HomeComplaintsCasinia Casino - Player's withdrawal is delayed.

Casinia Casino - Player's withdrawal is delayed.

Amount: €497

Casinia Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for casino to reply

6d 15h 16m 7s

Case summary

The player from Spain is experiencing a delay in withdrawing their funds, having waited 20 days without receiving the money or any communication from the casino. They confirm that no account verification or KYC is needed.

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Translation

Hello, I have been waiting for my withdrawal for 20 days and I still haven't received it. I've been waiting for quite a while, but enough time has passed and it's been more than 14 days. During these 20 days, I haven't received any communication or anything. Also, I don't need to verify the account or do KYC.

Automatic translation:
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Dear caniche7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you made any successful withdrawals from the casino in the past?
  • Have you accumulated your winnings with the help of a bonus?
  • Could you please share a screenshot of your withdrawal request with the status visible? Share it here or send the information 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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Translation

Have you made any successful casino withdrawals in the past?


Yes, several but this is the one that has lasted the longest and that is already an excessive amount of time.


Have you accumulated your winnings with the help of a bonus?

I have not used bonuses


Could you share a screenshot of your withdrawal request with the status visible?

Automatic translation:
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Thank you very much, caniche7, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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Dear caniche7,


My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.


Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?


Thank you in advance for providing the information.



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Translation

Hello, now they have asked me for verification, I have sent the documents to see

Automatic translation:
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Very good! Thank you for letting me know. Things are moving, that´s good :-) Please keep me updated.

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Dear caniche7,


has there been any update regarding the withdrawal you have requested? Have the Casino sent you the money after you sent them your documents?

Please let me know.

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Translation

I have not received the money yet, nor have they contacted me. The documents were approved when I sent them.

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I see, thank you caniche7 for the update.

In that case, I would like to ask Casinia Casino representative to let us know should you need any other KYC information / documents from the player, or if there has been some problem with documents he has already submitted.

Looking forward to your response.

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Dear caniche7,


We would kindly request to upload the required documents provided via email in order to complete the verification and proceed with the pending withdrawal as soon as possible.


Thank you in advance.


Kind Regards,

Customer Service

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Translation

The new required documents have already been sent

Automatic translation:
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Dear Casinia Casino representative, could you please confirm that you have received required documents?

Thank you very much

Casinia Casino has 6d 15h 16m 7s to reply

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