Casinia Casino - As retiradas dos jogadores estão atrasadas.

Good afternoon I won 35000 to this casino.i didn't take any bonus.the first 3500 the pay me after one week.now I have three withdrawals from 6 of December and they don't pay me.always thay say the same answer and I keep waiting.they don't ask me for o kyc.i don't understand why you have so good rate for this casino.they don't pay the players.please help me.thanks

Dear antorall,

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 the 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, please, let us know and we will intervene and try to help you.

Also, after checking the casino's withdrawal policy I found this:

Depending on your VIP level, the remaining monthly withdrawal might be limited.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I understand this but they say 3 working days for the withdrawal.now is one week.i don't now what else I can do to take my money.they don't answer to me.this casino is not good and the players must learn it.

I understand you want to enjoy your winnings as soon as possible.

Please share screenshots of your withdrawal history, and pending withdrawals with the status visible.

Have you been in contact with casino support? Could you please share your communication with the casino regarding the delay in receiving your withdrawal?

Please share screenshots here or send the information to my email at tomas@casino.guru

Good evening, so far the 3 withdrawals I had have been received. Now I'm waiting for several more. I will keep you updated on the progress. Thank you very much.

Καλησπέρα προς το παρόν μπήκαν οι 3 αναλήψεις που είχα.τωρα περιμένω αρκετές ακόμα.θα σας ενημερώσω για την εξέλιξη.ευχαριστω πολυ

Are your withdrawals proceeding without further delays?

If the issue persists, kindly provide the information I requested earlier for us to have a full picture of the situation.

Thanks in advance for your reply.

They are making progress for now but each withdrawal takes about 10 days.

Προχωρούν προς το παρόν αλλά κάνουν περίπου 10 μέρες η κάθε αναληψη

Thanks for your reply.

If you have further details that would help us confront the casino, please share them with me.

Dear antorall,

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.