The player from Greece had been attempting to verify his documents in order to withdraw his winnings for over two months. Despite his frequent communication with customer service, his account had been closed for review and there had been no further communication from the casino. He had provided all necessary documents for the verification process. However, after reviewing the case and contacting the casino, we found evidence of fraudulent activity on the player's account. Therefore, we concluded that the casino's actions to close the player's account had been justified and the complaint was rejected.
Casinia Casino - Player's withdrawal is delayed due to lengthy document verification and account closure.
Amount: €350
Casinia Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Good evening, I have been sending my documents to the casino for over two months now, I'm not exaggerating. I'm not sure what they have done, but a few weeks ago they closed my account. Whenever I attempt to log in, they tell me it's under review. I speak with the live chat almost every day, I ask them what's happening, and they say they're forwarding my case and will inform me via mail. I have never received a mail from them, despite that they have told me this over 10 times. I have sent my documents, I don't know what they are doing with it. Please help me because I am not understanding... I have informed them several times that I cannot log in, along with a screenshot of the message that my account is closed because it's under review. Yet they still tell me to try logging in from another browser. Please help me get in touch with them to see what's happening... I have been waiting for 2-3 months to get my money, this is unacceptable!
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7 months ago
Dear vergverg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process, but it definitely shouldn't take two months.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
Good evening. I uploaded my ID and biometric selfie, currency exchange history, photo of my card and a proof of residence. The last entry I uploaded was on January 28th. Since then I have spoken many times with the live chat and they have not given me any clear answers about what is happening. They have only told me that they will inform me by email, which has never happened.
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7 months ago
Thank you very much for your reply, vergverg. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
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Good evening, we didn't have any communication via email, the only communication we had was via live chat, which I can't access now.
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7 months ago
Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
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7 months ago
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I don't remember unfortunately. Apparently months have passed and I can't remember what I played.
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6 months ago
Thank you very much, vergverg, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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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6 months ago
Hello there,
Thank you vergverg for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casinia Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.
Thank you!
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6 months ago
Dear Peter,
Thank you for reaching out.
Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.
Best regards,
Casinia.com
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6 months ago
Thank you for providing the information Casinia Casino representative.
Dear vergverg, the casino has provided me with evidence of fraudulent activity which leads us to believe the steps the casino has taken are justified. Due to that reason, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
