Casinia Casino - Pelaajan kotiutukset viivästyvät ja tili on estetty.

Hello,

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 understand the whole situation completely.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• When did you send the last document? Have you provided all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Kristina:

Good morning, thank you very much for your response. I'll now address each of your questions:

a) Could you clarify when exactly you made your last successful withdrawal and how many days it took to process?

The last successful withdrawal was made on June 6, 2025, for 425,000 CLP. It took approximately four days to process. It's worth noting that payments were typically processed within 24 hours, but given that the withdrawal block had already been implemented, it's possible that this last payment was processed before Casinia implemented the restriction.

b) When did you submit your last document? Did you provide all the required documents in the correct format?

The last document was sent on July 1, 2025, in response to a conversation I had with a Casinia representative via live chat. At that time, I was clearly and specifically informed that only one document was missing to complete the verification process: the history of one of my prepaid cards for the month of April 2025. I had previously sent this document on several occasions, but it was always rejected. I proceeded to send said document by email to , since, as I pointed out in my previous message, I am unable to upload documents through the verification tab on the Casinia website. When I try to upload a file, the system redirects me back to the beginning of the verification tab, preventing me from submitting any documents.

Likewise, I have not received any new instructions or additional requests from the casino, either through its platform or by email.

c) Did you accumulate your earnings with or without an active bonus?

All my earnings were accumulated without having any active bonuses.

I want to take this opportunity to thank you again for your attention and follow-up on this matter. I sincerely hope this situation can be resolved soon. I once again request that you complete the verification process and unblock any withdrawals, as I depend on these funds to meet important personal commitments.

Finally, I'd like to attach screenshots of what was discussed in the live chat, as well as the last email sent to Casinia and their response, as I haven't had any further communication with them since July 1, 2025.

Estimada Kristina:

Buen día, muchas gracias por tu respuesta. A continuación, paso a responder cada una de las consultas planteadas:

a) ¿Podrías aclarar cuándo exactamente realizaste el último retiro exitoso y cuántos días tardó en procesarse?

El último retiro exitoso fue realizado el día 6 de junio de 2025, por un monto de 425.000 CLP. Este tardó aproximadamente cuatro días en procesarse. Cabe señalar que, normalmente, los pagos se procesaban en menos de 24 horas, pero dado que ya se había iniciado el bloqueo de retiros de dinero, es posible que este último pago haya alcanzado a ser procesado antes de que se aplicara la restricción por parte de casinia.

b) ¿Cuándo enviaste el último documento? ¿Proporcionaste todos los documentos requeridos en el formato correcto?

El último documento fue enviado el día 1 de julio de 2025, en respuesta a una conversación que mantuve con un representante de Casinia a través del chat en vivo. En dicha instancia se me indicó de forma clara y especifica que solo faltaba un documento para finalizar el proceso de verificación, el historial de una de mis tarjetas de prepago del mes abril de 2025, este documento ya lo había enviado anteriormente en reiteradas oportunidades, siendo siempre rechazado, procedí a enviar dicho documento mediante correo electrónico a support@casinia.com, ya que, como señalé en mi mensaje anterior, no me es posible subir documentos a través de la pestaña de verificación de la página web de casinia, ya que al intentar cargar un archivo, el sistema me redirige nuevamente al inicio de la pestaña de verificación, impidiendo que pueda enviar cualquier documento.

Asimismo, no he recibido nuevas instrucciones ni solicitudes adicionales por parte del casino, ya sea por medio de su plataforma o mediante correo electrónico.

c) ¿Acumulaste tus ganancias con o sin bono activo?

Todas mis ganancias fueron acumuladas sin tener ningún bono activo.

Quiero aprovechar de agradecer nuevamente tu atención y el seguimiento al caso. Espero sinceramente que esta situación se pueda resolver a la brevedad, solicitando nuevamente el termino del proceso de verificación y el desbloqueo de retiros de dinero, ya que dependo de estos fondos para hacer frente a compromisos personales importantes.

Por ultimo adjuntarte capturas de pantalla de lo conversado en el livechat y el ultimo correo enviado a casinia y su respuesta, ya que no he tenido mas comunicación con ellos desde el 1 de julio de 2025.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Andres1021,

Thank you for taking the time to describe the situation in detail and for bringing to our attention that you were unable to upload the requested document.

We have reviewed the document you submitted via email and would like to thank you once again for your cooperation.

We are pleased to inform you that your account has been successfully verified.

Best regards,

Casinia Team

Dear player,

Would you be able to request a withdrawal now?

Dear Mirka,

Good morning. Indeed, withdrawals have been made so far. I greatly appreciate your attention and the casino's response. Should any issues arise again with the casino, I will let you know.

Thanks in advance,

Andrew

Estimada Mirka,

Muy buen día, efectivamente hasta el momento se han podido realizar retiros de dinero, agradezco mucho su atención y la respuesta del casino, en caso de cualquier eventualidad que vuelva a suceder con el casino, les avisaría.

Gracias de antemano,

Andres

Dear player,

Could you please specify, how much you have received?

Dear Andres1021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Mirka,

I have been able to withdraw without problems according to the casino's restrictions, which establish that 450,000 CLP can be withdrawn per day with a monthly maximum of 5,950,000 CLP.

So far I have withdrawn 7,225,000 CLP

Thank you for your help, if I have any problems again I will let you know.

Greetings,

Andrew

Estimada Mirka,

He podido retirar sin problemas de acuerdo a las restricciones del casino que establece que se pueden retirar 450.000 clp por día con un maximo mensual de 5.950.000 clp.

Hasta ahora he retirado 7.225.000 clp

Gracias por su ayuda, si vuelvo a tener algún problema se los estaré informando.

Saludos,

Andres

Thank you for the update.

Please inform me about future frequency and amounts of the payments.

Thank you.

Dear Andres1021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru

We’ve reopened this complaint at the request of Andres1021. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casinia Casino,

The player claims, he didn't use any bonuses, and wagering requirements have been imposed. Could you please provide evidence of the use of bonuses, along with clarification regarding the wagering requirements?

Thank you.

Dear Casino Guru Team,

Thank you for your follow-up.

After reviewing the player’s account, we can confirm that no bonuses were used. The issue occurred because one of the player’s withdrawal requests failed, and the funds were automatically returned to the account balance. As a result, the system temporarily displays wagering requirements, as it detects the returned amount as a new deposit.

This is only a technical issue, and we can resolve it by processing a manual crypto withdrawal. Therefore, we kindly ask the player to provide their crypto wallet address so that the payment can be completed.

We sincerely apologize for the inconvenience and thank the player for their patience and understanding.

Kind regards,

Casinia Casino Team

Dear player,

Have you been able to provide the casino with the crypto wallet address needed for manual withdrawal?

Dear All,

Good morning. I've never withdrawn money from the casino using cryptocurrency, so I don't currently have a cryptocurrency wallet. That's why I'm requesting that withdrawals be enabled as usual, which is directly to the bank accounts I have registered with the casino, as the withdrawal option is still blocked.

Only if it is the only way to solve it would you have to look into getting a cryptocurrency wallet.

Greetings,

Andrew

Estimados,

Buen día. Yo nunca he retirado el dinero del casino mediante criptomonedas, por lo tanto no tengo una billetera de criptomonedas actualmente, es por eso que solicito que se habilite la posibilidad de retirar como siempre se ha hecho, que es directo a las cuentas bancarias que tengo registradas en el casino, ya que aun sigue bloqueada la opción de retiro.

Solo en el caso de que fuere la unica forma de resolverlo tendría que ver la opción de obtener una billetera de criptomonedas.

Saludos,

Andres

Dear All,

Thank you very much for your cooperation and for clarifying the situation.

Unfortunately, we are unable to process bank transfers to Chile. Therefore, in order to complete the payout, we kindly ask the player to provide either Skrill or cryptocurrency wallet details.

An email has also been sent with further instructions, where the player can securely share the necessary information for the withdrawal to be finalized.

We appreciate the player’s patience and cooperation while we work to resolve this matter as smoothly as possible.

Kind regards,

Casinia Casino Team

Dear All,

I'm sending a screenshot with my Skrill account information. I'll be waiting for the manual transfer and the solution to the withdrawal block.

Thank you very much for the management.

Greetings Andrés

Estimados,

Envío captura de pantalla con la información de mi cuenta Skrill, quedo atento a la transferencia manual y a la solución del bloqueo de retiros.

Muchas gracias por la gestión.

Saludos Andrés

Dear Andres1021,

Thank you very much for providing your Skrill account details.

We would like to inform you that the manual payout has been initiated, and the transaction is expected to be completed later today.

Please let us know if the withdrawal block or any other issue persists after the transfer is processed.

We truly appreciate your patience and cooperation throughout this process.

Kind regards,

Casinia Casino Team

Thank you for the update, Casinia Casino.

Dear player,

Please notify me, when you start receiving withdrawals.

Dear All,

Good afternoon, the Skrill transaction has already been processed, and I was also able to make an additional withdrawal that arrived in my bank account. I'll be updating you weekly on how the withdrawals are being processed.

Again, thank you very much for the management.

Greetings,

Andrew

Estimados,

Buenas tardes, ya se proceso la transacción por skrill y además logre efectuar un retiro adicional que llego a mi cuenta bancaria. Voy a estar informando semanalmente como se procesan los retiros.

Nuevamente, muchas gracias por la gestión.

Saludos,

Andrés

Dear player,

Could you please provide us with an update on your withdrawal process?

Thank you.

Dear All,

We wanted to give you a fast and positive update on the withdrawal status:

Our Finance Team has now successfully processed and completed all previously submitted withdrawal requests. The most recent payout was finalized earlier today.

This means there are currently no pending withdrawal requests in the queue.

Thank you for your patience and continued trust.

Kind regards,

Casinia Casino Team

Dear Mirka,

Good afternoon, I would like to inform you that Casinia has once again blocked my withdrawals, demanding that I place bets equivalent to the amount I wish to withdraw. This situation reflects a repeated pattern of behavior by Casinia aimed at obstructing my withdrawals, which I consider an unjustified practice.

Therefore, I request the immediate unblocking of my account so that I can freely make the corresponding withdrawals. I would also like to explore the possibility of having my entire current balance transferred to me, given the constant harassment I have experienced from this casino.

It should be noted that, since I made the request to you Guru Casino, I have only been able to withdraw $16,577,794 CLP, out of a total of $90,000,000 CLP, which demonstrates the undue restrictions that have been imposed on me.

I'm sending you a screenshot of the current lock screen.

Thank you in advance for your help; without you, no withdrawal would have been possible.

Greetings,

Andrew

Estimada Mirka,

Muy buenas tardes, quisiera informar que nuevamente Casinia ha procedido a bloquear mis retiros de dinero, exigiendo que realice apuestas equivalentes al monto que deseo retirar. Esta situación refleja una conducta reiterada por parte de Casinia destinada a obstaculizar mis retiros, lo que considero una práctica injustificada.

Por lo anterior, solicito el inmediato desbloqueo de mi cuenta para poder efectuar libremente los retiros correspondientes. Asimismo, quisiera evaluar la posibilidad de que se me transfiera la totalidad del saldo vigente en la plataforma, considerando el hostigamiento constante que he experimentado por parte de este casino.

Cabe señalar que, desde que realicé el requerimiento ante ustedes Guru Casino, únicamente he logrado retirar $16.577.794 CLP, de un total de $90.000.000 CLP, lo que evidencia las restricciones indebidas que se me han impuesto.

Les envío una captura de pantalla con la imagen delo bloqueo de ahora

De antemano, muchas gracias por su ayuda, sin ustedes ningun retiro podría haber sido posible.

Saludos,

Andrés

Dear Andres1021,

We understand your concern and appreciate you sharing it with us. Please rest assured that our team is fully committed to helping you complete your withdrawal as smoothly as possible.

As an alternative solution, we can initiate a manual crypto withdrawal.

If you wish to proceed, please send us a valid crypto wallet address for one of the following supported currencies:

BTC (Bitcoin)

LTC (Litecoin)

DOGE (Dogecoin)

ETH (Ethereum)

USDC (ERC20)

We will start with one withdrawal request, and if the issue persists after that, we will schedule the remaining balance accordingly.

It appears that a previously rejected transaction by the payment provider and the subsequent return of that amount might have caused the current delay.

Thank you for your cooperation and understanding.

Best regards,

Casinia Casino Team

Dear player,

Could you please confirm, if you have been able to agree upon a withdrawal method with the casino?

Thank you.

Dear Casinia Casino,

Could you please confirm, if you have been able to change the player's withdrawal method?

Thank you.

Dear Andres1021,

Thank you for your message and for providing your Bitcoin wallet address.

