Casinia Casino - Los retiros de los jugadores se retrasan.

Hello, I have been waiting for Casinia to withdraw 2 €500 since 11/20 and 14 days have passed since 11/21 for 500 € and they still haven't resolved anything and my withdrawals are still up in the air even though I have tried to contact support every day, they claimed to me that they were experiencing a small delay but also at the beginning they told me that they had problems with payments with Visa and Mastercard. I want to emphasize that this is not the first time this has happened to me. In less than a month I was waiting for less time for my last withdrawals which were €1000 and I waited about 12-13 days until they paid it to me. Will they be willing to present all kinds of things that you from the Guru casino ask me for? Screenshots and everything. My account with Casinia has been verified by the way since November 20th.

The support also told me twice that it would arrive the same week and those two weeks have passed and I am still waiting for more.

Dear Sergius30,

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. 

• Do I understand correctly that you made successful withdrawal(s) in the past?
• Could you please advise which payment method you have opted for? Is it the same one you used before?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

First of all, I want to clarify that I made a mistake. I have been waiting since 11/20 for €500 (not the €2,500 that appears at the beginning of my first message) and then another withdrawal of €500 which is from 11/21.

1. Yes, I made 2 successful withdrawals in the past for a total amount of €1000. I had to wait for about 12-13 days as well.
2. Deposit with visa card and withdraw with the same method
3. All the winnings I have are without a bonus, I have not played any bonus at this casino, apart from that I have the account verified with them

Lo primero de todo quiero aclararle que tuve un error llevo esperando desde el día 20/11 500€ (no son los 2500€ que salen al principio en mi primer mensaje )y luego otro retiro de 500€ que es del 21/11

1. Si correcto realice 2 retiros exitosos en el pasado por un monto total de 1000€ me toco esperar por unos 12-13 días también
2. Deposite con la tarjeta visa y retiro con el mismo método
3. todas las ganancias que tengo son sin bono no he jugado ningún bono en este casino aparte tengo la cuenta verificada con ellos

Today I received the first amount but this does not mean that they will close the case. I still have the withdrawal on 11/21, so for now let's continue with the process if you are so kind.

Hoy recibí el primer importe pero esto no quiere decir que me cierren el caso todavía me queda el retiro del día 21/11 así que de momento sigamos con el proceso si son tan amables

Thank you for your reply, Sergius30. I am happy to hear that the first withdrawal has been received! Of course, I will keep this complaint open until you confirm your second withdrawal has been successful. Please keep me informed about any further developments.

Yes, I will send you any information that is necessary, even if you need any information I will offer it to you regarding it.

Si le mandaré cualquier información que sea necesaria aun así si ustedes necesitan alguna información yo se la ofreceré al respecto

(THE 1ST CAPTURE)

I received this message on Friday and I am sending it to you so that you have proof. It is Monday the 18th and today, according to support, it is supposed to arrive, but it seems to me that this is not going to be the case...

I update (THE SECOND CAPTURE) this is what they just told me today Monday this is desperate, meaning that they are going to continue prolonging it for me after 18 days of waiting

(LA 1 CAPTURA)

este mensaje lo recibi este viernes os lo mando para que tengáis constancia estamos a día 18 lunes y hoy supuestamente según el soporte tiene que llegar pero me parece que esto no va a ser así …..

actualizo (LA SEGUNDA CAPTURA) esto es lo que me acaban de decir hoy lunes esto es desesperante ósea que me lo van a seguir prolongando más tras 18 días esperando

Hello, I want to inform you that you can close the complaint after 18 days after receiving my last withdrawal. I want to thank the entire team for their attention.

Hola quiero informales de que pueden dar la queja por cerrada después de 18 días recibí mi último retiro quiero darles las gracias a todo el equipo por la atención

Dear Sergius30,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru