The player from Portugal had not received a withdrawal of €200 made 14 days prior, despite having a fully verified account and a history of successful withdrawals. The casino acknowledged no irregularity but had not processed the payment. The issue was resolved after the player provided the necessary communication, and the payment was confirmed to have been received in the bank account. The complaint was marked as 'resolved' in the system.
Casinia Casino - Player's withdrawal is delayed.
Amount: €200
Casinia Casino
Safety Index:Very highSafety Index
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9.3
Casinia Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
Public
Public
5 days ago
Translation
Good evening.
I made a withdrawal of €200 from this casino on 15.11.2024, which is now exactly 14 days ago, and the amount still hasn't been credited to my account.
The amount was won with a regular deposit without any bonus access. My last interaction with the casino was exactly at 01:02 AM on 29.11.2024, where they told me there was no irregularity with the withdrawal and they don't understand why it hasn’t been paid yet. My account is fully verified, and I have even made withdrawals previously.
This situation is becoming unacceptable. Could you please help and intervene with the casino so that they pay me what I'm owed?
Thank you.
Automatic translation:
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5 days ago
Dear Knotz12345,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please forward me the screenshot of your withdrawal history and all the communication between you and the casino customer support regarding the delay in your payment at veronika.f@casino.guru. Alternatively, you may post screenshots directly here.
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,
Veronika
Public
Public
5 days ago
Translation
Good morning,
This casino doesn't have a way to remove the withdrawal history. It only has a way of removing payment history. In other words, we can only remove the history of deposits and withdrawals. If you remove this history, there will be pages and pages of screen shots. As for the history of conversations with the casino, I don't keep this history, but I happened to have the chat from today at 01.00 and I can send it to you. Thank you. I'll email you everything I have.
Thank you
Automatic translation:
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5 days ago
Translation
Good morning again.
I have already sent you the requested email.
Thank you
Automatic translation:
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5 days ago
Translation
Good afternoon,
The amount has just gone into the bank account.
Thank you for your help
Automatic translation:
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2 days ago
Dear Knotz12345,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
