Casinia Casino - El jugador afirma que el pago se ha retrasado.

Hello, I'm just submitting a complaint in advance. I saw the very poor reviews and I have won around 10,000€ here. The daily withdrawal limit here is only 500€ and monthly around 7000€. Therefore, I just wanted to make sure everything is ok in case something goes wrong. No verification was requested! (See image)

Thank you

Hallo, ich reiche nur vorab schon einmal eine Beschwerde ein. Habe die sehr schlechten Bewertungen gesehen und habe um die 10.000€ hier gewonnen. Man kann hier ja nur täglich 500€ und im Monat um die 7000€ auszahlen lassen. Deswegen wollte ich nur vorab sichergehen falls etwas schief läuft. Nach einer Verifizierung wurde nicht gefragt! (Sieht Bild)

danke

Dear keejan,

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

I'll be in touch 👋🏼

Ich melde mich 👋🏼

As of now, the payout is being delayed. They always say that they are close and that I should be patient. But there's one thing I don't understand: you're allowed to pay out €7,500 a month. My payout of €500 will take 1 week, probably 2. That means I can only pay out €1000 per month. That's a disgrace.

Stand jetzt wird die Auszahlung verzögert. Sie sagen jedes Mal das sie kurz davor sind und ich noch Geduld haben soll. Ich verstehe aber eins nicht, man darf im Monat 7500€ auszahlen. Meine Auszahlung von 500€ dauert aber schon 1 Woche, wahrscheinlich 2. Heißt ich kann pro Monat nur 1000€ auszahlen. Das ist eine Frechheit.

Dear keejan,

Have you received your withdrawal from the casino yet?

No, I have to verify myself. Keep them updated.

Nein, ich muss mich verifizieren. Halte sie auf dem Laufendem.

Thank you for your reply, keejan. Have you made any successful withdrawals before? Do I understand correctly that you are currently waiting for the casino to approve your documents?

Have you accumulated your winnings with or without an active bonus?

Dear keejan,

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.

Without bonus. The money is gone. I have tried to verify myself until today but they reject everything. I've tried everything and at some point you get impatient. I also had free bets, 40 free spins and more available to me but everything is rejected. They tell me to deposit more and if, for example, I win something from the Bonus Crab, they say that their admins have decided to cancel my bonus. It's really a disgrace what they're doing here, but I won't see my money anymore anyway. Also to say:

Live chat doesn't help either, they take 20 minutes and then you are simply kicked out without an answer or with a very small one. And every time. I've been trying to verify for 4 weeks now and it doesn't work. I wish they would do something about it but I don't think it will help me anyway.

Ohne Bonus. Das Geld ist weg. Habe bis heute versucht mich zu verifizieren aber sie lehnen alles ab. Habe alles versucht und irgendwann wird man ungeduldig. Mir standen auch Freiwetten, 40 Freispiele und mehr zur Verfügung aber es wird alles abgelehnt. Sie sagen ich soll dafür mehr einzahlen und wenn ich beispielsweise was beim Bonus Crab Gewinne, wird gesagt das ihre Admins beschlossen haben meinen Bonus zu stornieren. Es ist wirklich eine Unverschämtheit was die hier machen aber mein Geld werde ich sowieso nicht mehr sehen. Noch dazu zu sagen:

im livechat wird auch nicht geholfen, sie brauchen 20 Minuten Zeit und dann wird man ohne Antwort, oder mit einer sehr klein gehaltenen einfach gekickt. Und das jedes mal. Habe jetzt 4 Wochen versucht mich zu verifizieren und es geht nicht. Ich würde mir wünschen das sie dagegen etwas unternehmen aber ich denke mir wird sowieso nicht geholfen.

This is what it looks like when I want to contact them. This has happened around 20 times. I open a chat, then I'm told to wait, and after about 15 minutes I get kicked, every time. I can't send the other screenshot because the file is too large. I can send it via email. There was also no response to emails that I sent to the casino 4 weeks ago.

I have now been banned

So sieht es aus, wenn ich sie kontaktieren will. Das ist schon um die 20 mal passiert. Ich öffne einen chat, dann soll ich warten, und nach etwa 15 minutes werde ich gekickt, jedes mal. den anderen screenshot kann ich nicht senden, da die Datei zu groß ist. Kann ich per email zu kommen lassen. Auch auf emails die ich vor 4 wochen a das casino gesendet habe, gab es keine antwort drauf.

ich wurde jetzt gesperrt

Thank you very much, keejan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello keejan,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casinia Casino to join the conversation.

Dear Casinia Casino,

Can you please provide information on why was the player's withdrawal not processed yet? Were there any issues with the player's verification?

If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

They will most likely not answer, or leave an unnecessary one, like I did. Unfortunately.

Sie werden höchstwahrscheinlich nicht antworten, oder eine überflüssige da lassen, wie bei mir. Leider.

Dear Michal,

Thank you for reaching out.

Please be informed that we sent you an email to michal.k@casino.guru. Looking forward for your reply!

Best regards,

Customer Support

Thank you for your email and information, Casinia Casino.

Dear keejan,

The casino team informed me the delay was caused because you have not provided all the evidence that was required for the verification process, and instead of providing it, you have continued to play and ultimately lost all your funds. Is that right?

Yes, I waited a month for verification and couldn't get any help through livechat etc as I kept getting kicked out. So the process was impossible.

Ja, ich habe einen Monat auf die Verifizierung gewartet und konnte durch livechat etc keine Hilfe bekommen, da ich ständig rausgeschmissen wurde. Somit war der Prozess unmöglich.

Dear keejan,

Sadly, as you decided to play over your balance before we could solve your complaint, I'm afraid there is not much else that can be done from our side to help you at the moment. I understand that waiting for the withdrawal can be frustrating, and ideally, we would like to see the withdrawals processed on the same day, but the casinos need to do KYC and AML checks before every withdrawal, and as you can imagine, this takes time.

Unfortunately, as you have decided to play over your money, there is almost nothing that can be done here anymore, and we have no other choice but to reject this complaint.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino.Guru