The player's withdrawal is delayed for almost a week. The complaint was resolved as the player received her winnings.
Casinia Casino - The player's withdrawal is delayed.
Amount: €400
Casinia Casino
Safety Index:HighSafety Index
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8.6
Casinia Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I made a payout on December 4th. According to the terms and conditions, my payment should be processed after 3 working days.
The customer service just consoled them with the same machine-generated answer.
Automatic translation:
Public
Public
3 years ago
Hello Bianca,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.
Are you fully verified in the casino? Did you accumulate your current balance from a bonus or real money? Is this your first ever withdrawal request? Did you contact the casino with this issue? If yes, how did they explain the delay?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
Public
Public
3 years ago
Translation
Hi,
I haven't received a verification message, but I've sent the usual documents.
I didn't use a bonus or anything like that.
Yes, my first payout is there.
I contacted customer service several times.
On Thursday, December 9th If it was Friday the payout goes out.
On Friday the 1st statement still lasts
On Friday the 2nd statement I get my money this week (only stays the weekend) I explicitly asked because the financial department is in the terms and conditions. Only works Mon-Fri. Safe on the weekend. Yes. And then
the 3rd statement no on the weekend we do not pay out.
I feel more than fooled by this customer service.
Automatic translation:
Public
Public
3 years ago
Dear Bianca,
In case it's your first withdrawal, I would definitely recommend you to wait at least 14 days from the moment of completing the verification process. It always takes longer to receive the first payment in almost every casino. Please keep us updated if any news would occur.
Public
Public
3 years ago
Translation
But then the casino is not allowed to write in the terms and conditions for 3 days. And don't tell me, I'll have my money on December 10th. !
Automatic translation:
Public
Public
3 years ago
Dear Bianca,
Is there any update regarding the money? Did you receive them?
