Casinia Casino - プレイヤーの撤退が遅れています。

My account is verified, I had birthday free spins, in the free spins I won €20 and had to wager it, which I did, I couldn't cash out, I carried on playing and won €110, then made another deposit and carried on playing and then decided to cash out €120.

In the chat I am only put off with they are in the final phase of processing what they have been writing for a week. Ask every day for support by email no answer

Mein Konto ist verifiziert hatte Geburtstag freispiele in den freispielen habe ich 20€ gewonnen und musste den umsetzen was ich getan habe konnte nicht auszahlen habe weitergespielt und 110 € gewonnen habe dann noch eine Einzahlung getätigt und weiter gespielt dann mich entschlossen Auszuzahlen 120€ .

Im chat werde ich nur vertröstet mit sie sind in der Endphase der Bearbeitung was sie seit einer Woche schreiben Frage jeden Tag nach vom Support per Mail keine Antwort

Dear dragoonroewer,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you’ve had with your withdrawal request.

To better understand the situation and assist you, could you please provide more details on the following:

1. What is the current status of your withdrawal request? Has the casino provided any specific reason for the delay or failed to communicate properly with you?
2. You mentioned that after winning €20 from the free spins, you wagered it and then won €110. Could you clarify if the casino placed any restrictions on your winnings from the free spins?
3. Could you confirm if you received any communication from the casino during the past week, or has the "final phase of processing" been the only update?
4. Have you tried any other methods of contacting them, such as social media or phone support, aside from email and chat?

Your cooperation is vital for us to investigate this matter and move forward with resolving it. The more details you can provide, the better equipped we will be to take action on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

They did not give any specific reason for the delay.

The maximum payout amount is 5 times the bonus money, at €20 that is €120. I still haven't received any feedback from support, only in the chat I am told that the winnings are safe and are in the final stages of processing. No, I have only tried by email and chat

Sie haben kein speziellen Grund für die Verzögerung genannt.

Die maximale Auszahlungsbetrag ist das 5 fache vom bonus Geld bei 20€ sind das 120€.ich habe vom Support immer noch keine Rückmeldung nur im Chat wird mir gesagt der Gewinn ist mir sicher und ist in der Endphase der Bearbeitung.nein ich habe es nur per Mail und chat versucht

Hi dragoonroewer,

Thank you for the update. To help us move forward, could you please confirm when exactly you requested the withdrawal?

Looking forward to your response.

15.02.2025 um 9:58

15.02.2025 um 9:58

Have I requested the payout

Habe ich die Auszahlung beantragt

Now the payout has been cancelled by the casino 😢

I applied for a new one today, 10.03.2025 at 2 pm

Nun wurde die Auszahlung storniert vom Casino aus 😢

Habe heute den 10.03.2025 um 14 Uhr eine neue beantragt

Dear dragoonroewer,

Thank you for the update. I’m sorry to hear that your withdrawal was canceled.

Could you please confirm if you have redeemed any free bonuses from this casino in the past? Some casinos have rules that restrict consecutive free bonuses, and if such a rule applies, it could be the reason why your withdrawals are repeatedly getting canceled.

Let me know so we can better understand the situation and assist you accordingly.

No, I have not used any bonus from this casino before

Nein habe noch kein bonus von diesem Casino davor genutzt

Waiting now for another 9 days 🤔 for my next attempt to pay out

Warte nun auch schon wieder 9 Tage 🤔 auf meine erneuten Versuch auszuzahlen

Thank you very much, dragoonroewer, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@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.

Ok thanks hope you can help me

Ok danke hoffe ihr könnt mir helfen

Dear dragoonroewer,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed, cancelled and delayed again. 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

What does that mean for me 😞

Was heißt das für mich 😞

That I don't get the winnings

Das ich den Gewinn nicht bekomme

I managed to get the payout and I had to debit it directly via the fun id app. Everything else didn't work. I hope this helps others with similar problems.

Habe es geschafft die Auszahlung zu bekommen und zwar musste ich es über die fun id App direkt abbuchen alles andere hat nicht geklappt hoffe das es anderen mit ähnlichen Problemen hilft

Dear dragoonroewer,

Thank you for your patience,

Kindly be advised that we process the 120 EUR withdrawal into your bank account and the money will be into bank account in short period of time.

Thank you for understanding and have a great day.

Best Regards,

Casinia Team

Those are some good news! Thank you Casinia Casino for the info!

Dear dragoonroewer

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear dragoonroewer,

have you please received the money?

Anyone who has the problem with the casino that it takes forever to pay out and the support doesn't help should use the funid app and pay out directly via the app, otherwise I wouldn't have my money today.

And yes now I finally got my winnings into my account

Alles die das Problem bei den Casino haben das sie ewig brauchen um Auszahlung und der Support nicht hilft verwendet die App funid und zahlt direkt über die App aus sonst hätte ich heute noch nicht mein Geld .

Und ja jetzt da durch endlich mein Gewinn auf mein Konto bekommen

Dear dragoonroewer,

Thank you for the advice for other players! I am truly sorry for you negative experience with the casino..But I have to say, that I'm glad 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.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru