The player from Norway had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported a lack of action from the casino regarding the withdrawal process, despite the casino's claims of a three-day completion time. The issue was resolved when the player confirmed that the money had finally been sent to him. We marked the complaint as 'resolved' in our system.
Casinia Casino - Withdrawal of player's winnings has been delayed.
Amount: €500
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
4 months ago
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4 months ago
Hi. I requested my withdrawal on the 3rd of August. When asking about it, they just give me a standard message about the withdrawal is in the cue, and that they aim to process it in a 3 days timeframe. This is now on the 4th working day, and they tell me nothing. I am guessing they need some documents regarding my withdrawal as well. In that regard, I asked to provide this now, but I am only told to wait.
Of what I am Reading here, it seems like withdrawals takes time at Casinia. Maybe another complaint about long waiting period is enough for them to change their practise.
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4 months ago
Dear Enilel,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
On their helpsite, they claim withdrawals are completed within 3 days. Regarding verification, I have not yet been told to provide any documents. I have even asked in chat to provide this in advance to speed up any additional delays. They are not interested.
My issue is not the amount of time from the withdrawal is completed till it arrives to my cashout destination. Only the lack of action on the casinos behalf.
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4 months ago
Dear Enilel,
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,
Casino.Guru
