Casinia Casino - La retirada del jugador se ha retrasado.

Hello, I've been waiting three weeks for my withdrawals to be processed. The casino's policy states that withdrawals take 3-5 days to process. I've been waiting since the 25th and they still haven't been processed.

Buenas, llevo esperando 3 semanas para que se procesen mis retiros. En la política del casino pone que tardan de 3-5 días en procesar los retiros. Llevo desde el 25 esperando y no se procesan.

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Dear Pizo15,

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 fully understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before?
• Could you please show the current status of your withdrawal request? Please upload a screenshot of your withdrawal history directly to this thread.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

If my account shows as verified.

No, my earnings don't come from a bonus.

If I have previously made a withdrawal and it was successful.

I'm uploading screenshots.

Si mi cuenta sale verificada.

No mis ganancias no provienen de bono

Si anteriormente he realizado algún retiro y ha sido exitoso.

Subo capturas.

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 Pizo15,

We regret to learn about your experience.  

Following a review of your account in relation to your concerns, we noted, that your withdrawals were canceled on your part, and these requests were canceled prior to processing, the funds remained in your account and were appropriately utilized.

Please be advised that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:  

• 5.2:- We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

• 6.16:- The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

We trust that this information will assist in clarifying the matter for you.  

Should you require any additional assistance, please do not hesitate to reach out to our team. 

Our team extends its best wishes for your future endeavors. 

Warm regards, 

Casinia Casino team.

Dear Casinia Casino,

Thank you for the explanation.

To ensure transparency, we kindly ask the player to confirm whether the refunded amount has indeed appeared in their gaming account as stated.

Dear Pizo15,

Please request a withdrawal and give us an update in a week.

Terrible experience with this casino. There's no money left because I gambled it all away out of desperation. They blocked my withdrawals, I contacted them, and they told me I had to upload some documents—they didn't even specify what they were—and that they had to conduct an internal investigation. After waiting a month, I gambled everything away. They still haven't sent me the documents to verify my account, but I don't even want to bother verifying it anymore. I'm not putting another penny into this casino.

Experiencia malísima con este casino. Efectivamente no hay dinero porque me lo jugué ya por desesperación. Me bloquearon los retiros, me puse en contactos y me decían que tenía q subir unos documentos que no me decían ni cuáles eran y q tenían q hacer una investigación interna. Después de esperar un mes me lo jugué todo. Aún siguen sin mandarme los documentos para verificar la cuenta pero ya no quiero ni verificar. No pienso meter un duro más en este casino.

You can close the incident

Podéis cerrar la incidencia

Unfortunately, since the funds were lost during regular gameplay, there is no further action we can take in your case. Please understand that the player is solely responsible for managing their account, balance, and gameplay.

While we acknowledge your frustration and agree that the situation could have turned out differently had the withdrawals been processed earlier, we are unable to ask the casino to refund winnings that were voluntarily lost during gameplay. We will now close this complaint.

We truly wish we could assist you further, but sadly, that’s not possible in this case.