Casinia Casino - Die Auszahlungen der Spieler verzögern sich.

Hello, as I mentioned in the forum, I've been waiting for 2 weeks for 3 withdrawals from this casino:

December 2nd: 500€

December 3rd: 500€

December 4th: 405€

They tell me that verifying the account is not necessary even though I've tried, I didn't use any type of bonus, and this is the first time I'm attempting to withdraw money.

I talk to support every day and they say there are delays due to a high volume of withdrawals they need to process. But they say I'll receive it soon. Still, I want to file this complaint because they haven't even validated these withdrawals, despite them stating a maximum time frame of 3 days to do so.

They haven't asked me for any documentation or anything; they just say the withdrawal is in the normal process and to be patient. I hope you can help me, and if you need to know anything else, I'm happy to answer. Thank you in advance.

Buenas, como os comenté en el foro llevo 2 semanas esperando 3 retiros de este casino:

dia 2/12 500€

dia 3/12 500€

dia 4/12 405€

Me dicen que la cuenta no es necesario verificarla aunque lo intente, no utilice ningún tipo de bono y es la primera vez que intento retirar dinero.

hablo todos los dias con soporte y me dicen que tienen retrasos debido al alto volumen de retiros que tienen para tramitar. Pero dicen que pronto lo recibire. Aun asi quiero porner esta queja por que ni si quiera han validado esos retiros cuando ellos mismos ponen un plazo maximo de 3 dias para eso.

no me han pedido ningun tipo de documentación ni nada, simplemente dicen que el retiro esta en el proceso normal y que tenga paciencia . Espero que me puedan ayudar, cualquier cosa que necesiten saber os contesto encantado y gracias de antemano.

Dear mimifalcaommg,

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? 
• Which payment method to withdraw your winnings have you opted for?
• Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Kristina.

I have not made any withdrawals before.

I have requested the withdrawal via Visa card (the same one I used to make deposits)

and here I attach the capture.

Thank you.

Hola Kristina.

No he realizado ningun retiro anteriormente.

he solicitado el retiro a través de tarjeta visa ( con la misma que hice ingresos)

y ahi te adjunto la captura.

Gracias.

Thank you very much for your reply, mimifalcaommg. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I just sent you an email with different screenshots of relevant information. I'm sending you some screenshots here.

Hola kristina, te acabo de enviar un correo con diferentes capturas de información relevante. Te lo envio por aqui algunas capturas