Casinia Casino - La retirada del jugador se retrasa.

I wanted to let you know that Casinia is definitely a scam company, as I've been trying to cash out my winnings since Monday (04.03.24), and all they keep saying is that they are working on it. Even today, four days after I requested it. According to the T&Cs, the processing time is 1-3 days. Yesterday, I asked about it, and they said if it wasn't processed yesterday, I should contact customer support today, which I did. And EVERY time the same thing comes up in the live chat....We are working on it. No one really wants to address the customer's concerns; they just send out pre-written statements! You really should investigate this, because I definitely see fraud going here!!

Ich wollte Ihnen mitteilen das Casinia definitiv eine Beteugsfirma ist, denn ich will sein Montag(04.03.24) meinen Gewinn auszahlen lassen und immer heißt es wir arbeiten daran. Selbst auch heute an Tag 4 nachdem ich es beantragt habe. Inden AGB's steht bearbeitungszeit 1-3 Tage. Gestern habe ich gefragt und da hieß es, wenn es gestern noch nicht bearbeitet werden sollte soll ich mich heute beim Kundensupport melden, was och getan habe. Und IMMER kommt das selbe im Live Chat.... Wir arbeiten daran. Keiner will wirklich auf den Kunden eingehen sondern es werden NUR irgendwelche vorgeschriebenen Aussagen verschickt! Ihr solltet das wirklich mal prüfen, denn ich sehe hier definitiv Betrug!!

Dear Cafsten2105,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello Petronela, I can now say that it is really a fraud company because on Sunday they tried to debit €500 from my account for which there is evidence, which was also confirmed to me by a bank. The payout from Monday (04.03.24) was credited back to my player account and instead the amount of my winnings was tried to be debited from my credit card!

Hallo Petronela, ich kann jetzt sagen das es wirklich eine Beteugsfirma ist denn die haben am Sonntag probiert 500,-€ von meinem Konto abzubuchen wofür es Beweise gibt, die mir auch Durch neine Bank bestätigt wurde. Die Auszahlung vom Montag (04.03.24) wurde wieder auf meinem Spielerkonto gut geschrieben und stattdessen der Betrag über meinen Gewinn probiert von meiner Kreditkarte abzubuchen!

Thank you very much, Cafsten2105, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Cafsten2105, 

My name is Katarina, 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 more information about this case? 

Looking forward to your reply.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal request was forwarded to be checked by the relevant department. You will be informed in case of any updates. Thank you for your patience.

Best regards,

Customer Support

Dear Casinia Casino , 

Would you please share with us on how long is this player going to be reviewed by the relevant department you mentioned?

Is there any kind of documents, that Cafsten2105 is supposed to provide?

Dear Customer,

Thank you for your patience.

We would like to inform you that your pending withdrawal was processed from our side today (20.03.2024).

Best regards,

Customer Support

Thank you for the fast response, Casinia Casino. 

Cafsten2105, could you please advise if you have received the payment?

Yes, thanks to your help I received my prize yesterday! If it weren't for you, I think things would have continued as before! After you asked Casinia to do something yesterday, my winnings were in my account within 3 hours! Thanks again for helping! You are the best!

Ja, ich habe Dank eurer Hilfe gestern meinen Gewinn erhalten! Wärt ihr nicht gewesen, denke ich wäre das noch so weiter gegangen wie bisher! Nachdem ihr gestern Casinia aufgefordert habt was zu unternehmen war innerhalb von 3 Std mein Gewinn auf meinem Konto! Danke nochmals fürs helfen! Ihr seid die besten!

Thank you, Cafsten2105, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.  

Best regards,

Katarina