The player from Italy had registered at the casino, won 300 euros, and was informed that his account did not require KYC verification. However, after multiple days and excuses regarding the unprocessed withdrawal made on September 23, he had not received a response from customer support despite sending several emails. The issue was resolved when the player confirmed that the withdrawal was eventually processed.
Casinia Casino - Player's withdrawal is delayed and unprocessed.
Amount: €300
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello, I registered at this casino, deposited, and won 300 euros. After 3 days, I asked in the chat if I needed to send in any documents for KYC, and they told me that my account did not need verification. Meanwhile, days passed, and the withdrawal was not processed. They kept giving me a thousand excuses. They didn't ask for any documents. I sent several emails to support, and they didn't reply. The withdrawal was made on 9/23, and as of today, I don't know what else to do.
Automatic translation:
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3 weeks ago
Hello billyplay,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
- Is this your first ever withdrawal request?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
Hi, yes it's the first time I request a withdrawal, no one answers me via email, I spoke in chat today and they always give the same answers, like we sent a reminder. I have never used winning bonuses with money deposited into the account
Automatic translation:
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3 weeks ago
Hello billyplay,
Do I understand it correctly that the issue has been resolved?
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2 weeks ago
Dear billyplay,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
