The player from Slovenia reported that his withdrawal had been delayed for 14 days, significantly longer than the promised 3 days. He confirmed that he had completed the KYC verification and that this was his first payout request after playing bonuses. Following intervention from the Complaints Team, the transfer was successfully made, and the money was now in his bank account. The issue was marked as resolved in the system, and the player expressed gratitude for the assistance received.
Casinia Casino - Player's withdrawal is delayed.
Amount: €500
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
The withdrawal has now taken 14 days instead of 3 days.
Automatic translation:
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1 week ago
Dear bojanhozjan,
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 before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Hello
The verification has been arranged, it is the first payout at Casinia casino, the bonuses have been played, but the payout has been under verification for 14 days, although I was told in the conversation that it would take three to five days at the most.
Thank you for your effort
Bojan
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1 week ago
hello
Much to my surprise, the transfer was made today and the money is in the bank account.
Thank you for the quick intervention and help.
Bojan
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1 week ago
Dear bojanhozjan,
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 Fritz
Casino.Guru
