Casinia Casino - A retirada do jogador é atrasada e não é processada.

Hello, I registered at this casino, deposited, and won 300 euros. After 3 days, I asked in the chat if I needed to send in any documents for KYC, and they told me that my account did not need verification. Meanwhile, days passed, and the withdrawal was not processed. They kept giving me a thousand excuses. They didn't ask for any documents. I sent several emails to support, and they didn't reply. The withdrawal was made on 9/23, and as of today, I don't know what else to do.

Salve, mi sono registrato a questo casino ho versato e ho vinto 300 euro, dopo 3 giorni chiedo in chat se devo inviare i documenti per il kyc e mi dicono che il mio conto non ha bisogno di verifica, intanto passano i giorni e il prelievo non viene pagato e continuano a darmi 1000 scuse. non chiedono nessun documento ho inviato varie email al supporto e non rispondono, il prelievo e del 23/9 ad oggi non so piu cosa fare.

Hello billyplay,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.

• Is this your first ever withdrawal request?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi, yes it's the first time I request a withdrawal, no one answers me via email, I spoke in chat today and they always give the same answers, like we sent a reminder. I have never used winning bonuses with money deposited into the account

Salve, si e la prima volta che richiedo un prelievo, via email non mi risponde nessuno in chat ho parlato oggi e danno sempre le stesse risposte, tipo abbiamo inviato un sollecito. Non ho mai usato bonus vincite con soldi versati sul conto

hi they paid the ptrlievo

salve hanno pagato il ptrlievo

Hello billyplay,

Do I understand it correctly that the issue has been resolved?

yes yes it's solved, thanks

si si e risolto, grazie

Dear billyplay, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru