Casinia Casino - Player's withdrawals delayed.

Fast, intuitive website with many providers, and a lot of advertising in forums claiming to be a 'trustworthy site.' But withdrawals are limited to €500 per day. They say they process in 3-5 days, but in my case, like many others, we have been waiting for more than 7 days. Customer service keeps delaying with excuses, saying that the first day doesn't count, that weekends and holidays don't count either... In Spain, there are many casinos and betting houses that pay the same day you request it. This is a scam. And now, let's uncover Casinia. It is not subject to Spanish regulation, does not pay taxes in Spain. It is an offshore company from Curacao, the Netherlands Antilles. It is illegal for them to attract players in Spain, but they do it and are very exposed... If it takes 14 days to pay you €500, can you imagine a big prize?

Dear Alcatraz24,

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 advise if your account has been fully verified?
• Have you been advised what is causing the delay of your cash out? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hello.

I requested the withdrawal on 07/22/24 at 12 noon. It was a Monday. There were no holidays that week. I asked customer service if all the information was correct and my account was verified and I don't know they tired of repeating that everything was correct. That I shouldn't worry. A week later I contacted again. They said that the first day I asked for it doesn't count. From the next Tuesday to the following Monday for them it's just 5 days and they were on time because it takes between 3 and 5 days to process, but today Tuesday it's 8 days and it's still the same: 'your withdrawal is being processed'. They haven't asked me for any documents but promotions keep coming. In total I deposited more than €500 with a card in the previous days and clicked on withdraw just 500. It's been 8 days now, and I'm very afraid that what's behind this is a desire to avoid paying, by all means. They had to warn about this before opening an account or making deposits to the players.

Thanks for the explanation.

• If the issue persists, could you please share your recent communication with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you accumulated your winnings with the help of a bonus?

Hello, I give you permission to share the screenshots.

Regarding the bonus, I only used one the first time I deposited. I lost my money and the bonus. Then I made more deposits but this time without a bonus. The balance was real.

Hello again, you have my permission for what you have requested.

Thanks for your help.

Thank you very much, Alcatraz24, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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.  

Dear Alcatraz24,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for contacting us.

Please be informed that, as of today, there are no active balance or active withdrawal requests on the customer's account.

Previous withdrawal requests were cancelled and played by the customer.

Kind regards,

Casinia team

Dear Alcatraz24,

Could you please confirm, you have played through your balance?

Hello, as I said in a previous email, they were giving me the runaround for 14 days, giving me all kinds of excuses. After 14 days they returned the money to the account without having paid me. They didn't give me any explanation. In these cases, the normal thing is to receive a communication explaining why, but I didn't receive it. I asked again in the chat and they replied saying that I should request the withdrawal again and that it would take another 3-5 business days, that is, another 14 days... And since I was so angry at having to admit that these people at CASINIA would never pay me those 500€, I decided to play it, have a good time and forget about them forever, recommending all the Spanish people who want to open an account with them to think better about it. Most of the opinions here on the forum are not real, they are from themselves. They don't pay, they bore you and stress you out until you play it again out of necessity. They are not supervised by any Spanish body because they operate without a license in Spain. They are in the Dutch Antilles, that is, the only way to protest is in these forums where help is appreciated. I will never open an account again in a casino that is not protected and supervised by Spanish law.

I read that they have replied to your email. It can be deduced from their reply that the player is somehow exaggerating or lying, but they don't say a word about the daily exchange of messages we send each other where they told me everything to delay the payment, including that it was the end of the month and that they were paying employees before paying clients. Why else would a player go to a forum to seek help from people who can help him? For fun? Of course not. Can you ask them how long they were waiting for the withdrawal of funds and why it was cancelled by them, without giving any explanation by email or phone? Seeing that the chances of getting paid were already slim and tired of everyone, so as not to start begging them to pay me for another two weeks, I took the money and played it. Naturally it was seen and not seen. It didn't last long. Can you ask them how much I have earned after everything I have been through? 0 euros. I will not play a single euro again, and not because the casino is bad, it has good and agile software, but because in this world of gambling, if you do not pay your debts, no one will want to play with you. It is a rule to respect, and if you do not comply with it, you are exposed.

Thank you for your reply, Alcatraz24.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru