Casinia Casino - Der Rückzug des Spielers hat sich verzögert.

On March 6, 2025, March 7, 2025 and March 12, 2025 I made three withdrawals of 500.- each.

To date I have not received any payment.

I'm always "comforted" with the same answer: Don't worry, your money will be in your account soon. Your withdrawal is in the final stages. Your withdrawal will be prioritized.

But nothing happens. I have 6,000 in my account waiting to be withdrawn.

Some of my emails are not answered and the answer via live chat is always the same.

Am 06.03.25 / 07.03.25 und am 12.03.2025 habe ich 3 Auszahlung in höhe von 500.- gemacht.

bis heute habe ich keine Auszahlung erhalten.

ich werde immer wieder mit der Selbe Antwort „getröstet" : keine Angst Ihr geld ist bald auf ihrem Konto. ihre auszahlung befindet sich in der Endphase. Ihre Auszahlung wird priorisiert.

aber passieren nichts. ich habe auf mein Konto 6000.- die darauf warten abgehoben zu werden.

meine Emails werden zum teil nicht beantwortet und über den Livechat immer die selbe antworten.

Dear Jofu19,

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 I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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

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

Hello Veronika

many thanks for your response.

On February 23rd I received a payout of 300.- and on February 26th a payout of 100.-, both payouts were completed relatively quickly.

And on March 6, I won a jackpot of 8,000. Then I received my first payout of 500, but I haven't received anything yet.

I had no active bonus when I won.

and the account says "It looks like your account doesn't need to be verified. Have fun with our games!"

Hallo Veronika

vielen dank für deine Antwort.

Am 23.02 habe ich eine Auszahlung in höhe von 300.- erhalten und am 26.02 eine Auszahlung in höhe von 100.-, beide Auszahlungen wurden relativ schnell abgeschlossen.

und am 6.3 habe ich ein Jackpot in höhe von 8000.- gewonnen. Dann die erste Auszahlung in höhe von 500.- aber bis jetzt nichts erhalten.

ich hatte beim gewinn keine Aktiven bonus.

und beim Konto steht „Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spaß mit unseren Spielen!"

Thank you very much, Jofu19, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear Jofu19,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear Jofu19,

We sincerely apologies for the delay in our reply.

As per checking your account we can see your withdrawal request was cancelled from your side and you account was verified on March 28th, 2025.

Currently, we can see there is only one pending withdrawal request from April 11th, 2025.

We kindly request you to please give us some time as

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

However, we assure you will try our best to help you proceed your withdrawal request at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Casinia team.

Dear Jofu19,

could you please confirm that there is no pending balance to be withdrawn?

Good day

I can confirm that I have received the payments from March 6, 2025, March 7, 2025 and March 12, 2025.

but now the further payouts are taking a very long time again.

Currently, payouts from 28.03/29.03 and 11.4 are still open

Guten Tag

ich kann Bestätigen das ich die Auszahlungen vom 06.03.25 / 07.03.25 und 12.03.2025 erhalten habe.

aber jetzt sind brauchen die weiteren Auszahlungen wieder sehr lange.

Aktuel sind Auszahlungen vom 28.03/29.03 und 11.4 immer noch offen

Dear Jofu19,

what is the current pending balance amount to be withdrawn?

3 payouts of 500 each

3 Auszahlungen an Je 500.-

Now my payout from April 11th has been canceled for no reason.

Payments from March 28/29 are still being processed....!!!!

Jetzt wurde meine Auszahlung vom 11.04 ohne Grund storniert.

Auszahlung vom 28/29.03 befinden sich immer noch in Bearbeitung….!!!!

Dear Jofu19,

As we checked your account we can see your withdrawal request from :-

April 11th, 2025. Was cancelled from the payment providers side and not us. However, we do see you have requested it once again and we will try our best to help you in this situation.

We are happy to confirm that your withdrawal request from March 29th, 2025, has been processed, and the money has been sent from our side April 17th, 2025.

The funds can take 3 - 5 working days to appear in your account, however, thisis subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Casinia team.

Dear Jofu19,

please keep us updated when you receive your funds.

I received one of three payouts... Two were canceled without reason.

von drei Auszahlungen habe ich eine erhalten…. Zwei wurde ohne grund storniert.

Dear Jofu19,

is there any pending balance in your account to be withdrawn? Will you process another withdrawal request? Please, keep us updated.

I currently have an outstanding payment from 17.04 in the amount of 500.-

and there is still 700 in the account which I will also pay out.

Aktuell habe ich eine ausstehende Auszahlung vom 17.04 in höhe von 500.-

und auf dem Konto noch 700.- die ich ebenfalls auszahlen werde.

Dear Jofu19,

Please keep us updated when you receive your funds.

Dear Jofu19,

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.

My last payout of €500 has been canceled twice now without reason. I cashed it out a third time on April 27, and the payout is still pending.

Die letzte Auszahlung von 500.- wurde mir jetzt schon 2x ohne Grund storniert. Am 27.04 habe ich sie ein drittes mal ausbezahlt, Auszahlung ist bis heute noch ausstehend.

Dear Casinia Casino representative,

could you please state the reason why was the player´s withdrawal request canceled?

Dear Jofu19,

The withdrawal request you are referring to was cancelled by the payment provider and not by us. However, we do see you have attempted another withdrawal request. We are still waiting for payment providers approval once approved it will be processed from our side. We will try our best.

We will share the update as soon as possible.

Best regards

Casinia team.

Dear Jofu19,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on 2nd May, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We do not see any pending withdrawal request neither any balance in your account.

Our team wishes you all the best for your future activities!

Best regards,

Casinia team.

Dear Jofu19,

please keep us updated when you receive your funds.

Dear Jofu19,

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,
Jana
Casino.Guru