Casiny Casino - Player claims that payment has been delayed.

am submitting this complaint regarding a $350 withdrawal requested from Casiny on [April 25, 2026].

Despite their website’s stated 1-5 business day processing policy, this withdrawal is now over 6 business days late. Throughout the last week, I have contacted support (Dani, Shé, Nod, Dale) daily. My requests for a timeline or a concrete example of similar cases have been ignored.

Most importantly, while support claims the payment has been ‘successfully processed,’ they refuse to provide any Transaction ID, processor reference, or proof of payment dispatch. I have been given conflicting information (with some agents claiming it is ‘still processing’ while others claim it is ‘sent’) and have received no meaningful updates despite the matter being supposedly ‘escalated’ to their payments team.

I have already submitted a formal written complaint to their official complaints address (complaints@casiny.com) on May 2, 2026, but have received no response beyond standard automated replies. I have attached the full email thread as evidence of their evasive and contradictory support responses.

I am requesting that Casiny provide immediate proof of payment or release my funds today.

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Dear K.hych,

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

Update: Casiny advised they were obtaining a Proof of Transaction and asked me to allow up to 48 hours, but that timeframe has now passed and they still have not provided any proof of transaction, payment reference, send date/time, or confirmation of the payment route. Their support replies remain inconsistent about whether the withdrawal is approved, processed, or still awaiting internal documentation

Dear K.hych,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear K.hych,

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,

Karla