Casinia Casino - El reintegro del jugador se ha retrasado.

Hello Casino Guru Team,

I hope you can help me. My payout has been stuck in the "review" status for 5 days now. The live chat just said that it might take a little longer.

According to the FAQs on the site, the withdrawal should be confirmed within a maximum of 3 working days and after that it can take another 3-5 days until the money is in your account.

The casino has not yet asked me for any KYC documents, nor is there any way to upload them to the homepage in advance to speed up the process.

Support has already been contacted by email, but so far no response has been received.

It is annoying when a casino does not adhere to its own FAQs and you do not receive any information from support.

Thanks

Hallo Casino Guru Team,

ich hoffe ihr könnt mir helfen. Meine Auszahlung hängt mittlerweile seit 5 Tagen im "Review" Status. Der Live Chat meinte nur, dass es etwas länger dauern könnte.

Laut den FAQs auf der Seite sollte die Auszahlung in maximal 3 Werktagen bestätigt werden und danach kann es nochmal 3-5 Tage dauern, bis das Geld auf dem Konto oben ist.

Das Casino hat bis jetzt noch keine KYC Dokumente von mir verlangt, es gibt auch keine Möglichkeit diese schon im Vorhinein auf der Homepage hochzuladen, um den Prozess zu beschleuningen.

Der Support wurde per Mail auch schon kontaktiert, bis jetzt kam aber keine Meldung zurück.

Es ist ärgerlich, wenn ein Casino seine eigenen FAQs nicht einhaltet und man keine Info von dem Support erhaltet.

Danke

Dear HansPeter,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They write in the FAQs that the status "In Review" takes 3 working days to process. That's not even the time the actual withdrawal takes, only the review and it's already over 3 working days!

Still no update, the chat always writes the same and can't help. It's really a joke that this casino has a 8.6 rating on your site although there are already 150 complaints and 10 open at the same time!

I've requested the payout at the 23th of February, more than 10 days and it's still in the "review" stage.

And how can it be that it is not immediately clear on the site which license they operate under? Shouldn't that be immediately obvious? Or do I have to assume that the casino operates without an official license?

No update from the casino, withdrawal still under review and the support doesn't even reply to emails.

Dear HansPeter,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, it's still in review.

Tried to contact the support via mail 2 times but they don't even write back.

What a joke, how can the casino has such a high rating on your site?

Got the money today, thanks, you can close the case

Dear HansPeter,

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,

Nick Bacon

Casino.Guru