Casinia Casino - O jogador acredita que o seu pagamento foi atrasado.

Hello, I am a player who would like to open an account at Casinia Casino due to its positive reviews.

I deposited about 2,600 euros, which I lost, and luckily I ended up recovering 2,500.

The casino allows withdrawals of 500 euros (now, as a VIP, 800 every 24 hours), but the withdrawals are cancelled automatically.

The casino claims it's my bank's problem, but that's not the case because my bank hasn't received any credit on my card and wouldn't cancel a credit to my account either.

The casino told me that it is not necessary to verify my account, when I asked them if it is necessary to verify it to speed up the process.

From what I've seen in casino guru complaints and other forums like trustpilot, it's a common strategy to delay payment and make you spend the money sooner (which isn't going to happen).

I find it shameful that you no longer want to withdraw what you've won and they give you problems, but rather withdraw what you've lost and they still give you problems.

I attach screenshots of the conversations and my account with the requested withdrawals.

Today I have requested the withdrawal of 800 euros again.

Hola soy un jugador que se habría una cuenta en el casino casinia por sus buenas opiniones .

Ingrese unos 2600 euros los cuales perdí y por suerte acabe recuperando 2500.

El casino deja retirar 500 euros ( ahora al ser vip 800 cada 24h) pero los retiros se cancelan solos.

El casino alega que es problema de mi proveedor bancario, y eso no es asi por que mi banco no ha recibido ningún en mi tarjeta y tampoco cancelaría un abono a mi cuenta .

El casino me ha dicho que no es necesario verificar mi cuenta, cuando yo les he preguntado que si es necesario verificarla para agilizar el proceso .

Por lo que he visto en las quejas de casino guru y en otros foros como trustpilot, es una estrategia común para retrasar el pago y que te gastes el dinero antes ( lo cual no va ocurrir )

Me parece vergonzoso que ya no esque quieras retirar lo ganado y te pongan problemas sino retirar lo que has perdido y que aun asi te sigan poniendo problemas.

Adjunto capturas de pantalla , de las conversaciones y de mi cuenta con los retiros solicitados .

Hoy he vuelto ha solicitar el retiro de 800 euros.

Dear Alpoddo1199,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I upload the rest of the photos and my current pending withdrawals.

Cargo el resto de fotos y mis retiros pendientes actuales .

Today, the 21st, the withdrawal from the 19th has been cancelled for the same reasons, at exactly the same time as if it were automated. I have not been given any information in the chat and the email I sent to support has not had a response. I attach photos of the conversation and my pending withdrawals (one of 800 euros from the 20th using a card method, and another of 800 from today, the 21st, via bank transfer, as I have been told to change the withdrawal method).

Hoy ha día 21 se ha cancelado el retiro del día 19 por los mismos motivos , justo a la misma hora coml si fuera de forma automatizada, en el chat no me han dado información y el correo que envie a soporte no ha tenido respuesta adjunto fotos de la conversación y de mis retiros pendientes ( uno de 800 euros del día 20 método tarjeta , y otro de 800 de hoy día 21 vía transferencia bancaria ya que me han dicho que cambie de metodo de retiro)

Edit: Today, the 24th, I received my first withdrawal of 800. Three more are still pending: two for 800 and one for 100. I'll keep updating to see if this casino is trustworthy. It seems so.

Edito , hoy día 24 me ha llegado el primer retiro de 800 , faltan otros tres , dos de 800 y uno de 100, iré actualizando, para saber si este casino es confiable . Parece que si .

I'm updating today, I've received what I was missing, except for 100 euros that I cancelled and played with them (with which I won a good prize). I imagine they won't give me any problems now. I'm really surprised by the quality of this casino.

Let's see now that I've won if everything continues as well.

I will definitely repeat.

Actualizo hoy me ha llegado lo que faltaba, menos 100 euros que he cancelado y les he jugado ( con los que he ganado un buen premio) , me imagino que no me pondrán problemas ahora , la verda que sorprendido por la calidad de este casino.

A ver ahora que he ganado si sigue todo igual de bien .

Repetiré sin duda.

Hello, today, March 30th, I couldn't resist and made another deposit at Casina. After sending them several emails stating that they would close my account indefinitely due to addiction issues, I thought it was closed, but it wasn't.

I need those 500 euros back, they are very necessary and I am not allowed to deposit them anymore.

I attach the emails and today's income

It won't let me open another complaint, the withdrawals were made (that's no longer the problem), the money was spent again, it was said that I had a gambling problem and I was desperate and more money was allowed to be put in and the self-exclusion was ignored, please I need those last 500 euros, it was illegal to have let me put them in.

Hola hoy a día 30 de marzo no he podido resistirme y he hecho otro ingreso en casina , después de enviarles varios correos de que me cerrarán la cuenta indefinidamente por problemas de adicción, yo pensaba que esta cerrada pero no .

Necesito que se me devuelvan esos 500 euros son muy necesarios y no se me deje depositar nunca mas .

Adjunto los correos y el ingreso de hoy

No me deja abrir otra queja , los retiros se hicieron ( ese ya no es el problema ) el dinero se volvió a gastar se dijo que se tenía un problema con el juego y se está desesperado y se dejó meter mas dinero y se hizo caso omiso a la autoexclusion , porfavor necesito esos últimos 500 euros , es ilegal haberme dejado ingresarlos .

Dear Alpoddo1199,

Can you please confirm whether your account is now excluded or still active?

Additionally, how much was your real money balance or sum of pending withdrawals on your casino account?

Awaiting your response.

Regards,

Nick

My account is currently self-excluded, today the 31st they closed it after threatening them via chat, there are no funds in it, but they have not responded to my return of the 500 euros.

They had more than 4 days from the 26th when I sent the first email and spoke to them via chat to block the account until the 30th when I deposited 500 euros again because I couldn't resist my problem.

I want the return of those last 500 euros since I notified you and I am within my rights.

They ignored my pleas to cancel it because they knew I was going to deposit again and that way they would earn more, until I threatened them and they ignored me.

Please, I want to recover those 500 euros that I should never have been able to deposit.

Whatever you need or any proof I can send it to you.

Mi cuenta está autoexcluida actualmente , hoy dia 31 la dieron de baja después de amenazarles por chat , no hay fondos en ella , pero no han contestado a mi devolución de los 500 euros .

Tuvieron mas de 4 días desde el 26 que mande el primer correo y hable por chat con ellos para bloquear la cuenta hasta el 30 que volví depositar 500 euros al no resistirme por mi problema .

Quiero la devolución de esos últimos 500 euros ya que les avise y estoy en mi derecho .

Hicieron caso omiso de mis súplicas de cancelarla por que sabían que iba a volver a depositar y asi ellos ganaban mas , hasta que les amenazas no hacen caso .

Quiero por favor recuperar esos 500 euros que nunca debi poder depositar .

Lo que necesite o cualquier prueba se la puedo mandar .

Dear Alpoddo1199,

Can you please advise if you did use the 500€ or it was left on your account untouched?

Awaiting your response.

Regards,

Nick

Hello, of course I used the 500 euros because I have a serious problem, but due to their own policies they have 48 hours from the receipt of the self-exclusion request to make it effective and it took more than a week until they did it, so it is illegal for them not to return those 500 euros to me, I sent them 4 emails and they replied on the 26th delaying me from closing the account, on the 30th it was still not closed and I deposited and played 500 euros again, it is not at all a reliable casino that takes these requests seriously.

I'm asking for the 500 euros back. I've posted screenshots of the emails and dates. I'll gather more information if necessary.

I look forward to your reply.

Hola claro que utilice los 500 euros por que tengo un grave problema , pero por sus propias políticas tienen 48 desde la recepción de la petición de autoexcluison para hacerla efectiva y pasaron mas de una semana hasta que la hicieron , asi que es ilegal que no me edevuelban esos 500 euros , les envie 4 correos y ellos contestaron el día 26 dando largas para cerrar la cuenta , ha día 30 aun no estaba cerrada y volví a depositar y jugar 500 euros , para nada es un casino confiable y que se toma enserio estas peticiones .

Pido que se me devuelvan los 500 euros, he colgado capturas de los emails y de las fechas si es necesario recopilo mas información.

Espero su respuesta.

Thank you Alpoddo1199 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Alpoddo1199,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino is ignoring this, as can be seen. I have sent several emails and complaints, but they have not responded to a single one.

They have committed an illegal act and they don't care. Let there be a record of how they act and let no one play in this casino (it is not trustworthy).

I will continue to file complaints on other sites like Trustpilot, and I will contact the authority that issued the license so that they have a record.

El casino no hace caso como se está viendo , he enviado varios correos y quejas vía email y no han contestado ni uno .

Han cometido una ilegalidad y les da igual, que quede constancia de como actúan y que nadie juege en este casino ( no es de fiar)

Seguiré poniendo quejas en otras páginas como trustpilot, y contactare con la autoridad que les ha expedido pa liciencia para que tengan constancia .

Dear Alpoddo1199,

I have reached out to the casino internally, outside of this thread. That's why I am setting another timer. Thank you for your patience. I will be informing you as soon as I get a reply.

Ok thanks, I'll be waiting.

Vale gracias , quedo a la espera .

Dear Alpoddo1199,

The communication is still ongoing. I will let you know as soon as there are any new developments. I sincerely apologize for these delays.

Okay thanks.

Vale gracias .

Dear all,

We are checking the request with high priority. Once we have the update, we will inform you immediately.

Thank you for your patience.

Best regards,

Casinia Team.

Dear Casinoa Casino,

We will be waiting for your updates.

Dear all,

Thank you for your patience.

Kindly be informed that we checked customer deposits and they are 500 EUR we have concluded to issue a refund of the amount.

Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.

Best Regards

Casinia Team

Dear Alpoddo1199,

Please proceed according to the casino's instructions. We will be waiting to hear from you.

I am waiting for the refund (Casinia has contacted me by email). Once I have the refund in my bank, I will update it here.

Thank you so much.

Quedo a la espera de la devolución ( casinia me ha contactado por email) , una vez tenga la devolución en mi banco lo actualizaré aquí.

Muchas gracias.

Dear Alpoddo1199,

I am glad to hear that. I will keep the complaint open until you confirm that you have received your refund. I am looking forward to hearing from you.

I haven't received my refund yet. They contacted me to send them the payment details, but I haven't received it yet. I'll wait a few more days and update the information here.

Thank you.

Aún no he recibido el rembolso, me contactaron para que les enviara los datos de pago, pero aun no he recibido la devolución, esperaré unos dias mas y actualizaré la información aquí.

Gracias.

Hello, it's been over a week and I haven't received the money. I'm sending the emails I exchanged with them and the confirmation from them.

I contacted them again a few days ago and they haven't answered me either.

I hope the person in charge answers here.

thank you.

Hola , ha pasado mas de una semana y no he recibido el dinero , envío los correos que mantuve con ellos y la confirmación por su parte .

Contacte hace unos dias de nuevo con ellos y tampoco me han contestado .

Espero que la persona encargada conteste por aquí.

gracias.

Dear all,

We are sorry for the waiting.

Kindly note refund was successfully completed from our side.

We truly appreciate your patience.

King regards,

Casinia team

It has already arrived, thank you very much.

Ya me ha llegado, muchas gracias.

Dear Alpoddo1199,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru