Casea Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

The casino is still dragging out my account verification, I sent them everything from confirmation of account ownership, to a bank statement where they see the card number written in my name. And they still don't want to cooperate. I'm sending some documents that I sent them.

Kasino stále protahuje ověření mého účtu, zaslal jsem jim vse co šlo od potvrzení o vlastnictni účtu, přes vypis z uctu na kterém vidí číslo karty která je psaná na mé jméno . A stále nechtějí spolupracovat. Zasilam pár dokumentů co jsem poslal jim.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casea Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and reasons to not accept your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, since last Wednesday I have been waiting for the verification of my player account, I sent the casino all the documents I need, they still can't understand that I am using a virtual payment card, I have not had any active bonuses. The casino keeps repeating that the financial department is handling this.

Dobrý den, od minulé středy cekam na ověření hráčského účtu, zaslal jsem casinu kompletní doklady co jdou, nedokážou stále pochopit ze využívám virtuální platební kartu , zadny bonus jsem neměl aktivní. Kasino neustále opakuje ze tk řeší finanční oddělení.

My opinion is that the casino does not want to release the amount won, the ID is stored in the game I played, and the video of how the win happened is also accessible from my account.

Můj názor je ten , že casino nechce uvolnit vyhranou částku, ve hře kterou jsem hrál je uložené id , je přístupné z mého účtu i video jak výhra proběhla.

New, support is no longer communicating.

Novinka , podpora už nekomunikuje.

Hello, can we please find out some information?? Thank you

Dobrý den, zjišťujeme prosim nějaké info ?? Děkuji

Dear Forest1989,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Forest1989,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casea Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casea Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, a week ago a lady from the casino contacted me for verification, I opened a plastic payment card at the bank for the casino, I authorized it with them by deposit, but nothing happens. Support almost doesn't respond to my emails anymore.

I set a limit of 800,000 CZK, so I'm waiting to see how they behave, I've already lost 400,000 CZK back to them, I currently have 900,000 CZK in my gaming account, I can forward all the emails to you, more or less it's still being handled by another department, etc. I also sent an extract from the trade register to be sure that I am self-employed and about two invoices, in case they investigate the source of my income

Dobrý den, pred týdnem mě kontaktovala pani z casina kvůli ověření, kvůli casinu jsem si založil v bance plastovou platebni kartu, tu jsem u nich autorizoval vkladem , ale nic se neděje. Podpora už skoro nereaguje na mé maily.

Dal jsem si hranici 800.000 kc , tak cekam jak se zachovají, 400.000 kc uz jsem jim prohrál zpet , aktuálně mam na herním účtu 900.000 kc , mohu Vám přeposlat veškeré e-maily , více méně stále dokola řeší to jiné oddělení atd. Zaslal jsem i pro jistotu vypis z živnostenského rejstříku že jsem osoba samostatně výdělečně činná a asi dvě faktury , kdyby zkoumali zdroj mých příjmů

If Casino Casea starts communicating, it will be a success. 🤣

Jestli Casino Casea začne komunikovat bude to úspěch. 🤣

So I'm down to 800,000 CZK and I'm not playing anymore. No one has heard from the Casino at all.

Tak jsem na částce 800 000 kc a uz nehraju. Z Casina se neozval vůbec nikdo .

Hello Forest1989,

thank you for the update.

I appreciate you letting me know about the current situation. For the time being, I would strongly recommend not continuing to play with the remaining balance, as it could unnecessarily complicate the situation and potentially lead to further losses while this complaint is still being investigated.

I am currently trying to establish contact with the casino through additional communication channels, and I hope they will join the complaint soon. If they continue not to respond, I will inform you about any further options that may be available.

Thank you for your patience and cooperation.

No no, I set a limit and I don't gamble at all, I just looked around for a casino.

https://www.caseacasi.no/

Ne ne , dal jsem si hranici a nehraju vůbec, neco málo jsem si dohledal o casinu

https://www.caseacasi.no/

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.

Hi Samuel, I would like to update my case. I spoke to the live support agent Damon yesterday. He officially confirmed to me that all my documents are uploaded, are currently being processed, and that I have nothing to worry about (I am attaching screenshots from the chat as proof).

The casino has been deliberately dragging out this verification process since June 26. Furthermore, their terms and conditions state a daily withdrawal limit of only CZK 12,500, with approval of one request taking up to 3 days. With my real balance of CZK 800,000, withdrawing the entire amount under these conditions would take more than 6 months, which is completely unacceptable and predatory behavior.

​Given that my documents are complete and their receipt has been confirmed by support itself, I ask for your help not only in completing my verification, but also in ensuring a fair and faster payout method (for example, by direct bank transfer or significantly larger installments). Thank you and!

Ahoj Samueli, chtěl bych aktualizovat svůj případ. Včera jsem mluvil s agentem živé podpory Damonem. Oficiálně mi potvrdil, že všechny mé dokumenty jsou nahrané, momentálně se zpracovávají a že se nemám čeho bát (přikládám screenshoty z chatu jako důkaz).

​Kasino tento proces ověření záměrně natahuje už od 26. června. Jejich obchodní podmínky navíc uvádějí denní limit pro výběr pouze 12 500 Kč, přičemž schválení jedné žádosti trvá až 3 dny. Při mém reálném zůstatku 800 000 Kč by výběr celé částky za těchto podmínek trval více než 6 měsíců, což je naprosto nepřijatelné a predátorské chování.

​Vzhledem k tomu, že mé dokumenty jsou kompletní a jejich přijetí mi potvrdila i samotná podpora, tě prosím o pomoc nejen s dokončením mého ověření, ale také se zajištěním spravedlivé a rychlejší metody výplaty (například přímým bankovním převodem nebo výrazně většími splátkami). Děkuji!

This is the intention of the casino in my opinion.

Tohle je záměr ze strany casina dle mého názoru.

Hello, has anyone been able to withdraw funds from this casino's gaming account?

Zdravím, povedl se někomu výběr prostředků z herního účtu tohoto casina ?

Samuel, I am attaching further evidence of the casino's unwillingness to cooperate. Today I tried to contact their support again (see screenshot), but the agent Martina refused to provide me with any information and immediately ended the chat after my question. Again, she just referred me to 'email' without giving any reason for blocking my withdrawals or telling me a timeframe. It is absolutely evident that the casino is trying to avoid communication and is deliberately prolonging the verification process disproportionately. I ask for your intervention.

Samuel, here is proof straight from my official casino history for the last month (June 16th to July 16th). As you can see, the very last bets on my account were made on July 11th. Since then, I have strictly followed your advice, I have not played a single spin and have not touched my balance at all. My account has been completely inactive for 5 days now and the money remains untouched.

Samueli, přikládám další důkaz o neochotě kasina spolupracovat. Dnes jsem se znovu pokusil kontaktovat jejich podporu (viz screenshot), ale agentka Martina mi odmítla poskytnout jakékoli informace a chat po mé otázce okamžitě ukončila. Opět mě pouze odkázala na 'e-mail', aniž by uvedla jakýkoli důvod zablokování mých výběrů nebo mi sdělila časový rámec. Je naprosto evidentní, že se kasino snaží komunikaci vyhnout a proces ověření záměrně neúměrně prodlužuje. Prosím o vaši intervenci.

Samueli, zde je důkaz přímo z mé oficiální historie v kasinu za poslední měsíc (od 16. června do 16. července). Jak můžete sám vidět, úplně poslední sázky na mém účtu proběhly 11. července. Od té doby se striktně držím vaší rady, neodehrál jsem ani jeden spin a na svůj zůstatek jsem vůbec nesáhl. Můj účet je už 5 dní zcela neaktivní a peníze zůstávají nedotčené.

Samuel, I have some additional evidence to support my concerns about slow payouts. I contacted the casino's live chat and they confirmed that my account is at 'Level 2' with a withdrawal limit of a maximum of 250,000 CZK per month.

This means that with my balance of 800,000 CZK, I would have to wait over 3 months for a full withdrawal. Given that the verification process for my card has been taking over 2 weeks, I consider these restrictive conditions to be unfair and another way in which the casino is deliberately hindering access to my funds.

