, four days after I requested it. According to the T&Cs, the processing time is 1-3 days. Yesterday, I asked about it, and they said if it wasn't processed yesterday, I should contact customer support today, which I did. And EVERY time the same thing comes up in the live chat....We are working on it. No one really wants to address the customer's concerns; they just send out pre-written statements! You really should investigate this, because I definitely see fraud going here!!
Automatic translation:
Public
Public
8 months ago
Dear Cafsten2105,
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,
Petronela
Public
Public
8 months ago
Translation
Hello Petronela, I can now say that it is really a fraud company because on Sunday they tried to debit €500 from my account for which there is evidence, which was also confirmed to me by a bank. The payout from Monday (04.03.24) was credited back to my player account and instead the amount of my winnings was tried to be debited from my credit card!
Automatic translation:
Public
Public
8 months ago
Thank you very much, Cafsten2105, 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
8 months ago
Dear Cafsten2105,
My name is Katarina, and I will be assisting you in solving this case. 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
8 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your withdrawal request was forwarded to be checked by the relevant department. You will be informed in case of any updates. Thank you for your patience.
Best regards,
Customer Support
Public
Public
8 months ago
Dear Casinia Casino ,
Would you please share with us on how long is this player going to be reviewed by the relevant department you mentioned?
Is there any kind of documents, that Cafsten2105 is supposed to provide?
Public
Public
8 months ago
Dear Customer,
Thank you for your patience.
We would like to inform you that your pending withdrawal was processed from our side today (20.03.2024).
Best regards,
Customer Support
Public
Public
8 months ago
Thank you for the fast response, Casinia Casino.
Cafsten2105, could you please advise if you have received the payment?
Public
Public
8 months ago
Translation
Yes, thanks to your help I received my prize yesterday! If it weren't for you, I think things would have continued as before! After you asked Casinia to do something yesterday, my winnings were in my account within 3 hours! Thanks again for helping! You are the best!
Automatic translation:
Public
Public
8 months ago
Thank you, Cafsten2105, 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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
