Casinia Casino - La retirada del jugador se ha retrasado.

The casino has owed me €200 for months and hasn't paid me. They're asking for a February card statement, and I sent it to them. They say the document doesn't have the bank logo or my name, but it's the official document issued by my bank. I've asked the bank for a more complete document, but they don't have it. I've offered to send an official certificate proving that I'm the cardholder, but they ignore me, and I'm not willing to record a video of the app downloading the certificate.

El casino me debe 200€ desde hace meses y no me paga. Me pide un extracto del mes de febrero de la tarjeta y se lo he enviado. Dicen que el documento no tiene el logo del banco ni mi nombre pero es el documento oficial que expide mi banco. Les he pedido al banco un documento más completo y no lo tienen. Me he ofrecido a mandar un certificado oficial de que soy el titular de la tarjeta pero me ignoran así como grabar un video de la app descargando el certificadi.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask a few follow-up questions to better understand your situation.

• When you review your bank statement, does it include any personal information—such as your full name or account number—that could help the casino confirm the document belongs to you?
• Have you tried visiting your bank in person to request an official bank statement that includes your personal details and the bank’s logo or stamp?
• Alternatively, do you have access to an internet banking app that displays both your transaction history and personal information clearly?

Please note that if you're unable to provide a document confirming that the deposits were made from your own personal bank account, the casino may not be able to fully verify your account and proceed with the payout.

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I've done all of that. I've given them everything the bank can give me. I've even offered to send screenshots to my bank account where they tell me they can't give me any other documents. I've sent them a photo of my card, a statement, and offered to give them a certificate for my card that costs €10. What would you do in my place? I can't create a document the bank doesn't have. They paid me €1,000 without asking for any verification, and now they're coming up with this? It doesn't make sense.

He hecho todo eso, yo les he dado todo lo que me puede dar el banco. Les he hasta ofrecimiento mandar capturas con mi asesor de la entidad bancaria donde me dice que no pueden darme otro documento. Le she mandado foto de mi tarjeta, extracto de la misma y me he ofrecido a darles un certificado de mi tarjeta que cuesta 10€. Qué haría usted en mi lugar? No puedo crear un documento que el banco no tiene. Ellos me han pagado 1000€ sin pedirme absolutamente ninguna verificación y ahora vienen con esto? No tiene sentido

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

Hi, I've already forwarded the conversations to you. Thanks.

Hola, ya hmte he reenviado las conversaciones. Gracias

Could you please specify the name of the bank where you hold your account?

The casino needs to verify your bank statement for the month of February, and the document must clearly display the following information:

• Your full name
• All incoming and outgoing transactions
• All deposits made to your gaming account

Please note that these are standard requirements from the casino. Without such a statement, the casino will not be able to complete the verification process and issue your withdrawal.

The casino has already told me this four times in the email. My bank is CaixaBank, and it doesn't issue any other statement. I can send you a copy of the conversation with my advisor. Do you think they'll create a specific statement like I did, or does the casino want it? I've also offered to send them a video of how I download an extract from my bank... What else can I do?

Eso ya me lo ha dicho el casino cuatro veces en el correo, mi banco es caixabank y no emite otro extracto que ese. Puedo mandarle una copia de la conversación con mi asesora. Piensas que van a crear un extracto especifico como yo o el casino quiere? También me he ofrecido a mandarles un video de como descargo un eztracro desde mi banco... Que más puros hacer?

If you are unable to download a bank statement containing all the required information from your online banking app, please visit your bank branch in person and request an official bank statement. This statement should include the bank’s stamp and signature, and all your personal details should be clearly visible.

But you work for the casinos or a supposed real arbitration?

Have you read the entire conversation with the casino that I sent you?

You're talking to me just like they do, I'm starting to think you're part of the casino.

I've offered to provide an official certificate confirming that the card is mine. Why isn't this document valid? The bank told me that if I go, they'll give me the same thing I generated online? What else can I do? Do you think this situation is fair, and do you think they want to steal my money?

These casinos only want losers and you are taking their side in a clear abuse.

Pero usted trabaja para los casinos os un supuesto arbitraje real?

Ha leído toda la conversación con el casino que le he mandado?

Me está hablando igual que lo hacen ellos, empiezo a pensar que usted es parte del casino.

Me he ofrecido a dar un certificado oficial que afirma que la tarjeta es mía, por qué este documento no es válido? En el banco me han dicho que si voy me van a dar lo mismo que se genera on line? Qué más puedo hacer? A usted le parece justa esta situación y que se quieran apropiar de mi dinero?

Estos casinos solo quieren perdedores y ustedes se están poniendo de su parte en un claro abuso

Please rest assured that we at Casino.Guru are independent mediators who do not work for the casino. Our role is to help players resolve disputes and ensure that casinos follow their own terms and legal obligations. We are not taking sides with the casino, but we must also explain the verification requirements they have in place. These requirements exist to prevent fraud and verify that funds are sent to the rightful account holder.

Please forward me the copy of your conversation with your advisor, and also the video showing that this is really the bank statement you download from your banking app. My email address is veronika.f@casino.guru.

Hi Veronica, I've emailed you the videos and screenshots you asked for.

Thank you for your time and mediation. Sorry for the previous message, but as you can understand, I've been dealing with this problem for months, and it's quite frustrating to be asked for something you can't get with the sole intention of making payment difficult.

Hola Verónica, Te he mandado al correo los vídeos y las capturas que me has pedido.

Gracias por tu tiempo y mediación, perdona por el mensaje de antes pero como puedes entender llevo meses con este problema y es bastante frustrante que te pidan una cosa que no puedes conseguir con la única intención de dificultar el pago.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear Somachigun9,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casinia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casinia Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

It's not a discharge that they have to process, the problem is that they don't want to pay me.

No es ninguna baja lo que tienen que procesar, el problema es que no me quieren pagar

Dear Somachigun9,

Thank you for your patience.

Kindly note to provide transaction history for CC*4027 showing all incoming and outgoing transactions made for the period of February including deposits to the Casino in order to complete the verification process.

If you have additional questions, do not hesitate to contact us.

Kind Regards,

Casinia Casino

I've sent it to them four times already, here in the thread that they haven't read everything is explained, I've even sent a video to casinoguru showing how to download the certificate from my bank app

Se lo he mandado cuatro veces ya, aquí en el hilo que no se han leído viene todo explicado, hasta le he mandado un video a casinoguru viendo como descargo el certificado desde mi app del banco

Dear Somachigun9,

We would like to inform you that the requested document was uploaded twice, with the most recent upload on July 10.

Kindly re-upload the correct document via the Verification tab in your account.

Thank you for your cooperation.

Kind Regards,

Casinia team

I've emailed it to you several times, and it's always the correct one because it's the official one issued by the bank. I've proven this with the video I sent to Casino Guru, and you've refused to watch it again.

I will upload the document again anyway to see if they are now kind enough to finally accept it and pay me my money.

Se lo he mandado otras tantas veces por correo electrónico y siempre es el correcto porque es el oficial que expide el banco. Lo he demostrado con el video que he mandado a casino guru y ustedes se van negado otra vez a verlo.

Volveré a cargar el documento aun así a ver si ahora son tan amables de por fin darlo de paso y pagarme mi dinero

Dear Somachigun9,

We kindly inform you that the pdf file of the Transaction History that you uploaded, should be in hard copy format with a bank stamp since bank name is not visible on the file you provided.

Thank you for your patience and cooperation.

Kind Regards,

Casinia Casino team

I've told them many times that it's the receipt the bank provides me, and they don't have any other. I can't order the bank to use a form they don't have.

I've offered them on several occasions a video showing how to download the receipt from the bank's official website, a certificate proving that I'm the cardholder, and a copy of the conversations with my bank advisor where they explained that they had no other receipt to give me.

You've ignored all this, but casino guru has seen it.

I repeat, you don't pay me because you don't want to, as far as I'm concerned you are scammers and I will continue to spread this warning as I have already done here, on Trustpilot and various casino platforms.

Les he dicho un montón de veces que es el justificante que me proporciona el banco y no tiene otro. No puedo ordenar al banco que usen un formato que no tienen.

Les he ofrecido en diversas ocasiones un video de como se descarga el justificante de la web oficial del banco, un certificado de que soy el propietario de la tarjeta así como copia de las conversaciones con mi asesora bancaria donde me explica que no disponen de otro justificante para darme.

Ustedes han ignorado todo esto, pero casino guru lo ha visto.

Repito, ustedes no me pagan porque no quieren, por lo que a mi respecta son scamers y seguiré difundiendo este aviso como ya he hecho aquí, en trustpilot y diversas plataformas de casinos

Dear Somachigun9,

Please understand that the casino must adhere to certain standards set by its regulatory body. A simple list of transactions in a PDF file cannot be considered sufficient proof or substantiating evidence - particularly since the document you provided lacks the necessary metadata to validate its authenticity.

It is also difficult to believe that a large financial institution such as CaixaBank would issue confirmation letters or statements in such a poor format. To verify this, I checked online for examples of CaixaBank movement statements and can confirm that they differ significantly from the file you submitted.

Furthermore, in the videos you provided to demonstrate the procedure for obtaining the statement, you showed the download process but did not show the opening of the file that was just downloaded. In addition, the size of the downloaded file does not match the size of the file you provided in your email.

At this stage, we have reasonable grounds to believe that the file provided is not the actual document downloaded from your online banking application. To resolve this concern, I kindly ask you to record a new video showing the entire process: obtaining the statement, downloading it, and then opening the downloaded file directly from your browser’s download history. Please send the recording to my email address at jakub.m@casino.guru.

Thank you for your understanding and cooperation.

Of course, I'll be happy to do so.

I don't understand why they want to make me look like a liar. What interest would I have in not sending the real file? I can even provide proof that I'm the card owner. I've sent them a photo of it and can prove it's mine. The payment was made with that card.

However, I will send you the video you asked for, I hope that you do not do justice and demonstrate that you are an objective organization.

Por su puesto, lo haré encantado.

No entiendo que me quieran dejar a mi por mentiroso, qué interés voy a tener yo en querer no enviar el archivo real? Si puedo facilitar hasta un certificado de que soy el propietario de la tarjeta, les he enviado la foto de la misma y puedo demostrar que es mía. El pago se hizo con esa tarjeta.

No obstante, voy a enviarles el video que me piden, espero que no esto ustedes imparten justicia y demuestren que son un organismo objetivo

Dear Somachigun9,

Thank you for providing the requested recording. I can confirm that the method of obtaining the document appears to be legitimate. I have already contacted the casino representative directly to ensure that the issue is properly escalated to the relevant departments.

At this stage, I'm awaiting their statement regarding the recording and the confirmation of the document’s legitimacy. Once I receive their response, I'll be able to determine the next steps. I will keep you updated on any developments throughout the process.

Thank you for your patience.

Thank you very much for the management, greetings

Muchas gracias por la gestión, un saludo

Dear All,

As already mentioned, kindly be informed that we are waiting for the customer to upload the relevant document with a bank stamp since bank name is not visible on the file provided.

The last upload of a document occurred 8 days ago.

Dear Somachigun9,

Kindly be informed that we need a Transaction History (not ownership of the card) with a stamp of your bank, since no name of a bank is visible on the statement you provided.

Once you have uploaded the required document, please let us know so we can review it as a top priority.

Thank you fin advance.

Kind Regards,

Casinia Casino team

Are you kidding me? Didn't the casinoguru agent just tell you that the document is legal and downloaded from the bank? Are you really going to steal my money like this?

I will not provide any other document since I have proven that the one provided is the real and official one issued by my bank, as confirmed by casinoguru.

I'm going to upload the official document one last time, it's your decision whether to pay me or take my money.

If you choose to keep the money, I will take appropriate measures, not only for the €200, but because if there is a casino that scams its customers in an attempt to win, it is only fair that it reaches as many people as possible and prevents these abuses.

Pero me están tomando el pelo? No les acaba de decir el agente de casinoguru que el documento es legal y descargado en el banco. De verdad vais a robarme el dinero de esta manera?

No voy a proporcionar ningún otro documento diferente ya que he demostrado que el aportado es el real y oficial expedido por mi banco como así corrobora casinoguru.

Voy a volver a cargar el documento oficial por última vez, es decisión de ustedes pagarme o apropiarse de mi dinero.

Si ustedes optan por quedarse con el dinero tomaré las medidas oportunas no solo por los 200€, si no porque si hay un casino que scamea a sus clientes por ganar es justo que llegue a la máxima cantidad de gente posible y evitar estos abusos.

Dear Somachigun9,

We understand your concern regarding your balance, please note that your money are safe with us.

Please note that certain procedures must be followed by the relevant department.

Additionally, we would like to draw your attention to the Terms & Conditions which you accepted upon registration:

5.1 :You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.3 :You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Therefore, according to the aforementioned article, we kindly ask you to proceed with uploading the required document in order to proceed with the verification of your account:

• Provide transaction history for 476664**4027 in its original PDF FORMAT, as downloaded from the bank, showing all transactions made for the period Full February Including deposits to us. It must show bank logo (or bank stamp) and account holder's name.

Thank you for your cooperation.

Kind Regards,

Casinia Casino team

The problem is that I can't provide the document they asked for. If the bank can't process that format, what can I do?

They're asking me for the impossible. It's as if, given their terms, they're now telling me I need unicorn blood to withdraw my money.

You're being absurdly relentless. We've given you, both the SST platform and I personally, various options to prove that the card is mine and that the document is authentic, but you don't want to accept it, either out of stubbornness or simply because you don't want to pay.

I am left to the sword of the casinoguru resolution.

El problema es que yo no puedo proporcionar el documento que me han pedido. Si el banco no tiene capacidad de expediente ese formato qué puedo hacer yo?

Me están pidiendo un imposible. Es como si en sus condiciones me dice ahora que necesito sangre de unicornio para poder sacar mi dinero.

Ustedes se están cerrando en banda de una manera absurda, les hemos dado tanto de sst plataforma como yo personalmente diversas opciones para demostrar que la tarjeta es mía y que el documento es veraz que no quieren admitirlo, o bien por cabezoneria o simplemente porque no quieren pagar.

Quedo a la espada d ela resolución de casinoguru

Dear Casinia Casino,

Thank you for your clarifications. I fully understand the requirements that must be met during a player’s verification process.

That said, it seems we have reached an impasse. The player has provided a transaction list from his bank. Although it initially appeared unusual, he has since demonstrated its validity by sharing a screen recording from his online banking, showing exactly how the document was generated. I have also reviewed similar complaints involving CaixaBank statements, and they appear consistent with the one provided here.

In many cases where players verify payment methods such as e-wallets or crypto wallets, screenshots or recordings are accepted as valid proof of ownership. In light of this, I would like to kindly ask whether it would be possible to accept this player’s recording as sufficient proof for the verification process. Having personally reviewed the recording, I can confirm that the document appears to be valid and legitimately obtained from the official online bank system.

Would you be willing to take this additional step and review the recording so the player may proceed with verification, given that his bank is unable to issue the document in the format originally requested?

Thank you very much for your cooperation and consideration.

Dear All,

After thorough review from the relevant department, we kindly inform you that if uploading the original PDF file is not possible, we will accept screenshots of the online banking application.

Thank you for your patience and cooperation.

Kind Regards,

Casinia Casino team

Hello :

I've already added the PDF document with screenshots of all the transactions made with my card during the month of February of this year.

Hoping that it is to your satisfaction, I remain at your disposal for any clarification.

Sincerely, Javier

Hola :

Ya he añadido el documento en formato pdf con capturas de todos los movimientos realizados con mi tarjeta durante el mes de febrero del presente año.

Deseando que sea de su conformidad, quedo a su disposición para cualquier aclaración

Atte, Javier

I am proceeding to send the new document requested today with movements from January as well.

Procedo al envio del nuevo documento pedido con el día de hoy con movimientos de enero tambien

I also resent the photo of the card. I had already sent it to you and it was approved, but I'm sending it to you again.

All the best

Reenviado también la foto de la tarjeta, la misma ya se la había mandado en su día y fue aprobada pero se lo vuelvo a mandar.

Un saludo

Dear Somachigun9,

Thank you for providing us with the documents.

Only the first 6 and last 4 digits of the card number should be visible. The middle 6 digits and the CVV code must be fully covered for security reasons.

Please keep in mind that submissions with uncovered sensitive information will not be accepted.

Thank you for your cooperation and patience.

Kind Regards,

Casinia Casino team

Hello, the document I sent you yesterday met these requirements, I don't understand the rejection.

On the other hand, this photo of the card has already been sent to you. I sent it in June and it had been accepted by you.

Hola, el documento que les envié ayer cumplía con estos requisitos, no entiendo el rechazo.

Por otro lado, esta foto de la tarjeta ya se la. Envié en junio y había sido aceptada por ustedes

Hello, I sent the documents again yesterday and they have not been approved.

Let's see if you are so kind as to validate them.

Hola, ayer envié los documentos nuevamente y no han sido aoeoavdisr aprobados.

A ver si si tan amables de validarlos

Dear Casinia Casino,

Could you please confirm whether you have received the requested documents and had the opportunity to review them?

Thank you for your assistance.

The documents have already been approved, now I'm waiting for the withdrawal.

All the best

Los documentos ya han sido aprobados, ahora estoy esperando la retirada.

Un saludo

Dear Somachigun9,

Your account has been verified successfully.

We kindly inform you that the relevant department has been notified in order to prioritize your withdrawal.

Moreover, we would like to assure you that we will notify you promptly once the withdrawal is completed.

Thank you for your patience and understanding.

Best regards,

Casinia casino Team

Dear  Somachigun9,

I hope this message finds you well.

We are pleased to inform you that your withdrawal request has been successfully completed.

Kind Regards,

Casinia Casino Team

Thank you, I received it.

Many thanks to casino guru for the mediation.

Gracias, lo he recibido.

Muchas gracias a casino guru por la mediación.

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

Dear Somachigun9,

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,

Kubo