Casinia Casino - A retirada do jogador não foi processada.

I have been waiting since March 25th to receive a withdrawal and it still has not arrived. The customer service department has informed me that there are delays and it seems like the wait is endless.

Moreover, since I couldn't withdraw, I spent all of the earnings I had in the account, which totalled more than 8000€.

I also have another 500€ pending since April 1st.

Llevo desde el día 25 de marzo para recibir un retiro y aún no me ha llegado, desde el servicio de atención al cliente dicen que está habiendo retrasos y todo son esperas infinitas.

Además al no poder ir retirando, gasté todas las ganancias que tenía en la cuenta que ascendían a más de 8000€.

Luego tengo otros 500€ en espera también desde el día 1 de abril.

Dear eduagumar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, I am afraid that there is not much we can do regarding the lost winnings.

Regarding the pending withdrawal, 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

Dear eduagumar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.