Casinia Casino - A retirada do jogador está atrasada e não foi resolvida.

I requested a withdrawal of €400 on May 27, 2025 (via Revolut Bank Transfer). Today is June 4, and the withdrawal is still in "pending" status, as shown in the attached screenshot.

It has now been 8 full days, and despite multiple messages to customer support, I keep receiving the same generic responses. They apologize for the delay and assure me that the finance department is working on it, but no specific timeframe or reason has been given.

I even sent them a final warning via email, asking for a resolution by June 6th or I would escalate the matter. Their response was once again vague and unhelpful, stating that they have no access to financial data and cannot provide any deadlines.

I feel I’m being stalled intentionally, and I am now asking Casino Guru for help to get my funds released.

Dear gbpfprpb2t,

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.

• Could you please clarify whether the casino blocked your account during your pending withdrawal?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account has not been blocked by the casino. I made a deposit successfully and mainly played roulette games – virtual roulette and some live roulette as well. My current balance was not achieved through any bonus; I deposited my own money via Revolut, which can be verified. I hope you’ll be able to resolve the issue as soon as possible. Thank you.

Marin

Dear gbpfprpb2t,

Thank you for reaching out to us.

We are very sorry about the delay.

Currently, there are no pending withdrawals or any real balance in your account, therefore further action from our side is limited.

If you have any further questions, please let us know.

Best regards,

Casinia Casino Team

Thanks for the replies from both parties.

Dear gbpfprpb2t,

• Could you please explain what happened with your balance?
• Is the casino's description of the situation accurate?

Please let me know.

Dear gbpfprpb2t,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru