Casinia Casino - El proceso de retiro del jugador está retrasado y la cuenta está bajo revisión.

Days after requesting a withdrawal, I tried to log into my account to check its status and found I couldn't access it because it was "under review." I contacted them via chat and they told me to send them a copy of both sides of my ID and a selfie holding my ID with the Casinia website in the background. A few days later, I contacted them again to ask about my case, and they told me I had to send them the selfie with the website in the background again. After that, every time I contacted them via chat, they said they were escalating the case and would get back to me by email, but I never received any further information. I've been dealing with this problem since the end of October, and since they haven't provided a solution or any updates, I'm contacting you.

I have transcripts of the chat conversations, as well as emails.

Días después de solicitar retiro, me dispongo a entrar en mi cuenta para ver en el estado en el que se encontraban los mismos y veo que no puedo acceder a la misma ya que esta se encuentra "bajo revisión". Hablo con ellos por chat y me dicen que les envíe mi ID por ambas caras y un selfie sujetando mi ID con la web de Casinia de fondo. Pasados los días vuelvo a contactarles para preguntarles como iba mi caso, me dicen que debo volver a enviarles el selfie con la web de fondo. Ya después de esto, cada vez que voy a preguntar al chat, me dicen que elevan el caso y que me dirían algo por correo, pero no me dicen nada mas. Llevo desde finales de octubre con este problema, así que como no me dan solución ni me dicen nada, me pongo en contacto con ustedes.

Dispongo de transcripciones de las conversaciones de chat, así como emails.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello, I'll answer your questions:

What documents have you already sent to the casino, and when exactly did you send the most recent one?

I sent my ID (both sides) and a selfie with the ID and the Casinia website in the background. They told me I had to re-send the selfie, and that was the last thing I sent (November 22nd). My first email with the documentation was on October 30th.

Were you able to submit all the required documents quickly and in the correct format? Yes, everything was in .jpeg format and was sent on the same day they were requested.

Has the casino requested any additional documents recently, and if so, which ones? No.

Are there any documents in your account that are currently pending verification? I don't know, as I can't access my account to view them. Everything I submit is via email.

Thank you so much!

All the best.

Hola, respondo a sus preguntas:

¿Qué documentos has enviado ya al casino y cuándo exactamente enviaste el más reciente?

He enviado mi ID por ambas caras y un selfie con el ID y la web de casinia de fondo. El selfie me dijeron que tenía que repetirlo y fue lo último que envié (22 de noviembre). Mi primer correo enviando la documentación fue el 30 de octubre.

¿Pudo presentar todos los documentos requeridos rápidamente y en el formato correcto? Si, todo en .jpeg y fue enviado el mismo día en el que me los requieren.

¿El casino ha solicitado algún documento adicional recientemente y, de ser así, cuáles? No.

¿Hay algún documento en su cuenta que esté actualmente pendiente de verificación? No lo sé, ya que no puedo entrar a mi cuenta para visualizarlo. Todo lo que envío es a través de correo electrónico.

Muchas gracias!

Un saludo.

Thank you for your reply. What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Please forward me the most recent communication between you and the casino regarding the review of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi Veronika,

I've played several of the games this casino offers; I haven't focused on any one in particular. Regarding your other question, I haven't used any bonuses; all winnings have been from deposited funds.

All the best.

Hola Veronika,

He jugado a varias cosas de las que ofrece este casino, no me he centrado en una en concreto. En relación a la otra pregunta, no he usado ningún bono, todas las ganancias han sido con fondos depositados.

Un saludo.

Thank you for your reply. Have you sent me your communications with the casino as I asked you in my previous reply? I have not received any emails from you yet. Please double-check if you typed my email address correctly; t's veronika.f@casino.guru.

Hi Veronika,

Sorry I didn't read the last part of the email.

I just sent you the email with the last communication with Casinia.

Thank you so much!

All the best.

Hola Veronika,

Disculpa porque no lei la última parte del correo.

Te acabo de enviar el correo con la ultima comunicación con Casinia.

Muchas gracias!

Un saludo.

Hello estandarte_86atpc,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear estandarte_86atpc

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,

Veronika

Dear estandarte_86atpc,

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 Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia 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

Dear estandarte_86atpc,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Casinia Casino Team.

Dear Casinia Casino and estandarte_86atpc,

thank you, Casinia Casino, for the update and for forwarding the case to the relevant department.

At this stage, we will wait for further details or a concrete update once the review is completed.

estandarte_86atpc, please keep us informed if you receive any new information from the casino in the meantime.

I will monitor the situation and await the next update so we can proceed accordingly.

Dear All,

We would like to inform you that we are actively working on this request and will be back with an update in the nearest time possible.

