Casinia Casino - Los retiros de los jugadores se retrasan debido a la verificación KYC.

Twenty days ago, I won a prize of almost €10,000. I requested three withdrawals of €800 each via card, as that was the maximum allowed. The first withdrawal was on June 7, 2026, and the other two on the 8th and 9th of the same month. On June 10, 2026, my withdrawals were blocked. When I contacted casino support, they told me they were investigating my account because it required KYC verification. However, this wasn't indicated on the website. Since then, I've contacted them numerous times, and the response I always received was that the relevant department was working on my case and that they would contact me via email, without clarifying how long it would take or what documents I needed to provide. I've been waiting for over 14 days for the email requesting my documents to unblock my withdrawals and complete the verification. I'm reaching out to you for help with my case. I've attached screenshots of some relevant conversations and the withdrawals. pending, thank you.

Hace 20 días gané un premio de casi 10000€, solicité 3 retiros a través de tarjeta de 800€ cada uno ya que era el máximo que me permitían, el primero de ellos el 07/06/2026 y los otros dos el 08 y 09 del mismo mes, el día 10/06/2026 me bloquearon los retiros, al contactar con el soporte del casino me indicaron que estaban investigando mi cuenta por que requería verificación kyc, sin embargo en la web eso no aparecía así, desde entoces he estado contactando con ellos en numerosas ocasiones y la respuesta que siempre recibí fue que el departamento correspondiente está trabajando en mi caso y que contactarán conmigo vía email, sin aclararme cuanto tiempo tardarán en contactarme ni que documentos debo de aportar, llevo ya más de 14 días esperando el correo en el que solicitan mis documentos para poder desbloquear mis retiros y completar la verificación, acudo a vosotros en busca de ayuda con mi caso, adjunto capturas de pantalla de algunas conversaciones relevantes y de los retiros pendientes, gracias.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

To date, I haven't sent any verification documents because they've never asked for them. My problem is that I've been waiting 20 days for them to request the documents for verification, and they still haven't. I understand that KYC is an important and necessary process, which is why I offered to send my documents in advance, but their response was that it wouldn't do any good because they hadn't requested them yet. However, since they haven't even sent me an email requesting the KYC documents or activating the website for verification, I can't do anything but wait for an email that they say will arrive soon, but it's already been 20 days. That's why I decided to contact you to see if you can help me.

Hasta la fecha no he enviado ningún documento de verificación por qué nunca me lo han pedido, mi problema es que llevo 20 días esperando a que me pidan los documentos para verificar y no me los piden todavía, entiendo que kyc es un proceso importante y necesario por eso les propuse enviar mis documentos en adelanto pero su respuesta fue que no serviría de nada por qué aún no me los habían pedido, pero como aún ni si quiera me han enviado un correo en el que me pidan los documentos de kyc o me activen la web para realizar la verificación no puedo hacer nada más que esperar un correo que dicen que llegará pronto pero ya llevan 20 días, por eso decidí contactaros para ver si podéis ayudarme.

I received the KYC verification email and uploaded my documents to the website. I'm still waiting for my funds and will keep the case open until I receive them.

He recibido el correo de verificación kyc y he subido mis documentos en la web, sigo a la espera de mis fondos, seguiré con el caso abierto hasta que los tenga.

I'm updating the case: when uploading the documents, one of them doesn't appear to be sent correctly. When I contacted support, they said they have everything they need, but the verification request remains. I understand that if this notification remains for 30 days, my account could be closed, but I'll wait for the notification to disappear.

Actualizo el caso, al subir los documentos uno de ellos no aparece que se envíe correctamente, al contactar con el soporte dicen que tienen todo lo que necesitan, pero no desaparece la solicitud de verificación, tengo entendido que si está notificación permanece 30 días mi cuenta podría ser cerrada, aún así esperare a que desaparezca la notificación.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello, I have already contacted you by email.

Hola, ya he contactado contigo por correo.

I want to inform you that 2 out of 3 withdrawals have been cancelled without prior notice or explanation.

Quiero informar de que me han cancelado 2 de los 3 retiros sin aviso previo ni explicación

I am updating the case: on June 30th I sent the document that I could not send through the web to the email support@casinia.com On July 4th, they replied to another email I sent explaining the problem I was having sending the document, saying the following: "Your documents sent by email have been successfully received and are currently being thoroughly reviewed by the relevant department." Today I contacted the casino's live support because the website still shows that I sent the document. The response I received was that they are asking me to send the document again by email, which I have already done, so I don't understand the process; they are only adding more delay.

Actualizo el caso: el 30 de junio mandé el documento que no podía mandar por la web al correo support@casinia.com, y el 4 de julio me respondieron a otro correo que envié explicando el problema que tenía para enviar el documento, diciendo lo siguiente "sus documentos enviados por correo electrónico han sido recibidos con éxito y en este momento están siendo revisados minuciosamente por el departamento correspondiente.", hoy he contactado con el soporte en vivo del casino ya que me sigue apareciendo el la web que envíe el documento, la respuesta que recibí es que me piden que envíe otra vez el documento por correo cosa que ya he hecho, por lo que no entiendo el proceso, solo añaden más demora.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Klon2000,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Last update: The documents they requested, both identity verification and bank card ownership verification, were sent and received correctly by the casino, as they indicated in my last communication with them on July 8th. Six days have passed since then, and the verification process is still underway...

Última actualización: Los documentos que me pidieron, tanto verificación de identidad como de titularidad de tarjeta bancaria, fueron enviados y recibidos correctamente por el casino según me indicaron en mi última comunicación con ellos el 8 de julio, 6 días han pasado de eso, sigue en proceso la verificación...

I want to add that my account is apparently verified since they have unlocked my withdrawals, but they haven't sent me any email about it.

Quiero añadir que mi cuenta está verificada aparentemente ya que me han desbloqueado los retiros, pero no me han enviado ningún correo al respecto.

I've requested 2 new withdrawals, let's see how long they take.

He solicitado 2 retiros nuevos veamos cuánto tardan

I want to announce that I've received my first withdrawal, after more than 30 days since June 7th when I tried to withdraw. The verification process took a while, but in the end, everything seems to be in order. Let this post serve as a reminder to anyone who has the same problem: be patient and keep a cool head.

Quiero anunciar que he recibido el primer retiro, después de más de 30 días desde el 7 de junio que intenté retirar, el proceso de verificación tardó lo suyo, pero al final parece que va todo en orden, que sirva este post para cualquiera que tenga en mismo problema, que tenga paciencia y cabeza fría

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.

Hello everyone,

Dear Klon2000,

thank you for keeping me informed about the progress. I am glad to hear that your first withdrawal has already been successfully received and that the situation appears to be moving in the right direction.

Although Casinia Casino has not yet responded directly in the complaint thread, the successful payment is certainly a positive sign. I will keep the complaint open for now and continue monitoring whether the remaining withdrawals are processed without further issues.

Please continue to update me regarding any further withdrawals or if you encounter any new problems.

Thank you for your patience and cooperation.

Dear all,

We would like to update you on the status of this account.

We can confirm that the player’s account is now fully verified. The pending withdrawal requests submitted on July 22, July 23, and July 25 have been accepted and are currently in process.

The funds will be remitted shortly according to standard processing timelines.

Thank you for your patience and cooperation throughout the verification process.

Best regards,

Casinia Casino Team.

The 3 withdrawals are still pending. I want to add that my VIP level has been downgraded, and with that, the maximum amount I can withdraw each day has gone from 800 to 500, meaning it will take even longer to withdraw it all. Currently, I've withdrawn approximately half.

Los 3 retiros siguen pendientes, quiero añadir que me han bajado el nivel vip y con ello la cantidad máxima que puedo retirar cada día ha pasado de 800 a 500, aún más tiempo para sacarlo todo, actualmente he sacado aproximadamente la mitad

Hello everyone,

thank you for the updates.

Dear Klon2000,

thank you for keeping me informed. I understand your concern regarding the reduced withdrawal limit after the VIP level change, as this may affect the time needed to withdraw the remaining balance.

For now, I will keep monitoring the situation. Please continue updating me regarding the pending withdrawals and let me know if any further issues occur.

Thank you for your cooperation.

For the moment everything remains the same, the withdrawals of the 22nd, 23rd and 25th still haven't arrived

Por el momento todo sigue igual,los retiros del 22 23 y 25 siguen sin llegar

The retirement of the 22nd has arrived

El retiro del 22 ha llegado

Hello everyone,

thank you for the update.

Dear Klon2000,

I am glad to hear that at least the withdrawal from July 22nd has now arrived successfully.

Please continue monitoring the remaining pending withdrawals and let me know once the payments from July 23rd and July 25th are also received, or if any further issues occur.

If any of the remaining withdrawals takes longer than two weeks to arrive from the date it was processed, please let me know and I will ask the casino for further clarification regarding the delay.

Thank you for your cooperation.

The withdrawal scheduled for the 23rd arrived today, but I requested €500 and only €488.50 was received. They claim they sent the full €500 and that I should contact my bank or provider, but my bank hasn't charged me any fees. They're washing their hands of it and telling me to contact the provider, but I don't know how.

El retiro del día 23 ha llegado hoy pero solicité 500€ y han llegado 488,5€, ellos dicen que han enviado los 500€ y que hable con mi banco o proveedor pero mi banco no me ha cobrado ninguna comisión, ellos se quitan de enmedio y dicen que hable con el proveedor pero no sé cómo contactar

I've received two more withdrawals in the same way, 488.50 instead of 500. They're going like this now, and I haven't done anything different; I just keep requesting the withdrawals...

Me han llegado 2 retiros más de la misma forma 488,50 en lugar de 500 ya van así y yo no he hecho nada diferente simplemente sigo solicitando los retiros...

Two more than 500 have arrived this time, but the question remains as to why, of the last five, the first three say they sent 500 but only 488.5 arrived.

Han llegado 2 más de 500 está vez bien, queda la duda de por qué de los 5 últimos los 3 primeros dicen que enviaron 500 y llegaron 488,5

Hello everyone,

thank you for the update, Klon2000.

I'm glad to hear that the latest withdrawals have arrived. However, I understand your concern regarding the three withdrawals where €500 was supposedly sent but only €488.50 was received.

Dear Casino,

could you please look into this discrepancy and explain why the player received €488.50 instead of the full €500 for these three withdrawals? In particular, please clarify whether any fees or deductions were applied by the payment provider and, if so, who applied them.

Thank you for your cooperation and clarification.

Dear Samuel,

Thank you for reaching out regarding this matter.

We have reviewed the three transactions in question and can confirm that the full amounts totaling €500 were processed from our end without any deductions.

However, it is possible that the client's card issuer applied additional fees during the currency conversion process. As these charges are determined by the issuing banks and fall outside our control, we kindly recommend that the client contact their card issuer directly for clarification regarding any such fees.

Please note that we neither charge nor influence any fees imposed by banking entities. For further information on our complaints policies, you may review Annex 13 of our Terms and Conditions.

Additionally, as stated in Section 13.9 of our Terms and Conditions:

"You acknowledge and agree that you are contracting exclusively with the Company for provision of all services available on the Website. You agree not to bring any claim or dispute to or against any third party involved in the operation of the Website, including, without limitation, suppliers of software, games, odds, payment providers, payment processors and payment agents."

We hope this helps clarify the breakdown of the payout. Please let us know if you require any further assistance.

Best regards,

Casinia Casino Team.

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

Dear Klon2000,

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,

Samuel