Casinia Casino - Los retiros de los jugadores se retrasan.

Hello, I've been trying for about 10 days to withdraw and get a solution for 2 withdrawals, one of 100€ and another of 120€, it always says "in process." The support chat just keeps giving me the runaround, telling me they will forward it to the relevant department, but they don't pay attention. They always give the same responses that seem like they are from bots.

I've read that many other users have had the same issue and they don't provide solutions. I try to verify the account and they tell me I don't need verification, even though they might ask me to verify later and don't give me the option to do it myself, only when they say so. I'm not sure if that's legal.

I'll share my last chat query, which they always say the same thing, just copy and paste. I hope you can help me, please. Thank you very much.

Hi! I'm Gregor and I welcome you to our live customer service.

Please allow me a few minutes to check your query.

Hello, I've been trying for 10 days to process a withdrawal

Could you provide a solution for this?

Gregor

I am checking your request with the relevant department, so I ask for a bit of patience while waiting for an update from them.

It seems I will need a few more minutes to check. I appreciate your patience.

Okay

Gregor

Thank you for waiting. Upon reviewing your account, we can confirm that our financial department is fully aware of the delay in processing your withdrawal. Unfortunately, due to a high volume of requests, there have been some delays in payments.

Rest assured, your funds are completely safe, and the withdrawal is currently being processed. While it may take a bit longer than usual, there is nothing to worry about.

We sincerely apologize for the inconvenience this has caused and thank you for your patience during this time.

hola, llevo como 10 dias intentando retirar y que me den solucion sobre 2 retiros, uno de 100€ y otro de 120€, siempre pone en tramite, en el chat de soporte solo hacen darme largas, diciéndome que lo trasladan con el departamento correspondiente pero no me hacen ni caso, siempre con las mismas respuesta que parecen bots.

he leido que a muchos usuarios les ha pasado lo mismo y no dan soluciones. Intento verificar la cuenta y me dicen que no necesito verificación, cuando posiblemente me pidan verificar y no me dan la opción de hacerlo por mi cuenta, solo cuando ellos me digan, no se si es legal eso.

os pongo la ultima consulta al chat, que siempre dicen lo mismo es copia y pega. A ver si me podéis ayudar por favor. Muchas gracias.

¡Hola! Soy Gregor​ ​ y le doy la bienvenida a nuestro servicio de atención al cliente en directo.

Por favor, permítame unos minutos para comprobar su consulta.

hola llevo 10 dias para un retiro

me podrian dar solucion

Gregor

Estoy comprobando tu solicitud con el departamento pertinente, así que te ruego que me tenga un poco de paciencia mientras espero una actualización por su parte.

Parece que necesitaré unos minutos más para comprobarlo. Te agradezco tu paciencia.

vale

Gregor

Gracias por esperar, al verificar su cuenta, podemos confirmar que nuestro departamento financiero está completamente al tanto de la demora en el procesamiento de su retiro. Lamentablemente, debido a un alto volumen de solicitudes, ha habido algunas demoras en los pagos. 

Tenga la seguridad de que sus fondos están completamente seguros y que el retiro se está procesando actualmente. Si bien puede demorar un poco más de lo habitual, no hay nada de qué preocuparse. 

Nos disculpamos sinceramente por los inconvenientes que esto ha causado y agradecemos su paciencia durante este tiempo.

Dear ggpokerclub123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello, thank you very much for the answer. I try to verify my account and it doesn't give me the option. It tells me that my account doesn't need to be verified. When I tell them via chat, they tell me that it's not necessary, that they have to be the ones to tell me and that verification isn't necessary for the withdrawal. I'm attaching proof. Is it legal that they don't let me verify my account? I understand that it's mandatory in Spain. In any case, I'll wait the 14 days and reply again. Thank you very much for your help.

Chat:

Landau

I want to inform you that the verification process is not necessary at this time, as it is only requested when the system indicates so. Therefore, we do not have the option to verify your account for now.

If at any time it is necessary, you will receive an email with instructions to complete the verification process.

Hola muchas gracias por la respuesta. La cuenta la intento verificar y no me da la opción, me dice que mi cuenta no necesita verificar, cuando les comento por chat me dicen que no es necesario que tienen que ser ellos los que me lo digan y que para el retiro no es necesario la verificación. Le adjunto pruebas. Es legal que no me dejen verificar mi cuenta? Tengo entendido que desde España es obligatorio. de todas formas espero los 14 días y vuelvo a contestar, muchas gracias por la ayuda.

Chat:

Lando

Quiero informarte que el proceso de verificación no es necesario en este momento, ya que solo se solicita cuando el sistema lo indica. Por lo tanto, no tenemos la opción de verificar tu cuenta por ahora.

Si en algún momento es necesario, recibirás un correo electrónico con las instrucciones para completar el proceso de verificación.

Thank you for your reply. Since the 14-day waiting period is over, could you please let me know if you received any of your winnings yet?

Has there been any progress in the processing of your payments?

Well, they cancelled it, telling me that there was a problem with the bank, which is not true. I called my bank and no payment was rejected... I asked for it again by cryptocurrency. I don't understand why it is possible to deposit and for withdrawals it says that my bank has rejected it, when I called and it is not true. The casino itself cancelled it and they are not giving me a solution. Thank you very much for answering.

Pues me lo cancelaron, diciéndome que había un problema con el banco, cosa que no es cierto, he llamado a mi banco y no se ha rechazado ningún pago... Lo he vuelto a pedir por criptomoneda. No entiendo porque para depositar si se puede y para retiros dice que lo ha rechazado mi banco, cuando he llamado y no es cierto. Me lo cancelaron los mismos del casino y no me dan solución. Muchas gracias por responder

Thank you for providing the transcript of your conversation with customer support. Since this is your first withdrawal via cryptocurrency, I recommend waiting for the full 14-day processing period as advised.

If your withdrawal request gets canceled again after this time, please let me know immediately, and we will continue investigating your case.

Thank you for your patience and cooperation.

Have there been any new developments regarding the withdrawal of your winnings? Please let me know so that we can determine the next course of action. Thank you for your cooperation.

Hello, I have no response from the room, I have been asking every day via chat and they have not given me a solution, the withdrawal is still under review.

Buenas, no tengo respuesta de la sala, todos los días preguntando por chat y no me dan solución, sigue en revisión el retiro

There is no way, 14 days have passed and I still have no answers and my withdrawal is still in process.

No hay manera, han pasado los 14 días y sigo sin respuestas y mi retiro en proceso todavia

Thank you very much, ggpokerclub123, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ggpokerclub123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Casinia Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand the possibility of a casino being overwhelmed by a large number of withdrawals but is there a particular timeframe in which ggpokerclub123 can expect his withdrawal to be processed?

Dear all,

Thank you for reaching out!

Please be informed that we will do our best to process the withdrawal request as soon as possible.

Please excuse us for any inconvenience caused by the delay.

Best regards,

Casinia team

Well, they already cancelled my first withdrawal, supposedly by my bank, I called and they didn't receive any payment from any casino... I requested this second withdrawal of €220 in cryptocurrencies and it was 17 days ago. It's the first time this has happened to me in a casino and you give me the same answer in the chat. You don't even answer me in the support email... Anyway

Bueno, ya me cancelaron el primer retiro, se supone que por mi banco, llamé y no recibieron ningún pago de ningún casino... Este segundo retiro de 220€ lo he pedido por criptomonedas y hace 17 días. Es la primera vez que me pasa en un casino y me dais la misma respuesta por el chat. En el mail de soporte ni me responeis.... En fin

Dear parties,

I would like to thank you both for the updates on the current state of the matter. I am confident the issue will be resolved in the near future. The complaint will remain open until ggpokerclub123 confirms his withdrawals have been paid out. Up until then, please continue informing us on any future developments.

Hello, everything is fine for me, they have made the withdrawal, many thanks to casino gurus for the help, it seems that without you they had no intention of making the withdrawal, only extending it. Always with my respect to everyone. For my part, the matter is settled, thanks to the Casinia representative, for at least helping with my withdrawal. I do not recommend this casino at all, have a nice day.

Hola, por mi parte ya está todo bien, me han realizado el retiro, muchas gracias a casino gurúes por la ayuda, parece que sin vosotros no tenian intención de hacer el retiro, solo alargarlo. Siempre desde mis respetos hacia todos. Por mi parte asunto zanjado, gracias al representante de Casinia, por al menos, ayudar en mi retiro. No recomendable para nada este casino, que tengáis buen día.

Dear ggpokerclub123,

We're glad to hear that your issue has been resolved! We would also like to thank the support team over at Casinia Casino for their help with settling this case. 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, 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, if you could take a moment to share your experience with our services on Trustpilot  https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru