The player from Greece experienced a delay in withdrawing funds, having requested a withdrawal on September 4th, with no processing completed at that time. She had previously made larger withdrawals without issues or verification requests. The issue was resolved after she received her winnings, confirming the receipt of her money. The complaint was marked as 'resolved' in the system.
Casinia Casino - Player's withdrawal is delayed.
Amount: €580
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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1 week ago
Translation
I requested a withdrawal on the 4th of September, and it still hasn't been processed. I have made larger withdrawals in the past without any issues. Verification has never been requested from me. Please intervene if possible.
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1 week ago
Dear zwigz1996,
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, a high volume of withdrawal requests, or any other external factors.
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 game history has been 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,
Veronika
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1 week ago
Translation
Ok I'll wait another 7 days but this particular casino has never delayed me this much before!
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1 week ago
Translation
11/9 and I still get the same replies that they are apologizing! I'm worried about not getting my money
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1 week ago
I understand your concerns, and it's completely normal to feel anxious in situations like this. However, based on our experience, most players do receive their payments within the 14-day timeframe. I kindly suggest remaining patient until the 18th of September. If your winnings are not received by then, please reach out to me, and I will request the casino to participate in resolving your complaint.
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6 days ago
Translation
Good evening I received my money! Thank you very much for your time! The incident should be closed
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6 days ago
Dear zwigz1996,
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
