The player from Greece had requested three withdrawals of €500 each, with the last one on June 30. Despite the casino's terms stating that withdrawals were processed within three business days, no update had been given by July 6. Daily live chats had reassured the player but only forwarded the issue to the finance department without any email communication. The Complaints Team had advised the player to wait 14 days before taking further action. The player confirmed receiving the winnings after 2-3 days, resolving the issue. The complaint was marked as resolved by the Complaints Team.
Casinia Casino - Player’s withdrawals have been delayed.
Amount: €1,500
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
I have requested 3 withdrawals of 500 with the last one being on 30/6. Since then, despite their terms and conditions and what is said on the live chat that I almost daily attend, which states that withdrawal processing takes 3 business days, today is 6/7 and I have no update. The only thing they do on live chat is try to reassure me and tell me that they are forwarding my problem to the finance department so that I supposedly have priority. I stress again, there has been no communication from the company via email regarding my withdrawals, not even to notify me about verification.
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2 months ago
Dear gromp345,
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,
Veronika
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2 months ago
Translation
I have not been asked to verify my account in any way. Next Sunday (not tomorrow) marks 14 days and I will let you know then or sooner obviously if the issue is resolved if anything has changed.
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Sensitive attachment
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2 months ago
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Here are some screenshots from today's contact with casinia's live chat.
Edited
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2 months ago
Thank you for the screenshots. Could you please inform me if you received your winnings?
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2 months ago
Translation
Yes finally I received my winnings 2-3 days ago and have made 2 more withdrawals now so all good.
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2 months ago
Dear gromp345,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
