The player from Greece had made a withdrawal request on May 7th, but it was still in processing. The casino acknowledged the delay and asked the player to continue waiting. The player had reported that no account verification was requested and the withdrawal status hadn't changed. After some time the player had confirmed that the money was paid out. The issue has been successfully resolved.
Casinia Casino - Player’s withdrawal is delayed.
Amount: €400
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Good morning, I requested a withdrawal on 7/5 and it's still being processed. Their response is always the same, admitting they are indeed delayed and asking me to wait. The same thing happened with kingmaker, but when I reported the issue to you, it got resolved.
Automatic translation:
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4 months ago
Dear gtsiantze,
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,
Tomas
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4 months ago
Translation
They didn't ask me for any account verification!my withdrawal is still processing as of 7/5 the withdrawal status has not changed at all
Automatic translation:
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4 months ago
I fully understand your frustration, gtsiantze. 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 Tuesday, next week, 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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4 months ago
Dear gtsiantze,
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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4 months ago
Dear gtsiantze,
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
