Casinia Casino - プレイヤーの撤退が遅れています。

Good evening,

I made a withdrawal of €170 on August 17, 2024, at 02:18 AM and it has not been paid yet. My account is verified, and I have successfully made other withdrawals in the past. This withdrawal has not been processed. I have contacted customer support numerous times, and they always respond the same way:

" you are absolutely right, we apologize for the delay, we will do our best to ensure you receive your money, etc."

This was not bonus money or free spins. It was a regular deposit and regular winnings. I deposited through mbway and withdrew by bank transfer, as I always do. Can you help? Thank you.

Boa noite,

Efetuei um levantamento de 170€ no dia 17.08.2024 às 02.18 da manhã e ainda não foi pago. Tenho a conta verificada tendo, inclusivamente , conseguido efetuar outros levantamentos anteriores. Este levantamento não é processado. Já falei inúmeras vezes com o apoio ao cliente e respondem sempre da mesma forma:

" tem toda a razão, lamentamos pela demora, vamos fazer os possíveis para receber o seu dinheiro etc"

Nao foi dinheiro de bonus ou rodadas gratis. Foi deposito normal e ganho normal. Depositei por mbway e levantei por transferência bancária como sempre faço. Podem ajudar? Obrigado

Hello Knotz12345,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal.

Looking forward to your answer.

Regards,

Nick

Good morning,

The account has been verified since I created it. It's been verified for over a month.

The last time I spoke to them was on 27.08.2024.

Thank you

Bom dia,

A conta está verificada desde que criei a conta. Já está verificada há mais de 1 mês.

A última vez que falei com eles foi no dia 27.08.2024.

Obrigado

Hello Knotz12345,

As stated above, withdrawal may take up to 14 days. Please let us know once it would take longer.

Boa noite, ultimo update da conversa que tive no chat com eles:

Chat Transcript with Pedro K Chat started on 29 Aug 2024, 02:07 AM (GMT+0)

(02:07:00)*** Pedro K joined the chat ***(02:07:00)Pedro k

12 dias sem receber o levantamento de 170€???

(02:07:07)*** Anne joined the chat ***(02:07:15)Anne

Hello! Welcome to Customer Support Service!

My name is Anne and I will be assisting you today.

(02:07:36)Pedro K

Whats the matter with me withdrawal??

(02:07:41)Anne

Please, do not close the chat window and give me a moment to check your question. I will be back with an answer shortly.

(02:07:48)Pedro K

Ok obrigado

(02:10:14)Anne

Thank you for waiting. I have checked your withdrawal and there seems to be a delay in processing.

I would like to assure you that this is nothing to worry about and that your withdrawal is safe. We kindly ask you for some patience while your withdrawal is being processed and we apologize for any inconvenience caused.

Once the process is complete, the status of your withdrawal will be updated in your balance history.

(02:10:17)Anne

Is there anything else I can help you with?

(02:11:16)Pedro K

Porque vai verificar se a resposta é sempre a mesma? Se quiserem podem estar 30 dias para pagar e somente dizem

(02:11:25)Pedro K

Lamentamos lamentamos lamentamos

(02:11:42)Anne

Kindly be informed that your request is being actively processed and you should receive it in the nearest time.

(02:11:43)Pedro K

Nos quando jogamos queremos ganhar

(02:12:38)Anne

I apologize for the inconvenience caused by delay. We understand the impact this has had on you and want to assure you that we're actively working to address it. Your feedback is invaluable, and we appreciate your patience.

(02:13:07)Pedro K

Informo que ja encaminhei uma reclamação do vosso casino para o casino guru. Brevemente terão alguém a chatear-vos

(02:13:11)Pedro K

Obrigado

(02:13:41)Anne

If that is all, I will proceed with ending our chat session for now, however please feel free to contact us again with any further questions. Have a great remainder of your day and enjoy your time on our site!

(02:13:43)*** Anne left the chat ***(02:13:43)*** Pedro K eft the chat

Good evening.

Today we entered the 14th without receiving the amount and without any information from the casino in question other than apologizing and always the same excuses.

Can you please try to help?

Thank you

Boa noite.

Entramos hoje no dia 14 sem receber o valor e sem qualquer informação por parte do casino em causa sem ser pedir desculpa e sempre as mesmas desculpas.

Podem tentar ajudar por favor?

Obrigado

Good morning,

Today is the 16th day and I still haven't received the amount in my account.

Can you help me?

Thank you

Bom dia,

Hoje já estamos no 16o dia e ainda nao recebi o valor na conta.

Podem ajudar-me?

Obrigado

Thank you Knotz12345 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 Knotz12345,

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

Good evening,

I've already received the amount in my account. Thank you for your help!

Thank you

Boa noite,

Ja recebi o valor na conta. Obrigado pela ajuda!

Obrigado

Dear Knotz12345,

We're glad to hear that your issue has been resolved. We'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, 

Mirka

Casino.Guru