Casinia Casino - プレイヤーの撤退が遅れています。

I withdraw 500€ on the 11.01 since then nothing changed. Withdraws before happened in 24 hours. If I write the support hey will say 3 days. I can’t talk to anyone else only the support.

Dear Auszhlunglnge,

Thank you very much for submitting your complaint. I’m sorry to hear that your withdrawal has been delayed for so long, especially when previous withdrawals were processed within 24 hours. I understand how frustrating it must be to receive the same response from support without any real progress.

To better understand your situation, could you please clarify the following?

• Has your account been fully verified, or has the casino requested any additional documents for KYC verification?
• Were these winnings accumulated with or without an active bonus? If a bonus was involved, do you remember the wagering requirements and whether they were fully met?
• Has the casino given you any specific reason for the delay, or are they only stating that it takes three days?
• Have you received any confirmation that your withdrawal is being processed, or is it still marked as pending?

Your cooperation is important for us to investigate this case properly. If you have any relevant emails or screenshots from the casino, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

the Casino has not requested additional documents for KYC verification.

the reason for the delay they say is because they have many withdraws at the moment and everything is taking longer.

Thats the reason they tell me if I write the support. And I don’t have to worry there is nothing wrong with my withdraw and they will work on it but nothing changes.

the win was without bonus.

Thank you very much, Auszhlunglnge, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Auszhlunglnge,

My name is Jana 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

Please be informed that the withdrawal of the customer was paid out on 10.02.2025.

We sincerely apologize for any inconvenience caused by the delay.

Best regards,

Casinia team

Dear Casinia Casino,

thank you for your response.

Dear Auszhlunglnge,

could you please confirm that you have received the funds from Casinia Casino?

Thank you

Dear Auszhlunglnge,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.