Casinia Casino - Der Rückzug des Spielers hat sich verzögert.

I'm really angry. This is the second time I've withdrawn €500 and it hasn't been processed. The first time, I canceled it after seven days and lost it again. 😡

Now I have paid out 500 euros from 5 days and it still hasn't been processed and I don't get a response from Casinia Casino 😡😡😡😡😡😡

Ich bin Echt Sauer das ist jetzt das 2 mal wo ich 500 Euro ausbezahlt habe und es nicht bearbeitet worden ist. Beim ersten Mal habe ich es nach 7 Tage storniert und wieder verspielt 😡

Jetzt habe ich von 5 Tagen 500 Euro wieder ausbezahlt und es wurde noch immer nicht bearbeitet ich bekomme keine Antwort von Casinia Casino 😡😡😡😡😡😡

Dear Lolo100689,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

First of all, the casino doesn't require verification, they wrote to me in the live chat.

Secondly, at every other casino the withdrawal is processed within 48 hours.

But ok, I'll just wait another week 😔

Also erstens verlangt das Casino keine Verifizierung haben sie mir beim Live Chat geschrieben.

Zweitens bei jeden anderen Casino wird die Auszahlung innerhalb 48 Stunden bearbeitet .

Aber ok ich warte halt noch eine Woche 😔

Thank you for your reply, Lolo100689. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hello, new news from the casino. Yesterday, an employee in the live chat messaged me that they had paid out my money. I told him I could still cancel the withdrawal. 🙈

He assured me that my money would be in my account today, but as always, nothing.

Today I wrote to customer service again and they told me it is still being processed 🤦‍♂️🤦‍♂️🤦‍♂️🤦‍♂️🤦‍♂️

Hallo neue Nachrichten von Casino gestern hat mir ein Mitarbeiter im Live Chat geschrieben das sie mein Geld Ausbezahlt haben. Ich habe ihn geschrieben das ich aber die Auszahlung noch stonieren kann 🙈

Er hat mir versichert das heute mein Geld am Konto ist aber wie immer nix.

Heute habe ich wieder mit den Kundenservices geschrieben und die haben mir gesagt es wird noch bearbeitet 🤦‍♂️🤦‍♂️🤦‍♂️🤦‍♂️🤦‍♂️

Still no money after 11 days🤦‍♂️

Nach 11 Tage noch immer kein Geld erhalten🤦‍♂️

Dear Lolo100689,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Casinia Casino Team

Yes, but 11 days is a lot, at most casinos it takes a maximum of 3 days?

Ja aber 11 Tage ist ja sehr viel bei den meisten Casino dauert es höchsten 3 Tage ?

After 11 days my money was finally paid out. Thank you.

But I don't know if I should deposit there again. I'm afraid that I'll have to wait so long again 🙈

Nach 11 Tagen wurde endlich mein Geld ausbezahlt Dankeschön.

Nur weiß ich nicht ob ich dort nochmal einzahlen solle irgendwie habe ich Angst das ich wieder so lange warten muss 🙈

Dear Lolo100689,

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,

Kristina

Casino.Guru