Casina Casino - O jogador ainda não recebeu os seus prémios.

Hello, I played at this casino and deposited using my debit card. I was asked to verify my account and sent everything, which was approved except for my credit card. My credit card has no numbers on it, so I sent a bank statement showing my credit card number, name, and address, but it was rejected. I need a card confirmation from my bank, but they don't provide one because my bank says all the information is on my bank statement. What can I do now? I've sent everything I could, and it's all being rejected.

Guten Tag, ich habe in diesem casino gespielt und mit meiner Debitkarte eingezahlt. Sollte mein Konto verifizieren habe alles geschickt, wurde alles genehmigt, ausser meine Kreditkarte meine Karte hat keine Zahlen darauf, also habe ich einen Kontoauszug geschickt worauf meine Kreditkartennummer mein Name und Adresse darauf ist wurde abgelehnt. Ich brauche eine kartenbestätigung von meiner Bank, sowas gibt es nicht, weil meine Bank sagt auf meinem Kontoauszug sind alle Informationen vorhanden. Was kann ich jetzt tun habe alles was ich tun konnte Gesendet und alles wird abgelehnt.

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Dear Heiko004,

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,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Heiko004,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla