The player from Portugal had been waiting for a €50 withdrawal approved on April 14, 2026, which had not yet been credited to her bank account despite multiple communications with the casino's support. She had provided a bank statement as requested, but the casino had failed to offer proof of the transfer or a specific timeline for resolution, resulting in a lack of transparency regarding her funds. The casino later credited the €50 back to her player account, citing a reversed bank transfer without providing evidence. The player planned to make a new withdrawal request, and the complaint was marked as resolved after the player confirmed the issue had been addressed. We closed the case following the player's confirmation of resolution.
Casina Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €50
Casina Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
I requested a withdrawal of €50, which was approved on April 14, 2026.
To date, the amount has not been credited to my bank account.
I contacted support several times via email and chat. I was asked to send a bank statement, which I provided, clearly proving that the amount has not been received.
Despite this, the casino has not provided any proof of the transfer, transaction ID or a specific deadline for resolution. The responses have been vague and, more recently, they have stopped providing concrete information.
This situation is worrying, as the withdrawal has been approved but remains unpaid without any transparency.
I ask for support in resolving this situation and ensuring that the payment is made or properly clarified.
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3 weeks ago
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3 weeks ago
Dear Benny2009,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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3 weeks ago
TranslationHello, Veronika,
Thank you for your reply.
No, I've never made a successful withdrawal before.
Yes, my account has already been verified (KYC completed).
The winnings were obtained without any active bonus.
In addition, I have already sent the casino a bank statement, which clearly proves that the withdrawal of €50, approved on April 14, 2026, has not been received.
So far, the casino has not provided any proof of payment, transaction ID or concrete explanation, giving only vague answers.
I appreciate your help in resolving this situation.
Best regards,
Filipa
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2 weeks ago
Translationcasino reported that the transfer had been reversed by the bank, but did not provide any proof of this.
In the meantime, the amount of €50 has been credited to my player account again, instead of being transferred to my bank account.
I'm going to make a new withdrawal request, but I still have no proof of the alleged initial transfer or its reversal.
I will wait to see if the next withdrawal will be successful.
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2 weeks ago
TranslationCasino has already made the transfer
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Benny2009,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
