Casinia Casino - El retiro del jugador se ha retrasado debido a problemas de KYC.

I have been unable to access my account since Monday, my account is under review, I had to communicate via chat and supposedly they had sent me an email asking for documentation, which was false, but they forwarded the email to me again, at that time I sent them my ID, a selfie with my face and ID and their page open as requested. They do not respond to me and I speak to them via chat and they say that I have to wait for the team in charge to respond. I have more than 1,600 USD in my account and they will not let me withdraw it or do anything since they do not give me any solution.

Llevo desde el lunes sin poder acceder a mí cuenta, me sale cuenta bajo revisión, me tuve que comunicar por chat y supuestamente me habían mandado un correo pidiéndome documentación cosa falsa, pero me reenviaron el correo en ese momento otra vez, en ese momento les pasé el DNI un selfie con mi cara y el DNI y su página abierta tal como me pedían. No me responden y les hablo por chat y dicen que tengo que esperar a que me responda el equipo encargado tengo más de 1.600 USD en mi cuenta y no me dejan ni retirarlo ni hacer nada ya que no me dan ninguna solución

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing. 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. Has the casino requested any additional documents recently, and if so, which ones?
3. Have any of your documents been reviewed and approved by the casino yet?
4. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
5. Did you accumulate your winnings with or without a bonus?

I 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

Well, the problem is that they say they send me emails via chat, but I'm not getting anything. I had to ask the chat guy to resend the email with the documents they requested. I've sent them everything they asked for: ID on both sides, a selfie with my ID and the Casinia website in the background. I sent it on September 23rd. But I haven't received a response via chat or email. Communication with them has been quite tedious.

The game he played was sports betting

The problem is that I can't access my account and I can only communicate with them via chat or email, and they always ignore me and give me the runaround. I've attached the email communication I had with them, to which they haven't responded yet.

Pues el problema es que dicen que me mandan emails por chat y no me llegan nada, le tuve que decir al del chat que me reenviara el mail con los documentos que me solicitaban. Les he enviado todo lo que me pedían ID por ambas caras selfie con ID y web de Casinia de fondo, se lo envié el día 23/09. Pero no me dan respuesta ni por chat ni por correo, está siendo bastante tediosa la comunicación con ellos.

El juego que jugaba eran apuestas deportivas

El problema es que no puedo acceder a mí cuenta y solo puedo comunicarme con ellos por chat o por correo a lo cual siempre pasan de mi y me dan largas. Les adjunté la comunicación que tuve por correo con ellos a la cual aún no me han respondido

Thank you very much, Casape95, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Casape95,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Casinia Casino to join this conversation and assist in addressing the complaint.

Dear Casinia Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Casape95,

Thank you for bringing our attention to this matter.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.

Thank you for your cooperation.

Kind regards,

Casinia Casino Team.

I just responded to the email with the requested information to proceed with the withdrawal of my funds.

Les acabo de responder al correo, con la información solicitada para proceder al retiro de mis fondos

Dear Casape95,

Thank you for providing your details.

Please be informed that your request has been successfully completed. The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Casinia Casino Team.

I emailed them about this, giving them my ERC20 USDC crypto wallet. I haven't received the funds yet, as transfers using this method are instant, and that worries me. I'll still wait the 3-5 day window they told me.

Les escribí por correo respecto a esto, les pasé mi crypto wallet de USDC en ERC20, no me han llegado aún los fondos ya que las transferencias por este método son instantáneas y es algo que me preocupa. Aún así esperaré el margen de 3-5 días que me han dicho.

Dear Casape95,

Did you manage to receive the funds from the casino to the provided crypto address?

I look forward to your response.

I'm still waiting. They contacted me on October 2nd, sending me a message requesting a withdrawal of all my funds. They told me they weren't going to reopen my account. On October 3rd, I received a message canceling the withdrawal. Immediately afterward, the same day, I received another withdrawal request. It's October 6th, and I still haven't received them. Furthermore, cryptocurrency transactions are instantaneous, so I don't understand the 3-5 day timeframe they gave me. Furthermore, that timeframe must be almost up, but I still haven't received anything, and I still can't access my account.

Aún sigo esperando, se contactaron conmigo el día 02/10 donde se me mandó un mensaje de Solicitud de Retiro de la totalidad de mis fondos, ya que me comunicaron que no me van a reabrir la cuenta, el día 03/10 recibí un mensaje de la cancelación del retiro, y al momento otra vez el mismo día otra solicitud de retiro de mis fondos estamos a día 06/10 y aun no los he recibido. Además una transacción por cryptomonedas es instantánea, por eso no entiendo el plazo de 3-5 días que me dieron. Además dicho plazo debe estar a punto de cumplirse y aun no he recibido nada y sigo sin poder acceder a mí cuenta.

Dear Casape95,

Thank you for the update.

I understand your concerns, especially regarding the delays and the lack of clarity surrounding the withdrawal and account status. Although cryptocurrency transactions are typically processed quickly, some platforms may still apply internal processing times, which is likely the reason for the stated 3–5 business day timeframe.

Since the timeframe is nearly complete, let us kindly wait for the full period to pass. If the funds have not been received by then, we will promptly reach out to the casino to request a clear explanation and further assistance regarding both your withdrawal and account access.

Thank you for your patience, and please don’t hesitate to share any further updates in the meantime.

Well, it's been more than 5 days, I've been quite lenient and I still haven't heard from my funds. The day before yesterday, they asked me for my ID photo and selfie in English. It must be another department again. I've sent it to them 4 different times and they keep asking for it. Yesterday, I received an email stating that my withdrawal was pending. Please, I need an update from CASINIA CASINO, since each time I receive an email from a different department or a different person who must not know anything about my case because they are asking me again for the same documentation that I have already provided 4 times.

Pues ya han pasado mas de 5 dias he sido bastante benevolente y sigo sin tener noticias de mis fondos, me han solicitado antes de ayer en ingles, debe ser otro departamento otra vez mi foto de ID y selfie, se la he mandado ya 4 veces distintas y me la siguen pidiendo y ayer recibi un correo de que mi retiro estaba pendiente. Necesito porfavor que me hagan una actualización desde aqui CASINIA CASINO, ya que por correo cada vez me escribe un departamento distinto o una persona distinta que no deber saber nada de mi caso porque me vuelve a pedir la misma documentación que les he facilitado ya 4 veces

Dear Casinia Casino,

Could you please provide an update regarding the player’s withdrawal? The stated processing period of three to five business days has already elapsed, yet the funds have not been received. Based on the player’s feedback, it appears that additional verification procedures may be in progress.

We would appreciate your clarification on the matter at your earliest convenience.

Dear Casape95,

We understand the frustration caused by the delay and the repeated requests for documentation. We sincerely apologize for any inconvenience this may have caused.

Please note that the account in question has now been successfully verified, and the payment has been processed. The funds should arrive shortly, depending on the payment method and the processing times of the financial provider.

We appreciate your patience and understanding throughout this process.

Kind Regards,

Casinia Casino Team.

Dear Casape95,

Could you please confirm whether you have received the funds from the casino?

I look forward to your response.

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

Dear Casape95,

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,

Stefan