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I made a request on March 17th for a withdrawal of 500 euros.

On the 20th I received the email with the withdrawal completed, usually the money is already in the account since they always do instant transfer, this time no, today, the 27th, they credited them back to my game account and they don't even let me put them back in withdrawal because the message to play the amount at least once appears, but they were already won money.

I have not played with any bonuses or free spins.

The account did not ask me to verify.

I hope for a quick intervention because I urgently need that money thanks

Ho fatto richiesta il giorno 17 marzo per un prelievo di 500 euro.

Il giorno 20 mi arriva la mail con prelievo completato,di solito i soldi sono già sul conto dato che fanno sempre bonifico instantaneo,questa volta no,oggi giorno 27 me li hanno riaccreditati sul conto gioco e non me li fanno neanche rimettere in prelievo perché appare la scritta di giocare almeno una volta l'importo,ma erano già soldi vinti.

Non ho giocato ne con bonus ne con free spin.

Il conto non mi ha chiesto verifica.

Spero in un intervento veloce perché ho bisogno urgente di quei soldi grazie

Dear Manuel87,

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.

Dear Manuel87,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick, let me explain the situation better.

On March 17th I requested a withdrawal of 500 euros, on the 20th I received an email saying withdrawal completed. I will start by saying that I have been playing with this casino for a long time, every time I receive an email saying withdrawal completed the money is already in my bank account because they always do instant transfers. This time however the money has not arrived, on March 27th they put the 500 euros back into the game account, and now they are not withdrawable because it says that they must be played before being withdrawn. Also on March 27th I sent an email explaining this and they replied that they would make a request to the financial department to make a manual withdrawal. As of today, March 31st, the money is still there that I cannot withdraw and they have not yet made the manual withdrawal.

The account did not ask me to verify, I have already withdrawn several times with them without problems.

I did not play with bonus money or free spins.

I hope for your help thanks

Ciao nick,vi spiego meglio la situazione.

Il giorno 17 marzo ho fatto richiesta di prelievo di 500 euro,il giorno 20 mi arriva la mail con scritto prelievo completato.premetto che gioco da diverso tempo con questo casino,ogni volta che arriva la mail con prelievo completato i soldi sono già sul conto bancario perché fanno sempre il bonifico instantaneo.questa vola però i soldi non sono arrivati,il giorno 27 marzo hanno rimesso i 500 euro sul conto gioco,ed ora non sono prelevabili perché dice che devono essere giocati prima di essere prelevati. Sempre il giorno 27 marzo ho mandato una mail spiegando questo è mi è stato risposto che avrebbero fatto una richiesta al dipartimento finanziario per fare un prelievo manuale.ad oggi 31 marzo i soldi sono ancora la che io non posso prelevare e loro non hanno ancora fatto il prelievo manuale.

Il conto non mi ha chiesto verifica,ho già prelevato diverse vole con loro senza problemi.

Non ho giocato con soldi bonus né con free spin.

Spero in un vostro aiuto grazie

Dear Manuel87,

Would it be possible to forward some screenshots of your withdrawal/balance tab along with the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I sent you everything to this address

Ti ho mandato tutto a questo indirizzo nikolas.b@casino.guru

Please if you can speed things up a bit....thank you

Per favore se riuscite a velocizzare un po i tempi....vi ringrazio

Thank you Manuel87 for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Manuel87,

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 representative, could you please help the player with manual withdrawal? If there is anything else you need from the player, please let him/us know.

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

Please be informed that we will process the pending withdrawal with the highest priority.

We apologize for any inconvenience caused by the delay.

Best regards,

Casinia team

Dear Manuel87,

Please let me know when you receive the money. Thank you

Good morning they finally arrived today...thanks for the help

Buongiorno finalmente sono arrivati oggi...grazie per l'aiuto

Dear Manuel87,

I am so happy to hear that!

I'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