Casinia Casino - A retirada do jogador está atrasada.

Hello, I have been waiting for my withdrawal for 20 days and I still haven't received it. I've been waiting for quite a while, but enough time has passed and it's been more than 14 days. During these 20 days, I haven't received any communication or anything. Also, I don't need to verify the account or do KYC.

Hola, llevo ya 20 días esperando mi retiro y aún no lo he recibido. He estado esperando bastante tiempo pero ya ha pasado lo suficiente y han sido más de los 14 días. En estos 20 días no he recibido comunicación ni nada. Además no necesito verificar la cuenta ni hacer kyc

Dear caniche7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your withdrawal request with the status visible? Share it here or send the information to my email at tomas@casino.guru

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,

Tomas

Have you made any successful casino withdrawals in the past?

Yes, several but this is the one that has lasted the longest and that is already an excessive amount of time.

Have you accumulated your winnings with the help of a bonus?

I have not used bonuses

Could you share a screenshot of your withdrawal request with the status visible?

¿Ha realizado algún retiro exitoso del casino en el pasado?

Si, varios pero este es el que mas ha durado y ya es un tiempo excesivo.

¿Has acumulado tus ganancias con la ayuda de un bono?

No he usado bonos

¿Podrías compartir una captura de pantalla de tu solicitud de retiro con el estado visible? 

Thank you very much, caniche7, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear caniche7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casinia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, now they have asked me for verification, I have sent the documents to see

Hola, ahora me han pedido verificación, he enviado los documentos a ver

Very good! Thank you for letting me know. Things are moving, that´s good :-) Please keep me updated.

Dear caniche7,

has there been any update regarding the withdrawal you have requested? Have the Casino sent you the money after you sent them your documents?

Please let me know.

I have not received the money yet, nor have they contacted me. The documents were approved when I sent them.

Aún no he recibido el dinero, ni se han comunicado conmigo. Los documentos fueron aprobados cuando los mandé

I see, thank you caniche7 for the update.

In that case, I would like to ask Casinia Casino representative to let us know should you need any other KYC information / documents from the player, or if there has been some problem with documents he has already submitted.

Looking forward to your response.

Dear caniche7,

We would kindly request to upload the required documents provided via email in order to complete the verification and proceed with the pending withdrawal as soon as possible.

Thank you in advance.

Kind Regards,

Customer Service

The new required documents have already been sent

Ya están enviados los nuevos documentos requeridos

Dear Casinia Casino representative, could you please confirm that you have received required documents?

Thank you very much

Dear caniche7,

We are pleased to inform you that your account verification and withdrawal request have been completed.

Kind Regards,

Casinia Casino Team

Thank you Casinia Casino Team for this good news!

Caniche7, at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

.

Hi, I already received the money.

Hola, ya recibí el dinero

Dear caniche7,

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, 

Martina Bennett 

Casino.Guru