I am attaching screenshots from the chat as proof. Please, can you ask the casino to make an exception for me in this situation and pay out the balance at once or in an accelerated mode at?

Samueli, ještě doplňuji důkaz k mým obavám o zdlouhavém vyplácení. Kontaktoval jsem live chat kasina a tam mi potvrdili, že můj účet je na 'Úrovni 2' s limitem výběrů maximálně 250 000 Kč měsíčně.

​To znamená, že při mém zůstatku 800 000 Kč bych musel na kompletní vyplacení čekat více než 3 měsíce. Vzhledem k tomu, že proces ověřování mé karty trvá už přes 2 týdny, považuji tyto omezující podmínky za neférové a za další způsob, jakým kasino záměrně brzdí přístup k mým prostředkům.

​Přikládám screenshoty z chatu jako důkaz. Prosím, můžete kasino vyzvat k tomu, aby mi vzhledem k této situaci udělili výjimku a vyplatili zůstatek naráz nebo ve zrychleném režimu?

Samuel, I want to be completely transparent and update the status of my complaint. Due to the enormous pressure, with the casino refusing to verify my account and ignoring my plastic card since 26/06, I lost my temper in one weak moment and lost some of my money back to the casino.

​However, I have definitely stopped playing and my current casino balance is now 800,000 CZK. I would therefore like to ask you to adjust the amount in this complaint to 800,000 CZK.

​I now stand by this amount and will not play any more. The casino manipulated me into this exact situation by deliberately stalling, which only proves their unfair behavior, but I will not leave them the remaining 800 thousand. Thank you for the adjustment."

Samueli, chci být naprosto transparentní a aktualizovat stav své stížnosti. Kvůli tomu obrovskému tlaku, kdy mi kasino už od 26. 6. odmítá ověřit účet a ignoruje i mou plastovou kartu, jsem v jedné slabé chvíli neudržel nervy a prohrál část peněz zpět kasinu.

​Hru jsem ale definitivně utnul a můj aktuální zůstatek v kasinu je nyní 800 000 Kč. Chci vás proto požádat o úpravu částky v této stížnosti na 800 000 Kč.

​Na této částce teď pevně stojím a dál hrát nebudu. Kasino mě svým záměrným natahováním času přesně do této situace vmanipulovalo, což jen dokazuje jejich neférové chování, ale zbylých 800 tisíc jim už nenechám. Děkuji za úpravu."

Hello everyone,

thank you both for the updates.

Dear Forest1989,

I have received another update from the casino regarding your verification process.

According to their latest information, their KYC team is still reviewing your account verification and they require additional verification of the payment methods used on your account.

They have requested clear copies or photos of the following payment cards:

• Card ending in 5407
• Card ending in 0043

Please make sure that when submitting the cards, the middle 8 digits of the card number are covered, while the first 6 and last 4 digits remain visible. Your name and expiry date should also remain visible, and all four corners of the card should be shown clearly.

The casino advised that these documents can be uploaded through your account verification section. Once received, they will continue with the verification process.

Please let me know once you have submitted the requested documents or if there are any issues with providing them.

Thank you for your cooperation.

I don't even bother with the card ending in 5407 anymore because this card is virtual and they had a big problem with it, so I asked the bank to make a classic plastic card ending in 0043.

kartu s koncem 5407 uz ani neřeším jelikož tato karta je virtuální a měli s ní veliký problém, proto jsem požádal banku i vyrobení klasické plastové karty s koncovým číslem 0043

Hello Forest1989,

thank you for the additional information and for providing the screenshots.

I have now forwarded your latest update to the casino. In particular, I asked them to verify whether they have already received and reviewed the documentation for the payment card ending in 0043, which you state was sent on 8 July, and whether this documentation can be accepted for the verification process.

I also informed them that, according to your explanation, the card ending in 5407 is a virtual card, which is why you cannot provide a photo of a physical card. As you explained, you subsequently obtained a physical card ending in 0043 specifically for verification purposes.

I will now wait for the casino's response and clarification from their KYC team. Hopefully, this will help move the verification process forward.

Thank you for your patience and cooperation.