Casinia Casino - Los retiros de los jugadores se retrasan.

Hello, I requested withdrawals of 500 euros each on December 21 and 22. It has been over 14 days, and I have not received anything, nor has the withdrawal been approved; it is still under review. The casino tells me that it might take longer, but they say processing takes between 3 to 5 business days. I have been persistent by contacting the chat, but I still haven't received the money, nor have they asked me to verify my account.

Hola, solicité retiros de 500 euros cada uno, el 21 y 22 de diciembre. Ya han pasado más de 14 días y aún no he recibido nada, ni el retiro ha sido aprobado, sigue en revisión. Desde la casa me dicen que pueden tardar más, pero ellos dicen que se procesan entre 3 a 5 días hábiles, y estoy siendo pesado metiéndome al chat pero sigo sin recibir el dinero, ni me han pedido verificar la cuenta.

Dear caniche7, 

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 that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Am I correct in understanding that you have not submitted any identity documents for verification to this casino yet?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play (e.g. slots, live casino games, sports betting)?

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

Best regards, 

Veronika

Have you made any successful withdrawals before?

No, these are the first ones I do.

Am I correct in understanding that you have not yet submitted any ID for verification to this casino?

Indeed, they have not asked me to send anything, in fact I have asked and it was not necessary.

Have you accumulated your winnings with or without an active bonus?

In real money

What type of games did you play (e.g. slots, live casino games, sports betting)?

Sports betting only

¿Has realizado algún retiro exitoso anteriormente?

No, estos son los primeros que hago

¿Estoy en lo cierto al entender que aún no ha enviado ningún documento de identidad para verificación a este casino?

Efectivamente, no me han pedido que envíe nada, de hecho se lo he preguntado y no era necesario

¿Has acumulado tus ganancias con o sin bono activo?

En dinero real

¿A qué tipo de juegos jugaste (por ejemplo, tragamonedas, juegos de casino en vivo, apuestas deportivas)?

Solo apuestas deportivas

Hello, I have already received the withdrawal, thank you.

Hola, ya he recibido el retiro, gracias.

Dear caniche7,

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, 

Veronika Fritz 

Casino.Guru