Best regards,

Casinia.com

Dear estandarte_86atpc,

Thank you for your patience. We are pleased to inform you that your account verification has been successfully completed. No additional document needed for now.

Thank you for your cooperation.

Kind Regards,

Casinia Casino Team.

Hello,

Thank you for your help and information. The problem is that my account has been under review since October, and even though the account is verified (as you confirmed), I cannot access it and withdraw my funds.

All the best.

Hola,

Gracias por su ayuda y por la información. El problema es que mi cuenta sigue bajo revisión desde octubre y pese a que la cuenta está verificada (como usted me confirma), no puedo acceder a la cuenta y poder retirar los fondos.

Un saludo.

Hello everyone,

thank you, estandarte_86atpc, for the update and for letting us know about the access issue.

Casinia Casino, I kindly ask you to review the player’s account and clarify why access is still blocked despite the verification being completed. Please advise on the next steps so the player can withdraw their funds without further delay.

Thank you both for your cooperation.

Dear all,

Thank you for your patience.

I can confirm that the verification process is complete. The player’s account has been unblocked, and open to use.

At this time, no further documentation is required, and the player should be able to proceed with his withdrawal without any further delays.

Thank you for your cooperation.

Best regards,

Casinia Casino Team.

Hello,

I just tried and I still can't access it, I'm showing a screenshot.

All the best.

Hola,

Acabo de intentarlo y sigo sin poder acceder, muestro captura de pantalla.

Un saludo.

Hello estandarte_86atpc,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

thank you for the update and for the screenshot, estandarte_86atpc.

Casinia Casino, the player reports that despite your previous confirmation, the account is still not accessible, and the attached screenshot suggests the issue persists. Since you stated that the account is unblocked and fully operational, this discrepancy needs to be addressed urgently.

Please recheck the account status on your end and clarify:

• why the player is still unable to log in, and
• what exact steps (if any) are required to restore full access and allow withdrawals.

We need a clear and concrete resolution here, as the verification was already confirmed as completed. I will wait for your prompt response.

Dear all,

Thank you for bringing this to our attention.

We have conducted a thorough re-check of the account status on our end. We can confirm that the player's account is in good standing, fully verified, and there are no active blocks or restrictions from our side that would prevent access or withdrawals.

If the player is still experiencing issues, we recommend the following troubleshooting steps to resolve any local browser or app discrepancies:

• Clear Cache and Cookies: This usually resolves persistence issues where old "blocked" data is stored in the browser.
• Ensure they are not using a VPN or IP that might be flagged by automated security filters.

If the issue persists after these steps, we would like to ask the player to provide a fresh screenshot with a timestamp so we can investigate further.

Best regards,

Casinia Casino Team.

Hello,

I'm sending you a screenshot from right now, as the same error keeps appearing (I logged in incognito mode for a "clean" login). I've been having this problem since October, and I find it unacceptable for a supposedly reputable casino like yours.

If you are unable to reopen my account so I can request a withdrawal, that's fine. Please send me an email with the information you need so I can provide it to you and you can pay me the €1673.

All the best.

Hola,

Os envío captura de ahora mismo, ya que sigue apareciendo el mismo error (he entrado en modo incógnito para que fuera un login "limpio"). Llevo con este problema desde octubre y me parece intolerable de un casino serio como supuestamente es el vuestro.

Si no sois capaces de reabrirme la cuenta para poder solicitar el retiro me parece correcto, enviadme un correo con los datos que necesiteis para que os los facilite y me podais pagar los 1673€.

Un saludo.

Hello estandarte_86atpc,

thank you for your update and for providing the screenshot. Please note that logging in via an incognito window may not always resolve the issue, as the casino’s instructions also include checking for VPN/IP restrictions and potentially clearing cache and cookies in your regular browser. It’s best to follow all the steps recommended by Casinia Casino to ensure your account functions correctly.

Casinia Casino Team, could you please advise on the next steps if the player continues to experience this issue after following your instructions?

Dear estandarte_86atpc,,

After double-checking we must inform that your account has been closed by our Security Department, we are now ready to manually process the return of these funds to you. To ensure the transfer is successful, we require your direct banking information.

Information Required

Please reply to this email with the following details:

• Full Name of Account Holder
• Bank Name:
• IBAN:
• SWIFT/BIC Code:
• Bank Address/Branch:

Once you provide this information, we will initiate the transfer. You will receive a confirmation once the funds have been dispatched.

Best regards,

Casinia Casino Team.

Hello estandarte_86atpc,

thank you for your update and for providing the information. I’ve marked your message as sensitive, but I want to confirm with Casinia Casino whether they are able to see it on their side.

Casinia Casino, could you please confirm if you can access the sensitive information submitted by the player so the transfer can be processed?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear estandarte_86atpc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel