Casinia Casino - Player’s withdrawal request is delayed.

Hello.

I deposited €20 in Casinia and had to roll over 35-40 times. In slots, the amount is rolled 100%.

Well, I slotted and made the turnover.

I had €200 left over for which I requested a withdrawal from 11 September 2024 and now the month is 30 September and it has not been carried out.

I have contacted more than 15 times with your live chat and I have sent at least 6 emails and they informed me that there is no identification problem, the money is so safe and I just have to be patient. My request is still being processed. I think they are making fun of me and don't want to give the money, even though he is correct in all conditions.

I have kept a record, the whole development, from the deposit to the realization of the turnover and winnings, as well as their conversations and emails.

I think Casinia is unreliable.

Hello Splantza1970,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casina Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus, if yes, what kind of bonus was it?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening to you.

My casinia account, in the verification category it says no further verification is needed.

The winnings were collected as follows: I deposited €20 and casinia gave a 100% bonus. So the €20, when I deposited it, became €40.

I had to turn over the €40 35-40 times. That is, the total turnover should be: €1400 or €1600, which I did. As soon as the turnover took place the money appeared as a withdrawal and also at the time of withdrawal but the site opened a window so that I could be informed about it.

The last time I spoke to them is today.

Here is our conversation. 

"Aliki" is from chat customer service

SUBJECT: Withdrawal Delay.

The conversation started

Aliki joins the conversation

Aliki

Hello! Welcome to our live customer support!

Give me a few minutes to check it out please and I'll get back to you shortly.

I:

Good evening, I have requested a withdrawal since September 11th and it has not happened yet. Why are you taking so long?

Aliki

Give me a few minutes to check it out please and I'll get back to you shortly.

Thanks for waiting. Let me first apologize on behalf of our page for the delay that has occurred. I would ask for some patience even soon the process will be completed. I assure you that this delay is nothing to worry about and we will do our best to get your money as soon as possible.

I:

When do you plan to deposit my money into my account?

Aliki

Thank you very much for your patience. I'm still looking into your question and will get back to you soon.

Thank you for your patience. Within the week please.

I:

So until Friday?

Aliki

Yes, if you don't see them by then, please contact us again.

I:

It's been a long time. So please don't delay any longer.

Aliki

I fully understand any inconvenience caused by the significant delay in completing your withdrawal and would like to apologize for this incident. We will do our best to send your money as quickly as possible.

Do you have another question I could help you with?

I:

No. Thanks.

... this is their answer today.

Considering that if I sometimes persist longer, the interlocutors leave the conversation.

I have also sent repeated mails, which I can send to you if you want.

Thanks.

Good morning.

I want to inform you that today the €200 was deposited by casinia.

I want to thank you very much for your intervention and help.

Dear Splantza1970, 

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