The player from Australia faced a delay in withdrawing funds, having waited 7 business days despite the casino's stated timeframe of 1-3 days. They did not receive any updates or verification requests and found the lack of communication and frequent delays frustrating. The issue was resolved after the player confirmed receipt of the funds.
Casinia Casino - Player's withdrawal is delayed significantly.
Amount: A$750
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
I’ve been waiting 7 business days now for withdraw even though on webpage it says 1-3 business days and nothing on webpage at all about delays and they can not provide me an update or timeframe how long it will take, no verification has been asked for it’s my first withdrawal and I’m kinda sick of websites scamming people into thinking they withdraws are quick if they play there only to have to wait 3x the wait it actually says on site and no warning of delays before hand reached out to live chat and in emails they are not helpful in live chat say just keep waiting but it’s ridiculous that this is happening far to often and there’s no warning on webpage that there are delays, and no emails back from the emails I’ve sent.
Public
Public
2 months ago
Dear Hannahskeen578,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
2 months ago
Dear Hannahskeen578,
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.
Public
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2 months ago
Dear Hannahskeen578,
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,
Kristina
Casino.Guru
