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I requested 3 withdrawals in a row of 500 euros where they are still being processed after 3.5 days from the request as they say... I still have to withdraw the rest and they do not accept saying that there are delays in payments... after I recharged for a few months... I had a win with real money and I expect to receive the withdrawals

Ho richiesto 3 prelievi di fila di 500 euro dove ancora sono in fase di elaborazione dopo passati i 3,5 giorni dalla richiesta come dicono...ancora ho da prelevare il resto e non accettano dicendo che ci sono ritardi nei pagamenti...dopo che ho ricaricato per un po di mesi...ho avuto una vincita con denaro reale e pretendo di ricevere i prelievi

Dear angelopanzerotto87,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good morning, finally they made the first two transfers after 14 days...let's see the rest...

Buongiorno finalmente mi hanno fatto i primi due bonifici dopo 14 giorni...vediamo il resto...

Dear angelopanzerotto87, thank you for the information provided. Kindly update us on any further developments.

Dear angelopanzerotto87,

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.

Hi, I'll update you on the situation...it takes them at least 2 weeks to process every withdrawal of 500 euros

Salve vi aggiorno sulla situazione...ci mettono almeno 2 settimane per processare ogni prelievo di 500 euro

Dear angelopanzerotto87, how much have you received so far? Do you currently have any pending withdrawals in your casino account? If so, when did you request them?

Still only 1,500 received and Monday 5,6,7 May.. I made another 3 of 500 and 6 thousand still to download...they take forever to accept them every time

Ancora solo 1,500 ricevuti e lunedì 5,6,7 maggio.. ho fatto altri 3 da 500 e 6 mila ancora da scaricare...ci mettono una vita ad accettarli tutte le volte

So that I replay them...I've already played 2k all this time..

In modo che li rigiochi...già ho fatto fuori 2 mila tutto sto tempo..

Thank you very much, angelopanzerotto87, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 angelopanzerotto87,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear angelopanzerotto87,

We are sorry for the issue you're facing, and thank you for the patience.

Kindly be advised that the requested withdrawal are paid from our side, and you will receive them into your bank account in short period of time.

For future withdraw requests from your side, we will try to complete them as soon as possible.

Kindly asking you for little patience.

Thank you for understanding and have a great day.

Best Regards,

Casinia Team

Dear angelopanzerotto87,

please keep us updated when you receive your funds.

Good morning, this morning 3 withdrawals of 500 l each were processed...now I am unable to do another 3 in 3 days...they have been done but they are slow with acceptance, otherwise ok

Buongiorno stamattina sono stati elaborati 3 prelevi di 500 l uno...ora sprovvedo a farne atri 3 in 3 giorni...di fare sono stati fatti ma sono lenti con l accettazione per il resto ok

Let's see if they speed up a bit...it takes 15 days to process a withdrawal

Vediamo se velocizzano una po...passano 15 giorni per evadere un prelievo

Dear angelopanzerotto87,

We wanted to take a moment to let you know that our Finance Department is working diligently to process all requested withdrawals as quickly and efficiently as possible. We understand the importance of timely transactions and truly appreciate your patience and understanding during this time.

Please rest assured that every effort is being made to complete each request without delay.

Thank you for understanding and have a great day.

Best Regards,

Casinia Team

Dear angelopanzerotto87,

please keep us informed when you received another payouts.

Dear angelopanzerotto87,

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.

Good evening from the last withdrawals of the 27th... I'm waiting for another 1500 divided into 500 each... in any case they always take many days to process each withdrawal, never respecting the 3/5 working days as they write... so it's not an isolated case... they always do this!!!

Buonasera dagli ultimi prelievi del 27...sono in attesa di altri 1500 divisi in 500 l uno...cmq ci mettono sempre ogni prelievo tanti giorni per processare non rispettando mai i 3/5 giorni lavorativi come scrivono...non è quindi un caso isolato...fanno sempre cosi!!!

Dear angelopanzerotto87,

thank you for the update. What's the current withdrawal balance?

I have 1,500 to confirm and another 2,000 to download...

Ho 1.500 da confermare e altri 2 mila da scaricare...

Dear angelopanzerotto87,

thank you for the update. Please keep us informed when you receive more funds.

Dear angelopanzerotto87,

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 angelopanzerotto87,

is there any development? Have you received remaining funds?

Good evening, can you close the complaint, thanks, given the too much time I replayed the remaining balance... they will not see another euro from me.... thanks to you for the work done

Buonasera potete chiudere il reclamo grazie dato il troppo tempo ho rigiocato il saldo rimanente...non vedranno piu un euro da me....grazie a voi per il lavoro svolto

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.