Casinia Casino - El retiro del jugador se retrasa.

Hello, I made three withdrawals of €500 each on November 28th, 29th, and 30th.

Apart from these €1500 pending withdrawal, I have €2000 in my account.

It has been 14 days, and the money has not yet arrived in my account.

buenas, hice 3 ritos de dinero de 500 € cada retiro, los dias 28/29/30 de noviembre.

A parte de estos 1500€ que tengo en retiro, tengo 2000€ en la banca.

Ya han pasado 14 dias y no me ha llegado el dinero a mi cuenta

Dear Snake97,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• 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.

No, this is my first time doing a withdrawal.

I don't know what KYC verification is, but the account tells me that it doesn't require verification at the moment, so it's verified.

And finally, at no time have I used any voucher

No, es la primera vez que realizo un retiro.

La verificacion KYC no se que es pero la cuenta me pone que por el momento n onecesita verificacion, vamos que esta verificada.

y por ultimo en ningun momento he echo servir ningun bono

Days keep passing and the withdrawal still hasn't arrived

Siguen pasando los dias y el retiro sigue sin llegar

Thank you for your reply, Snake97. Could you please advise us on the current status of your withdrawal request(s)? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello good,

in the withdrawals puts under review.

I have contacted the casino many times, they always give me the same answers.

I will send the communication to the marked email right now.

Buenas,

en los retiros pone bajo revision.

Me he comunicado con el casino muchas veces, siempre me dan las mismas contestaciones.

Ahora mismo envio la comunicación al correo marcado

Thank you very much, Snake97, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Snake97,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear all ,

Kindly be informed that customer withdrawals are already complete and paid out on our side.

Best Regards

Casinia Team

Dear Snake97,

Could you please confirm, you have received the withdrawals?

Thank you.

They are already received.

Now I'm waiting for other withdrawals, let's see how long they take...

Ya estan recibidos.

ahora estoy esperando otros retiros, a ver cuanto tardan…

Dear Snake97,

Could you please confirm, if you received the full disputed amount by now?

Thank you.

Dear Snake97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.