Please note that while we always aim to process withdrawals using the preferred payment method selected by the player, in certain cases alternative methods may be required due to technical or provider-related restrictions.

We’re pleased to inform you that a manual withdrawal of 4,200,000 CLP has been successfully completed to the BTC address you provided. In addition, a smaller amount of 150,000 CLP has also been processed, and one more transaction is expected to be finalised tomorrow.

Once these payouts are completed, we kindly ask you to try submitting a new withdrawal request via your chosen method, so that we can verify whether the initial technical issue has been resolved or if manual processing should remain necessary.

Thank you for your patience and understanding.

Best regards,

Casinia Casino Team

Dear All,

Good morning, I wanted to let you know that the transactions mentioned by Casinia have indeed arrived. Additionally, I've been able to complete two withdrawals totaling 425,000 CLP. I will continue making withdrawals and will keep you updated on how everything is going.

Thank you all very much for your efforts.

Greetings,

Andrew

Estimados,

Muy buen día, quería señalar que efectivamente llegaron las transacciones mencionadas por casinia, adicionalmente he podido concretar dos retiros por 425.000 CLP. Voy a seguir haciendo retiros e ire informando periodicamente como va operando todo.

Muchas gracias a todos por las gestiones.

Saludos,

Andrés

Thank you for the update.

Please inform me about future frequency and amounts of the payments.

Thank you.

Dear Andres1021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear All,

Good day, I would like to inform you that Casinia has once again blocked my withdrawals, requesting the same thing as before: "that I place bets equivalent to the amount I wish to withdraw." It is unacceptable that this same problem arises every time I make a withdrawal. Please take steps to unblock my account.

Kind regards,

Andrew

Estimados,

Buen día, quisiera informar que nuevamente Casinia ha procedido a bloquear nuevamente mis retiros de dinero, solicitando lo mismo que la vez anterior "exige que realice apuestas equivalentes al monto que deseo retirar", ya es un exceso que cada vez que haga algun retiro, surja el mismo problema. Por favor gestionar para volver a desbloquear.

Saludos Cordiales,

Andrés

I'm sharing a screenshot

Comparto captura de pantalla

Dear Casinia Casino,

Could you please clarify, why player's withdrawals are blocked again?

Thank you.

Dear All,

We are very sorry for the inconvenience.

It appears that a technical issue is still affecting automated withdrawals, which is why the player’s payouts remain blocked in the system. As an alternative solution, we will continue processing the payments manually to the previously confirmed Bitcoin address.

Please note that we are scheduling these manual payouts regularly, always within the 24-hour limit, in order to ensure the fastest possible processing under the current circumstances.

Thank you for your understanding.

Casinia Casino Team

Dear All,

My account continues to have withdrawals blocked, requiring me to wager the full amount I request to withdraw. It is unacceptable that Casinia’s response is to state that my withdrawal requests will not be unblocked and that you will decide when and how much money I am allowed to withdraw. Under these conditions, I am left completely subject to Casinia’s discretion, and this is simply not acceptable.

If the system will keep my withdrawals permanently blocked due to alleged technical issues, I demand that the full balance currently in my account be transferred without delay.

I request an immediate resolution to this matter.

Kind regards,

Andrés

Dear Casinia Casino,

From the player's side, there seems to be problem with longer withdrawal processing times. We believe, casinos should adhere to withdrawal amounts and processing times stated in their own terms and condition.

While we fully understand, some technical problems can occur, from the player's perspective, this extended delays understandably feel frustrating.

We kindly ask that expedite the withdrawal process from this point forward, so the player can receive his withdrawals as soon as possible. Your cooperation in helping move things along would be greatly appreciated.

Please make sure the player receives withdrawals in a timely manner, and if it is needed, please suggest a different withdrawal method.

Thank you in advance for your cooperation.

Dear All,

Thank you for your message and for outlining the player’s concerns.

We would like to reassure all parties that we are actively monitoring this case and that the player’s withdrawals are being processed in full accordance with our Terms and Conditions. To facilitate faster processing, the withdrawals are currently being scheduled via an alternative method (crypto), which was provided by the player.

Please note that we are unable to offer a single lump-sum payout of the full balance, as the total amount exceeds the monthly maximum withdrawal limit. However, we are regularly scheduling and executing withdrawals in line with the applicable daily limits.

For transparency, during the month of December, six transactions have already been successfully completed, and the next withdrawal is scheduled for tomorrow. We will continue to schedule and process the remaining withdrawals as promptly as possible, ensuring compliance with all applicable limits.

We appreciate the player’s patience and understanding and remain committed to completing all pending withdrawals as efficiently as possible.

Kind regards,

Casinia Casino Team

Dear player,

Could you please confirm times and amounts, in which you received crypto payments in the last month?

Thank you.

Dear Mirka,

Good day, first of all, I hope you had a Merry Christmas! I wanted to let you know that Casinia has indeed made some successful withdrawals this month. I hope they can continue making withdrawals regularly, as the last one I received was 4 days ago.

I'm sending you an image with the withdrawals made.

Thank you very much for your help,

Sincerely

Andrew

Estimada Mirka,

Buen día, lo primero espero que hayas tenido feliz navidad! Señalar que efectivamente se han cursado retiros satisfactorios este mes por parte de Casinia, espero que puedan seguir cursando los retiros de forma continua, ya que el ultimo recibido fue hace 4 días.

Te envío imagen con los retiros realizados.

Muchas gracias por la gestión,

Atentamente

Andrés

Dear Andres1021,

We are writing to provide you with an update regarding your recent withdrawal request.

We have been notified by the relevant department that your account has reached its maximum withdrawal limit for the current calendar month. As a result, we are unable to process any further withdrawal transactions at this time.

Please note that your withdrawal capacity will reset automatically at the start of the new month. You will be able to resume your requests starting on January 1st.

Thank you for your patience and understanding.

Kind regards,

Casinia casino Team

Thank you for the update.

Please notify me about the frequency of future withdrawals.

Thank you.

Dear Mirka,

First, I hope you had a Merry Christmas and a Happy New Year. On another note, I wanted to let you know that Casinia hasn't processed any withdrawals since December 30th, and it's now January 5th. I hope withdrawals can be reactivated so that the same amount as in December can be processed, as there are even four pending withdrawals. I checked the platform, and it's showing that they want to request more information, this time about the wallet address that was provided through this channel. It seems to me that they're trying to delay payments again. The information has already been provided through this communication channel, and withdrawals have been processed successfully, so I request that they continue to be processed quickly.

I am sending screenshots:

Kind regards,

Andrew

Estimada Mirka,

Lo primero espero que hayas tenido una feliz navidad y año nuevo, por otro lado quería comentarte que de parte de Casinia, no se han procesado mas retiros desde el 30 de diciembre, ya estamos a 5 de enero, espero que se puedan reactivar los retiros para que se procese la misma cantidad del mes de diciembre, ya que incluso hay 4 retiros pendientes. Revise en la plataforma y nuevamente me aparece que quieren solicitar mas antecedentes ahora de la dirección de la wallet que se entrego por este medio, lo cual me parece que busca dilatar nuevamente los pagos, la información ya se entrego por este canal de comunicaci´ón y se han procesado satisfactoriamente retiros, por eso solicito que se sigan procesando con celeridad.

envío capturas de pantalla:

Saludos Cordiales,

Andrés

Dear Casinia Casino,

Could you please clarify, if player's verification has been successful?

Thank you.

Dear Mirka,

To clarify the situation and address the player's concerns:

The current verification is a mandatory security procedure. According to our General Terms and Conditions (specifically Article 5.1 and 5.2), the Casino is entitled to carry out additional security checks to verify the player’s identity and ownership of payment methods at any time, regardless of whether previous withdrawals were successful.

Currently, the process is on hold because the player has not provided the following:

*Verification Selfie: A photo holding their ID with our website visible in the background.

*Wallet Ownership: A screenshot of the Bitcoin wallet settings for address 122Avp1***NoVcYZ2GWVXd.

These requests are standard anti-fraud measures designed to ensure the security of the funds. Once the player provides these two items, we will be able to proceed with the pending withdrawals immediately.

Best regards,

Casinia Casino Team

Dear All,

I am sending you through this channel what you requested so that this situation can be resolved quickly and you can proceed with the transfer again. Remember that the option to withdraw the money via cryptocurrency transfer was not at my request, but because you were unable to transfer the money through the other payment methods you offer, which are unjustifiably blocked by you due to problems with your platform, since all those accounts are fully verified.

1.- I send an image with the ID and website visible in the background

2.- Screenshot of the Binance platform with an image of the wallet.

Kind regards,

Francis

Estimados,

Les envío por este medio lo que estan solicitando para que se resuelva con celeridad esta situación y procedan a transferir nuevamente, recordar que la opción de retirar el dinero mediante la transferencia de criptomonedas no se hizo por solicitud mia, si no debido a que ustedes no eran capaces de transferir el dinero a través de los otro medios de pago que ofrecen, los cuales se encuentran bloqueados por ustedes de forma injustificada por problemas de su plataforma, ya que todas esas cuentas se encuentran completamente verificadas.

1.- Envío imagen con ID y sitio web visible al fondo

2.- Captura de pantalla de plataforma binance con imagen de la billetera.

Saludos Cordiales,

Francisco

Dear All,

We acknowledge that the player has shared the requested documents via this channel. However, for security and data protection reasons, all documents must be processed through our official verification channels to be legally accepted.

To resolve this quickly, we kindly ask the player to:

Upload the documents directly to their player profile within our system.

If there are any technical issues with the upload, they can alternatively send the documents via email to complaints@casinia.com.

Please understand that this is a mandatory security measure to protect the player's sensitive information and to comply with our internal verification protocols.

As soon as the documents are received through these official channels, our team will proceed with the review. Thank you for your cooperation.

Best regards,

Casinia Casino Team

Dear All,

I have just uploaded the documents to the platform so that you can review them as soon as possible.

Estimados,

Acabo de subir los documentos también a la plataforma para que los puedan revisar a la brevedad.

Dear Andres1021,

Thank you for your message.

Please be informed that the document previously uploaded for your crypto wallet has been declined. To proceed, we kindly ask you to re-upload a new screenshot of your wallet(address:122Avp1zvCH7KsGsM7ZAbpNo*****GWVXd).

For a successful verification, the screenshot must clearly show both of the following in the same view:

*The wallet address (number)

*The full name of the account holder

Once you have uploaded the corrected document, our team will prioritize its review. Thank you for your cooperation.

Best regards,

Casinia Casino Team

Dear Andres1021,

Could you please confirm, if you are able to take the mentioned screenshot with visible name, and submit it to the casino?

Dear All,

Thank you for the detailed information provided regarding the Binance wallet and the verification process.

We are pleased to inform you that, following a further review of the case, no additional documents are required at this time. The pending manual withdrawals are being processed and will be sent to the previously used crypto account shortly. We are monitoring the transactions to ensure everything is finalized as soon as possible.

We would like to thank the player for their cooperation and patience throughout this process.

Best regards,

Casinia Casino Team

Thank you for the update, Casinia Casino.

Dear player,

Please notify me about the frequency of future withdrawals.

Thank you.

Dear All,

Good day, I would like to inform you that to date only one transfer of 1,500,000 CLP has been made. I request that the three withdrawals that are still pending since 29-12-2025, each for the same amount of money, be processed as soon as possible.

Kind regards,

Andrew

Estimados,

Muy buen día, comentar que hasta la fecha solo se ha realizado una transferencia por 1.500.000 CLP, solicito que se puedan cursar los tres retiros a la brevedad que se encuentran aun pendientes desde el 29-12-2025, cada uno por el mismo monto de dinero.

Saludos Cordiales,

Andrés

Dear Casinia Casino,

Could you please clarify, if there is something that can be done to speed up the withdrawal process?

Dear Andres1021,

We would like to provide an update regarding your withdrawal requests.

Currently, there is one pending manual withdrawal in our system, which is scheduled to be completed by tomorrow at the latest.

Following the completion of this transaction, we have specifically requested the relevant department to schedule and process the remaining balance into new withdrawal requests as soon as possible.

We sincerely appreciate your continued patience while we finalize these transactions.

Best regards,

Casinia Casino Team

Dear Andres1021,

Could you please confirm, if you have received any update in your withdrawal process, and how much is still left to withdraw?

Thank you.

Dear Mirka,

Thank you again for your assistance. I wanted to let you know that the withdrawals that were pending since December 29, 2025, have been processed. However, Casinia has not yet processed any new withdrawals. I am waiting for them to be processed as soon as possible, as they were in previous months. Please help me with this request so I can withdraw the remaining funds in my Casinia account.

Kind regards,

Andrew

Estimada Mirka,

Nuevamente muy agredecido de tus gestiones, comentarte que se cursaron los retiros que estaban pendientes desde el 29-12-2025, pero respecto a nuevos retiros casinia no ha realizado ninguno hasta la fecha, estoy a la espera de que puedan realizarse lo mas pronto posible, como se efectúo en meses anteriores. Por favor tu ayuda con esta solicitud para poder retirar lo que queda de dinero en casinia.

Saludos Cordiales,

Andres

Dear Andres1021,

Could you please confirm, if you have received any new withdrawals since your last message?

Dear Mirka,

Good day, I wanted to let you know that since that last message, Casinia processed three withdrawals on February 20th, which were paid out on February 23rd. The problem is that these withdrawals were processed for significantly lower amounts than before. Previously, each withdrawal was for 1,500,000 CLP, but these three withdrawals were for 350,000 CLP each. Furthermore, if I try to withdraw directly, Casinia won't allow it (it says I've reached the maximum withdrawal limit). I hope Casinia will provide a solution soon so that withdrawals can be made as they were in previous months.

Attached is a screenshot of the latest withdrawals indicated.

Greetings,

Andrew

Estimada Mirka,

Buen día, comentarte que desde ese ultimo mensaje, casinia proceso tres retiros el día 20 de febrero que se pagaron el día 23 de febrero, el problema es que estos retiros se procesaron por montos sumamente inferiores a los que se habían hecho antes, ya que anteriormente cada retiro era por un monto de 1.500.000 CLP, y estos tres retiros fueron por 350.000 CLP, cada uno, por otro lado si intento de retirar de forma directa, Casinia no me lo permite (ya que aparece que he alcanzado el limite maximo de retiros). Espero que de parte de Casinia haya una solución a la brevedad y se puedan realizar los retiros como se hizo en los meses anteriores.

Adjunto captura de pantalla de los ultimos retiros señalados

Saludos,

Andrés

Dear Andres1021,

Thank you for your message and for keeping us updated.

We would like to inform you that we are closely monitoring your case and our team is continuously processing your manual withdrawals to ensure the funds reach you as quickly as possible.

Regarding the change in the withdrawal amounts, please be advised that the daily withdrawal limit has recently been updated to 350,000 CLP. This is the reason why your recent transactions have been processed with this specific amount.

We appreciate your patience and cooperation.

Best regards,

Casinia Casino Team

Dear Casinia:

I find the response provided unacceptable. It is inappropriate to unilaterally and without sufficient justification modify the transfer amounts, reducing them from CLP$1,500,000 to CLP$350,000. In my opinion, this demonstrates a genuine lack of commitment to making full payment of the outstanding amounts.

For this very reason, I have chosen not to continue using their platform.

Mirka, I formally request your intervention in this matter, as it is unacceptable that, to date, my requests for withdrawal of funds remain blocked by Casinia, and are also subject to her exclusive discretion regarding when and for what amounts the transfers will be made.

This situation is serious, as it effectively constitutes a delaying tactic that infringes upon my right to freely dispose of my funds, resulting in a legitimate loss of confidence in the platform. I consider it essential that the full payment of the requested amounts be rectified immediately and that I be informed in writing of the contractual or regulatory basis that would justify the aforementioned unilateral reduction.

I await a concrete and definitive solution as soon as possible.

I have attached the following screenshots:

1. Unjustified blocking of withdrawals

2.- Maximum withdrawal amounts, in this case the payment methods indicate the minimum and maximum withdrawal amounts. For example, in the case of Bitcoin, which is how the last payments were made, and for amounts of 1,500,000 CLP, the maximum amount is 4,500,000 CLP. That's why they want to reduce it to 350,000 CLP; it's a way to avoid proceeding with the delivery of the total amount that they won't let me withdraw.

Greetings,

Andrew

Estimados de Casinia:

No me resulta aceptable la respuesta entregada. No es procedente que, de manera unilateral y sin justificación suficiente, se modifiquen los montos a transferir, reduciéndolos de $1.500.000 CLP a $350.000 CLP. Esta situación evidencia, a mi juicio, una falta de voluntad real para avanzar en el cumplimiento íntegro de los pagos adeudados.

Precisamente por este motivo he optado por no continuar utilizando su plataforma.

Mirka, solicito formalmente su intervención en este asunto, ya que no es admisible que, a la fecha, mis solicitudes de retiro de fondos permanezcan bloqueadas por parte de Casinia, quedando además sujeto a su exclusiva discrecionalidad respecto de cuándo y por qué montos efectuarán las transferencias.

Esta situación resulta grave, pues configura en los hechos una maniobra dilatoria que afecta mi derecho a disponer libremente de mis fondos, generando una legítima pérdida de confianza en la plataforma. Considero indispensable que se regularice de inmediato el pago íntegro de los montos solicitados y se informe por escrito el fundamento contractual o reglamentario que justificaría la reducción unilateral indicada.

Quedo a la espera de una solución concreta y definitiva a la brevedad.

Adjunto las siguientes capturas de pantallas:

1.- Bloqueo injustificado de retiros

2.- Montos maximos a retirar, en este caso los metodos de pago señalan cuales son los montos minimos y maximos para retirar, para el caso del bitcoin que es por el cual se ha realizado los ultimos pagos y por montos de 1.500.000 CLP, el monto máximo es de 4.500.000 CLP, por eso que quieran reducirlos a 350.000 CLP, es una forma de evitar avanzar con la entrega de la totalidad que no me dejan retirar.

Saludos,

Andrés

Dear Casinia Casino,

Could you please provide clarification regarding the changed amount? Would you be able to offer the player use of a different withdrawal method to speed up the withdrawal process?

Dear All,

Thank you for your inquiry. We would like to clarify the situation regarding the player's withdrawal limits and the processing of their funds.

The player's claim that we are arbitrarily reducing limits is incorrect. According to our Terms and Conditions (Section 6.11), withdrawal limits are determined by the player’s current VIP level and the specific currency used. For this account, the transaction limit is 350,000 CLP and the monthly limit is 5,000,000 CLP.

We would like to reassure you that we are continuously scheduling and processing the player's withdrawals in accordance with these limits. All requests are handled as quickly as possible within the framework of the player's VIP status. We are committed to ensuring that the player receives their funds through the current methods, provided the established transaction and monthly caps are respected.

Thank you for your understanding.

Best regards,

Casinia Casino Team

Dear Andres1021,

Could you please specify, if you are able to request and complete withdrawals now, and how much is still left to withdraw at the moment?

Thank you.

Dear Andres1021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Mirka,

Good afternoon, I'm writing to inform you that Casinia has once again demanded that, in order to withdraw my funds, I "bet amounts equivalent to the amount I wish to withdraw" on their platform. This is completely arbitrary and unacceptable. I urgently need a definitive solution that will allow me to withdraw the remaining funds.

I'm attaching a screenshot of what I'm currently seeing.

Greetings Andres

Estimada Mirka,

Buenas tardes, te cuento que actualmente Casinia ha vuelto a exigirme que para poder retirar los dineros "apueste en su plataforma cantidades equivalentes al monto que deseo retirar" lo cual es completamente arbitrario y no corresponde, necesito por favor tener una solución definitiva que me pueda permitir retirar lo que queda de dinero.

Envío en adjunto captura de pantalla con lo que me aparece actualmente

Saludos Andres

Dear Casinia Casino,

Could you please provide clarification regarding the issue?

Dear Andres1021,

We are writing to inform you that we have escalated this matter to the relevant department for a more specialized review. Our team is currently investigating the details to ensure a thorough resolution.

Rest assured that once we have an update, we will inform you immediately.

Kind regards,

Casinia Casino Team

Dear All,

We would like to clarify the current status of the customer's withdrawals to prevent any misunderstandings regarding our requirements.

As we have previously communicated, due to a persistent technical issue, we have been processing the customer's withdrawals manually for some time now. We can confirm that the wagering requirement mentioned by the player is not being enforced; the message seen by the player is a result of the same technical glitch and does not apply to their situation.

Our financial department continues to monitor the account closely. As has been our practice, we are manually initiating new withdrawals as soon as each preceding one is successfully completed. We will continue to handle the payouts in this manual manner until the full remaining balance has been cleared.

We appreciate the player's ongoing patience.

Best regards,

Casinia Casino Team

Dear Andres1021,

Could you please confirm, if you started receiving withdrawals regularly?

Dear Andres1021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru