The player from Italy had been waiting 7 days for pending withdrawals. Despite having contacted the casino via chat, the issue remained unresolved. The player reported that after about 15 days, the payment was processed. The complaint had been marked as 'resolved' in the system following the confirmation of the successful withdrawal.
Casinia Casino - Player’s withdrawals are delayed.
Amount: €1,000
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, it's been 7 days with pending withdrawals. I contacted them via chat, they respond but every time there's a different excuse. It's a shame because the casino is well-designed, but if you have trouble withdrawing your winnings, it's counterproductive!
Automatic translation:
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2 months ago
Dear Glombardo,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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2 months ago
Dear Glombardo,
Has your payout been processed yet?
If the issue persists, could you please share your recent communication with the casino regarding the issue? My email is tomas@casino.guru
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2 months ago
Translation
All good, after about 15 days the payment was processed, better late than never, thanks for your interest
Automatic translation:
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2 months ago
Dear Glombardo,
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,
Tomas
Casino.Guru
