Casinia Casino - プレイヤーの出金が遅れている。

I won €8,000 at the casino in question. I then immediately cashed out three €500 bonuses (March 18, 19, and 20).

Unfortunately, since then, I've only been given standard live chat responses. They don't respond to emails at all. Actually, if the payouts had been made on time, I could have withdrawn much more money. Unfortunately, I lost the rest. The casino certainly won't accept any of this, but I'd still like to have the outstanding €1,500.

Habe in besagtem Casino 8000 euro gewonnen. Habe dann direkt 3x500 euro in Auszahlung gegeben (18./19./20. März).

Leider werde ich seitdem nur mit den Standardantworten im livechat hingehalten. Auf emails wird gar nicht reagiert. Eigentlich, wären die Auszahlungen pünktlich gewesen, hätte ich viel mehr Geld auszahlen lassen können. So habe ich den Rest leider verspielt. Das casino wird sich davon mit Sicherheit nichts annehmen jedoch hätte ich dann gerne noch die Ausstehenden 1500 euro

Dear frizzard87,

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 frizzard87,

Can you please advise if you have ever processed a withdrawal from the casino in the past?

Have you used any bonus to accumulate your balance?

If you have any communication with the casino related to the case, please forward it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

No. This was my first withdrawal. I won without a bonus!

Nein. Dies war meine erste Auszahlung. Ich habe den Gewinn ohne Bonus erzielt !

I would like to get in touch with the casino, perhaps the delay can be plausibly explained or the payout can be accelerated

Gerne würde ich mit dem Casino in Kontakt treten, vielleicht kann die Verzögerung ja plausibel begründet werden oder eben die Auszahlung beschleunigt

Thank you frizzard87 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear frizzard87,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka