Casinia Casino - プレイヤーの300ユーロの引き出しが遅れています。

Yesterday, I received an email around 08:00 AM informing me that my withdrawal of 300 euros was completed. However, it did not reach my account. Today, I received the same email regarding a later withdrawal of 100 euros, which was immediately credited to my bank account. I contacted support but only received automated responses, and they haven't replied to my emails at all. I am asking for help to resolve this situation, as there is a missing 300 euros that were not won using bonus money or free spins.

Ontem recebi um email por volta das 08h00 onde me informaram que o meu levantamento de 300 euros estava completo. No entanto não chegou à minha conta. Hoje recebi o mesmo email relativamente a um saque posterior no valor de 100 euros que foi imediatamente creditado na minha conta bancária. Contactei o suporte que me respondeu com respostas automáticas e por email nem sequer respondem. Peço ajuda para resolver esta situação uma vez que estão em falta 300 euros que não foram ganhos com dinheiro de bónus nem rodadas grátis.

Dear Ccfhe,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Received.

Recebido.

Dear Ccfhe,

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, 

Tomas

Casino.Guru