Casinia Casino - Player’s withdrawal request cancellation.

Hello,

i want to report m.casinia7.com for not paying my money on withdrawal request while they had assured me that from day to day I would receive the money.On 28/4 I requested a withdrawal of €462 via my Mastercard after winnings in sports bets. Estimated deposit time is 3 days. Today 4/5 the withdrawal was canceled due to the provider as they told me. I don't understand this. As from the same card I made the deposits in the same way the money would be credited.They ask for a different payment method. After tons of negative reviews online saying they are scammers and never pay I won't give out any more of my personal information especially my bank account.Customer service seemed clueless, no communication with the finance department and no phone number to contact. They don’t replay to my emails.I don't trust them to give any information. I currently have €605.21 in my betting account. I just want a way to get them and then have my bet account closed indefinitely. Maybe my bank could make a transfer request to estolio ltd cyprus , which manage casinia.I am ashamed on their behalf. So many people have been deceived. I am sorry. Please for your assistance!!!

Dear marokont81,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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,

Petronela

I understand that the payment method may vary and I would be willing to cooperate with them I see that the company is reliable. The fact that I was not asked to verify information created distrust for me from the beginning. In fact, I asked about it and they replied that it doesn't need to be done and I can continue using their services without a problem. Also, no other payment methods were suggested. The last representative i spoke to, told me to look at the ways listed on the website. Unfortunately almost all of them involve payment in bitcoins which I don't use. There is only the alternative of bank transfer by giving the bank's iban and swift account. But I want to ensure that my details will not be leaked. For this reason I ask for your mediation. Clearly something is wrong with the whole process. What I read from reviews is that they usually delay payments on purpose. They ask for verification documents and while everything is correct they do not accept them. If you force them too much, they close your account and you lose everything. If customer service was correct should know the withdrawal methods based on each country. It is clear that something is wrong with them. I read that you recently helped a player from my country to receive his money. Please for your intercession. Thank you in advance!

Updated situation

For a few hours now, the system don’t let me log in to my account without giving me a reason . Please let me know if you have had any communication with them and how to proceed from here. Thanks!

Hello again. I inform you that I was able to enter my account and today 8/5 I made a new withdrawal request through my bank account of 500 euros which the casino has as a daily limit. Tomorrow I intend to make a withdrawal request for the remaining 105.21 euros that I have in my account. I am asking for your input to make these withdrawals successful and resolve the matter. I am also informing them now about it by message in the live chat. Unfortunately I have not received a reply to the email. Please let me know if you have any updates from them. Otherwise I will have to pull it higher. Thanks!

Hi marokont81,

• Thank you very much for the update. Please keep me informed about any further developments.

Looking forward to hearing from you.

Hello. My withdrawal requests from 8/5 and 9/5 respectively are still under review by the finance department. I just got live chat with a representative named Clara who informed me that the process is delayed due to the many withdrawal requests and she told me to be patient. I asked to speak to the manager of the finance department and she gave me the support's email. I explained to her that I have sent other times but never received a reply. She said that she has no idea about credits and to be as patient as I can be and that's the end of our conversation.

Hello,

i inform you that I just received my money. Thank you for your help.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, marokont81, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru