Casinia Casino - Pelaajan kotiutuspyyntö on viivästynyt.

I submitted a withdrawal request on May 12 for the funds in my account, but I never received any of the money. My withdrawals were blocked, and after one month, they asked me to complete KYC. I completed the entire requested process, but they still haven’t paid me—it’s been almost a month since I submitted my KYC. I send them messages, and they always say the same thing: that they’re reviewing the case, but they never actually do anything.

Fiz uma solicitação de saque dia 12/05 dos valores que tinham na minha conta, nunca recebi nenhum saque feito, meus saques foram bloqueados e depois de 1 mes me pediram KYC. Fiz todo o procedimento pedido e ainda não me pagaram, ja tem praticamente 1 mes que fiz o KYC. Envio mensagem para eles e sempre falam a mesma coisa, que estao analisando o caso e nunca fazem nada.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila