Casinia Casino - プレイヤーの撤退が遅れています。

Hello, I have been waiting for over two months to receive at least the first withdrawal I requested from Casinia. Initially, I was told that the deposit period is 3 to 5 days, and upon seeing that the days passed without a response, I contacted the chat agents, and the response has been the same for over two months: the finance department is delayed, please be patient. During these two months or more, several of my requests have been canceled without apparent reason. They only say it's up to the finance department, and they do not explain why they cancel my requests. I am still waiting for at least the first deposit.

Hola, tengo más de dos meses esperando que me depositen al menos el primer retiro solicitado en Casinia. Me dijeron al inicio que el plazo a depositar es de 3 a 5 días y al ver qué pasaban los días y no tenía respuesta, acudí al chat con los agentes y la respuesta ha sido la misma desde hace más de dos meses, el departamento de finanzas está atrasado, tenga paciencia. En todos estos 2 meses o más me han cancelado varias solicitudes sin razón aparente. Solo dicen que eso es con el departamento de finanzas y ellos no explican el porque cancelan mis solicitudes. Aún sigo esperando al menos el primer depósito.

Hello jorgeramonhh,

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 if your account is already verified and if yes, since when exactly?
• 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?

Looking forward to your answer.

Regards,

Nick

Hello friend, good morning.

My account was verified 3 months ago or a little more, I don't have the exact date.

I have never used bonuses, it is real money.

I have always been in communication with Casinia's live chat. Asking them to please solve the problem but the response has been the same, delays on the part of the finance department, withdrawal requests cancelled for no apparent reason and a few days ago was the last conversation with one of their agents and they asked me again for my bank account number, full name, name of my bank, email, BIC. Saying that they were going to make the payments to me manually. I am still waiting.

Hola amigo, buenas.

Mi cuenta está verificada hace 3 meses o un poco más, no tengo la fecha exacta.

Nunca he utilizado bonos, es dinero real.

Siempre he estado en comunicación con el chat en vivo de Casinia. Pidiendo que por favor me resuelvan el problema pero la respuesta ha sido la misma, retraso por parte del departamento de finanzas, solicitudes de retiro canceladas sin razón aparente y hace unos días fue la última conversación con uno de sus agentes y me volvieron a pedir número de cuenta bancaria, nombre completo, nombre de mi banco, correo electrónico, BIC. Diciendo que me iban a realizar los pagos de forma manual. Sigo esperando.

Hello jorgeramonhh,

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru before we would try to reach them?

Awaiting your response.

Regards,

Nick

Hi friend, I'll send it immediately. I hope you can help me! Thank you very much

Hola amigo, inmediatamente lo envío. Espero puedan ayudarme! Muchas gracias

Hello friend. Greetings! Still waiting for a response from Casinia. So far I have no news.

Hola amigo. Saludos! Esperando aún respuesta de Casinia. Hasta los momentos no tengo noticias.

Hello jorgeramonhh,

Thank you for the communication provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you jorgeramonhh for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinia Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I hope you can give a positive response and that it will be soon. Greetings and thank you!!

Espero puedan dar una respuesta positiva y que sea pronto.. Saludos y gracias!!

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.

They keep canceling my withdrawal requests, they don't give me a positive response. I just have to wait. I filed a formal complaint in Casinia's support email and so far I haven't had any responses from them. I hope you can help me. Thank you.

Me siguen cancelando las solicitudes de retiro, no me dan respuesta positiva. Solo que debo esperar. Presente la queja formal en el correo de support de Casinia y hasta ahora no he tenido respuestas de ellos. Ojalá puedan ayudarme. Gracias

Hello, I am still waiting for a miraculous email from Casinia saying that they have already paid me my money after waiting almost 5 months.

Hola, Aún sigo esperando que me por milagro me llegue un Correo de Casinia diciendo que ya me pagaron mi dinero de hace casi 5 meses de espera.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjoun Gaming Authority (https://eur05.safelinks.protection.outlook.com/GetUrlReputation) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casinia Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear jorgeramonhh,

We are pleased to inform you that your withdrawal request has been completed.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Casinia Casino Team

Thank you very much for the update Casinia Casino representative.

Dear jorgeramonhh, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear jorgeramonhh,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.