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