Casinia Casino - La solicitud de retiro del jugador se retrasa y la cuenta está restringida.

Hello,

I deposited €143 on April 1, 2025 for a 350% bonus up to €500.

Real money and bonuses are separate at this casino. I couldn't win anything with the real money, but then I activated the €500 bonus and, after meeting the wagering requirements, was able to win €3,637.

I already requested a withdrawal of €500 on April 4, 2025. I haven't been able to request any further withdrawals because the casino has blocked them. The withdrawal has therefore not been processed for 19 days.

Documents have already been requested for verification. I uploaded them to my account some time ago. So far, all documents have been accepted.

However, there are problems with the Jeton payment method.

I've already uploaded a Jeton account statement for the past 6 months. Now I'm being asked for additional documents about how I topped up my Jeton account.

The Jeton account statement for the last 6 months shows how the account was funded, and I have informed the casino that all deposits and withdrawals come from casinos.

I didn't have to top up my Jeton account myself because I had enough funds available.

I hope you can help me with this case. Thank you very much.

Best regards

Ramona ****

Hallo,

ich habe am 01.04.2025 143€ für einen 350% bis zu 500€ Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Mit dem Echtgeld konnte ich nichts gewinnen, danach habe ich den 500€ Bonus aktiviert und konnte nach Erfüllung der Umsatzanforderungen 3637 € Gewinnen.

Ich habe bereits am 04.04.25 1x500€ zur Auszahlung beantragt. Ich konnte keine weiteren Auszahlungen beantragen, weil diese vom Casino blockiert werden. Die Auszahlung wurde somit seit 19 Tagen nicht bearbeitet.

Es wurden schon Dokumente für die Verifizierung angefordert. Diese habe ich bereits vor einiger Zeit in meinen Konto hochgeladen. Es wurden soweit alle Dokumente akzeptiert.

Es gibt aber Probleme mit der Zahlungsmethode Jeton. 

Ich habe bereits ein Jeton-Accountstatement der letzten 6 Monate hochgeladen. Jetzt werden zusätzliche Dokumente angefordert, wie ich mein Jeton-Konto aufgeladen habe.

In dem Jeton Account-Statement der letzten 6 Monate ist ersichtlich, wie das Konto aufgeladen wurde und dem Casino habe ich mitgeteilt, dass alle Ein- und Auszahlungen von Casinos stammen.

Ich musste mein Jeton-Konto selber nicht aufladen, da genügend Geldmittel zur Verfügung standen.

Ich hoffe Sie können mir in diesem Fall helfen. Vielen Dank.

Viele Grüße

Ramona ****

Dear Sushi90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when you topped up your Jeton wallet using your funds outside of your winnings from online casinos, to your knowledge?
• Have you explained to the casino where your income comes from?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thanks for your help.

Can you please explain when, to your knowledge, you topped up your Jeton wallet with funds other than your online casino winnings?

I last topped up my Jeton account with €100 via bank transfer on April 15, 2025.

Have you explained to the casino where your income comes from?

I sent the casino a Jeton account statement for the past 6 months. I explained to the casino via email where my income comes from (casino winnings).

I have sent you the screenshots and the email conversation via email.

Hallo Tomas,

danke für deine Hilfe.

Können Sie bitte erklären, wann Sie Ihr Jeton-Wallet Ihres Wissens nach mit Guthaben aufgeladen haben, das nicht aus Ihren Gewinnen aus Online-Casinos stammt?

Ich habe zuletzt am 15.04.25 100€ per Banküberweisung mein Jeton-Konto aufgeladen.

Haben Sie dem Casino erklärt, woher Ihr Einkommen stammt?

Ich habe dem Casino ein Jeton-Account-Statement der letzten 6 Monate gesendet. Ich habe dem Casino per E-Mail erklärt, woher mein Einkommen stammt (Gewinne von Casinos).

Die Screenshots und die E-Mails-Conversation habe ich Ihnen per E-mail zugesendet.

Thanks for your reply.

Did the casino accept your explanation of the source of funds?

Please let me know.

Hello Tomas,

Unfortunately, the explanation of the origin of the money was not accepted.

The casino still requires proof of how my Jeton account was funded.

I have already informed the casino that all transactions are casino deposits and withdrawals.

I last topped up my Jeton account via bank transfer on April 15th. I sent the corresponding documents to the casino today. This should make it clear that this is my account, and the verification should finally be completed.

Hallo Tomas,

leider wurde die Erklärung zur Herkunft des Geldes nicht akzeptiert.

Das Casino fordert nach wie vor Nachweise wie mein Jeton-Konto aufgeladen wurde.

Ich habe dem Casino bereits mitgeteilt, dass alle Transaktionen Ein- und Auszahlungen von Casinos sind.

Mein Jeton-Konto selbst habe ich zuletzt am 15.04. per Banküberweisung aufgeladen. Die Dokumente dazu habe ich dem Casino heute zugesendet. Somit müsste klar sein, dass dies mein Konto ist und die Verifizierung sollte ja somit endlich abgeschlossen werden können.

Thanks for your reply.

Has the casino accepted the newly submitted proof?

Were you asked to submit any proof that the Jeton account has been funded by your winnings from other online casinos?

Hello Tomas,

The casino requires:

Please upload the transaction history of the payment method you used to fund your Jeton account on March 25, 2025 at 2:08:37 PM.

This shows all deposits and withdrawals, including top-ups.

I found out that this was a withdrawal (€2,000) from 55bet to my Jeton account. Unfortunately, I can no longer log into my 55bet account because I'm blocked. However, Casinia wants a screenshot of this specific transaction.

I contacted 55bet via email and asked them to provide me with a complete transaction history from my account there.

I hope I receive this proof soon so I can forward it to Casinia.

Best regards

Hallo Tomas,

Das Casino fordert:

Bitte laden Sie den Transaktionsverlauf der Zahlungsmethode hoch, mit der Sie Ihr Jeton-Konto am 25.03.2025 um 14:08:37 Uhr aufgeladen haben.

Dies zeigt alle Einzahlungen und Abhebungen, einschließlich der Aufladung.

Ich habe herausgefunden, dass es sich dabei um eine Auszahlung (2000€) von 55bet auf mein Jeton-Konto handelt. Leider kann ich mich in meinem 55bet Konto nicht mehr einloggen, da ich gesperrt bin. Casinia möchte aber einen Screenshot zu diesem bestimmten Transaktion haben.

Ich habe 55bet per E-mail kontaktiert und darum gebeten, mir einen gesamten Transaktionsverlauf von meinen Konto dort zukommen zu lassen.

Ich hoffe ich erhalten diesen Nachweis bald, damit ich es Casinia weiterleiten kann.

Viele Grüße

Thank you very much, Sushi90, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Sushi90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinia Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear all,

Please be informed that we are currently awaiting the documents solicited on the verification tab of the player's account. Once the correct documents have been provided, and the account has been successfully verified, we will continue with the withdrawal process.

Best regards,

Casinia.com

Thank you for the update Casinia Casino representative.

Dear Sushi90, was it possible for you to acquire the transaction history from your 55bet account? Thank you for your clarification!

Hello Peter,

Unfortunately, I no longer have access to my 55bet account. However, I am currently in contact with this casino via email, and I hope 55bet will email me the transaction history. As soon as I receive it, I will forward it to you and to Casino Casinia.

Best regards

Hallo Peter,

leider habe ich keine Zugriff mehr auf mein 55bet-Konto. Ich stehe momentan mit diesem Casino aber per E-mail in Kontakt und ich hoffe 55bet schickt mir den Transaktionsverlauf per E-Mail zu. Sobald ich diesen erhalten habe, werde ich diesen an Sie und an das Casino Casinia weiterleiten.

Viele Grüße

Hello again,

I haven't received any transaction history from 55bet yet. I no longer have access to my 55bet account.

However, I sent Casinia my withdrawal confirmation from 55bet via email. It shows that the €2,000 came from 55bet. Casinia wanted information about where this deposit into my Jeton account came from.

That should be enough for Casinia to finally accept the verification.

Hallo nochmal,

Ich habe bis jetzt keinen Transaktionsverlauf von 55bet bekommen. Auf mein 55bet Konto habe ich keinen zugriff mehr.

Ich habe jedoch Casinia meine Auszahlungsbestätigung von 55bet per E-mail gesendet. Darauf ist ersichtlich, dass die 2000 € von 55bet stammen. Casinia wollte die Information woher diese Einzahlung auf meinen Jeton-Konto stammt.

Dass müsste ja reichen, damit Casinia die Verifizierung nun endlich aktzeptiert.

Dear Sushi90,

Please make note to log in to the Verification Tab on your account to upload the required documents directly on your account. This option allows for a quicker and more efficient submission process.

Once these documents are verified by the relevant department, you will receive an update via the same Verification Tab to see if any other documents are needed.

We appreciate your cooperation with this.

Best regards,

Casinia.com

Hello Casinia Casino,

I've uploaded the required documents to my account again. You should already have them. I hope we can complete this quickly.

Hallo Casinia-Casino,

Ich habe Ihnen nochmal die erforderlichen Dokumente in meinen Konto hochgeladen. Diese müssten Sie aber bereits haben. Ich hoffe wir können dies nun schnell abschließen.

Hello Sushi90,

The relevant details have been provided to the verification department so they can verify the documents uploaded to your account, we appreciate your patience while they work on this for you.

Best regards,

Casinia.com

Dear all,

Thank you for your patience!

Please be informed that we are still looking into the matter and will provide updates as soon as possible.

Best regards,

Casinia team

Hello Sushi90,

Please note that your account has been verified with all the documentation sent, you are now able to request your withdrawals once again, and they will be processed in the nearest time.

Best regards,

Casinia Team.

Thank you very much for the update Casinia Casino representative.

Dear Sushi90, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Peter,

Casinia has indeed started paying out. The full amount hasn't been paid out yet, as I can only request €500 once per day. I'm hopeful I'll receive the entire amount.

Thank you very much for your help and cooperation!

Hallo Peter,

Casinia hat tatsächlich begonnen auszuzahlen. Der gesamte Betrag wurde noch nicht ausbezahlt, da ich jeden Tag nur 1x 500 Euro beantragen kann. Ich bin guter Hoffnung, dass ich alles erhalten werde.

Vielen Dank für die Hilfe und die Zusammenarbeit!

Dear Sushi90, Thank you very much for the update. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

Dear Sushi90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We’ve reopened this complaint at the request of Sushi90. We received the following message:

Hello Peter, i apologize for the late reply.

I already wrote and sent a reply a few days ago.

Something must have gone wrong.

I am happy to announce that Casinia has paid everything to me!

Thank you again for the help and cooperation!

Dear Sushi90,

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,

Peter