Casinia Casino - Der Rückzug des Spielers hat sich verzögert.

They don't want to pay my money.

I played with them until they set a limit. I was able to make the first withdrawal, but then they made me wait over a month for the second. Then they rejected it because they asked me for verification again.

I have already verified everything 100% confirmed by them.

I've been waiting for the withdrawal since the last time I requested it, after having confirmed verification two months ago. When I contact them via chat, they tell me everything is OK, that they're sorry, and that I should continue waiting. They never respond by email.

They are complete scammers

No quieren pagar mi dinero.

He jugado con ellos hasta que me pusieron un límite. Pude hacer el primer retiro, pero luego, el segundo me hicieron esperar más de un mes. Luego lo rechazaron porque me volvieron a pedir verificación.

Ya verifiqué todo al 100% confirmado por ellos.

Llevo esperando el retiro desde la última vez que lo solicité después de tener confirmada la verificación desde hace dos meses, cuando contacto por chat me dicen que está todo OK, que lo sienten y que continúe a la espera. por mail nunca responden.

Son unos completos estafadores

Dear crisegesan,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing. To better understand your situation and assist you effectively, could you please provide more information by answering the following questions:

• Did you accumulate your winnings with or without a bonus?
• Am I correct in understanding that you were asked to be verified twice, and you successfully passed both of these verifications?
• Could you please specify which games you played?
• When was the last time the casino communicated with you regarding the delayed payment?

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

Best regards,

Veronika

Did you accumulate your winnings with or without a bonus?

No bonus

Am I correct in understanding that you were asked to double-check and you successfully passed both checks?

Yeah

Could you specify which games you played?

Casino and betting

When was the last time the casino contacted you regarding the delayed payment?

Never by email. They tell me via chat that they're sorry, that they'll report it to the appropriate department, that I'll receive a response, and that my withdrawal is on its way, but it's a lie; they don't do anything at all.

¿Acumulaste tus ganancias con o sin bono?

Sin bono

¿Estoy en lo cierto al entender que se le solicitó que verificara dos veces y usted pasó exitosamente ambas verificaciones?

Sí

¿Podrías especificar a qué juegos jugaste?

Casino y apuestas

¿Cuándo fue la última vez que el casino se comunicó con usted con respecto al pago retrasado?

Por email, nunca. Por chat me dicen que lo sienten, que lo reportarán al departamento correspondiente y que recibiré una respuesta y que mi retiro está en camino, pero es mentira, no hacen absolutamente nada

Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.

Dear crisegesan,

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.

Sorry, yes. They aren't responding to any of my emails, so I'll try to contact the chat so you can see the chat screenshots, and I'll send you that and the emails I sent to them.

Perdón, sí. Ellos no me responden a ningún email así que voy a intentar contactar con el chat para que veáis las capturas del chat, y os envío eso y los emails mío enviados hacia ellos

Yesterday I received an email from them telling me that they were cancelling my retreat!!!!

Every time I chatted, they told me they would pay me soon, and not only did they not do that, they canceled it!!

Ayer me llegó un email por su parte diciendome que me cancelaban el retiro!!!!

Todas las veces por chat me dijeron que me pagarían pronto, y no solo no han hecho eso sino que me lo han cancelado!!

I already sent you the documents

ya os mandé los documentos

the last thing is that i just contacted the chat, they told me to withdraw but is crazy because they removed me the permission to make withdraws at all, without telling anything, with all documens sent and with no reason. this is insane

Thank you very much, crisegesan, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 crisegesan,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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 crisegesan,

We are sorry to hear about for your experience.

We have forwarded your request to the relevant team to check further. We will try our best to help

you in this situation and provide you with an update at the earliest as possible.

We really appreciate your patience.

Best regards,

Casinia team

Dear Casinia Casino,

We will be waiting for your update.

nothing at all

nada de nada todavia

Dear crisegesan,

Your account has been succesfully verified!

We would like for you to resubmit your withdrawal request. Unfortunately, we cannot change the status once it has been cancelled.

Please, let us know you are able to withdraw again.

We look forward to hearing from you.

Best regards,

Casinia team

Dear crisegesan,

Would you be able to successfully complete a withdrawal now?

I just made the withdrawal, we'll see if it arrives and how long it takes.

Can you ask the Casinia staff what the payment deadline is? Will it take another three months, like the other withdrawals?

acabo de hacer el retiro, veremos a ver si llega y cuanto tarda

lo podeis preguntar a los señores de casinia cual es el plazo de pago? van a tardar otros 3 meses como en los otros retiros?

Dear crisegesan,

I am pleased to hear that you managed to make a withdrawal.

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.

We would like to draw your attention to the following points of the General Terms and Conditions:

6.15: - Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday–Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

We hope this helps clarify the matter for you.

Best regards,

Casinia team

I will confirm as soon as I receive the withdrawal.

os confirmaré en cuanto me llegue el retiro

Dear crisegesan,

I will be waiting for your update.

Thank you for your cooperation.

Dear crisegesan,

Could you please confirm, if you have received the withdrawal?

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.

NO, I HAVE NOT RECEIVED THE WITHDRAWAL!

THEY ARE THIEVES!

NO, NO HE RECIBIDO EL RETIRO!

SON UNOS LADRONES!

Dear crisegesan,

I am sorry to hear about the delay in processing your withdrawal. I have now forwarded this to the relevant department with high priority.

Thank you for your patience. We really appreciate it!

Best regards,

Casinia team

Dear crisegesan,

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

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.

Please, do let us know when you receive it.

Best regards,

Casinia team

at last!

por fin!

Dear crisegesan,

Could you please confirm, if I understand it correctly, that you have received the withdrawal?

yes that's how it is

sí, así es

Dear crisegesan,

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,

Mirka Dubasova

Casino.Guru