The player from Greece faced delays in withdrawing funds from Casinia, with a request made on 12/08 and another on 18/08, yet he still waited for the transactions. Despite daily communication with live support, he received the same responses about a high workload, which contradicted the initial estimate of 3-5 business days. The issue was resolved after the player provided the necessary information, and he confirmed receiving the first part of his funds. The complaint was marked as 'resolved' in the system.
Casinia Casino - Player’s withdrawal is delayed for over two weeks.
Amount: €700
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Good evening,
I made a withdrawal on the Casinia site on 12/08 for the first time and then another on 18/08, but I am still waiting.
Every day, I chat with the site's live support and send emails, receiving the same responses (we have a high workload, and my withdrawal is in the final stage), although they initially told me it would take 3-5 business days.
The money wasn't won from a deposit bonus or free spins.
It is purely from my own deposits.
Additionally, no document has been requested for verification.
I don't think it's reasonable for someone to wait more than 2 weeks for a withdrawal.
Automatic translation:
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3 months ago
Dear tasosir4,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share screenshots of your withdrawal requests from the transaction history with the status visible?
- Could you please share your recent interaction with casino support where you discussed the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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3 months ago
Thank you very much, tasosir4, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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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3 months ago
Translation
The first withdrawal since 12/08 was made yesterday
Automatic translation:
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3 months ago
Dear tasosir4,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. Thanks for the update. I am glad you have received the first part of your funds.
Dear Casinia Casino, could you please provide more information about this case?
Looking forward to your reply.
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3 months ago
Translation
All downloads have been made, thank you very much for your help
Automatic translation:
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3 months ago
Dear tasosir4,
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,
Katarina Duboak
Casino.Guru
