Casinia Casino - プレイヤーの撤退が遅れています。

Good evening.

I made a withdrawal of €200 from this casino on 15.11.2024, which is now exactly 14 days ago, and the amount still hasn't been credited to my account.

The amount was won with a regular deposit without any bonus access. My last interaction with the casino was exactly at 01:02 AM on 29.11.2024, where they told me there was no irregularity with the withdrawal and they don't understand why it hasn’t been paid yet. My account is fully verified, and I have even made withdrawals previously.

This situation is becoming unacceptable. Could you please help and intervene with the casino so that they pay me what I'm owed?

Thank you.

Boa noite.

Fiz neste casino um levantamento de 200€ no passado dia 15.11.2024, ou seja faz agora exatamente 14 dias e até agora ainda nao me foi creditado o valor na conta.

O valor foi ganho combum deposito normal sem acesso a bonus. A ultima interação que tive com o casino foi exatamente agora as 01.02 da manha de dia 29.11.2024 que me dizem que nao existe nenhuma irregularidade com o levantamento e nao percebem porque ainda nao pagaram. Tenho a conta totalmente validada e, inclusivamente ja efetuei levantamentos anteriormente.

Isto ja esta a passar das marcas. Podem ajudar por favor e interceder junto do casino para me poderem pagar o que devem?

Obrigado

Dear Knotz12345, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please forward me the screenshot of your withdrawal history and all the communication between you and the casino customer support regarding the delay in your payment at veronika.f@casino.guru. Alternatively, you may post screenshots directly here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Good morning,

This casino doesn't have a way to remove the withdrawal history. It only has a way of removing payment history. In other words, we can only remove the history of deposits and withdrawals. If you remove this history, there will be pages and pages of screen shots. As for the history of conversations with the casino, I don't keep this history, but I happened to have the chat from today at 01.00 and I can send it to you. Thank you. I'll email you everything I have.

Thank you

Bom dia,

Este casino nao tem forma de retirar o historico de levantamentos. Somente tem forma de retirar o historico de pagamentos. Ou seja somente conseguimos retirar historico de depositos e levantamentos. Se retirar esse historico serão paginas e paginas de screen shots. Em relação ao historico de conversas com o casino não guardo esse historico mas por acaso o chat de hoje às 01.00 guardei e posso enviar. Obrigado. Enviarei por email tudo o que tenho.

Obrigado

Good morning again.

I have already sent you the requested email.

Thank you

Bom dia novamente.

Ja enviei por email o solicitado.

Obrigado

Good afternoon,

The amount has just gone into the bank account.

Thank you for your help

Boa tarde,

Acabou de entrar o valor na conta bancária.

Obrigado pela ajuda

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, 

Veronika

Casino.Guru