Casinia Casino - プレイヤーの引き出しが遅れています。

Hey I summitted everything for a withdrawal all my identification proof of address and was finally verified but now my withdrawals are being cancelled stating a issue with my bank declining the payments so I contacted my bank and they spoke to the international payments team and they stated no payments have come through at all so I deposited using my Skrill account like the casino advised so I could use that as a means to withdrawal but still nothing no replying to any emails anymore and live chat just says the same thing that it’s with the payments department and they can’t see why my bank is having issues

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you requested a payout of your winnings using Skrill? When was it?
• Since when have you been attempting to withdraw your winnings? Is any withdrawal request currently pending in your player's account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey have emailed you the screen shots I tried withdrawal on my visa as that is how I deposited but they’re saying my bank has blocked them paying me so to deposit using another means so I did it by Skrill and still no luck and all responses say the same thing that my request is in queue then it’s declined with no real reason

Another withdrawal cancelled I have followed all instructions from them and now another withdrawal cancelled

Hey sorry to be annoying my emails to you have all sent back to me saying sender unavailable

Thanks for your reply.

I apologize for the inconvenience.

I received 2 emails from you, neither of which contained any screenshots. If the issue with withdrawals in the casino persists, kindly share relevant screenshots here.

Has the casino offered any alternative payment options?

Looking forward to your reply.

Dear Amyjohnson,

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.

Hey my emails keep saying sender unavailable can you email me please

If you can't send the screenshots to me, try sending them from another email service, or post them here.

Looking forward to your reply.

I’m logged out now and can’t get in the email just says return to sender delivery unavailable

Thanks for your reply.

For us to proceed, we kindly ask you to send us evidence.

These are your options:

1. Create an email with a service such as Yahoo or Gmail, or any popular email service. Send the information from the new email to my email at tomas@casino.guru
2. Upload screenshots directly in the complaint thread, similarly to how you already uploaded the previous screenshot in your response from July 26th
3. Use a cloud service to upload the screenshots and other evidence and share a link to the folder in the complaint thread.

Looking forward to your reply. I apologize for the inconvenience.

Dear Amyjohnson,

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.

Emails all sent

I apologize for the inconvenience.

You managed to send me several emails on25th and 26th of July, and you managed to share screenshots in the complaint thread.

I believe it should be possible for you to share the information with me. Yet I haven't received anything from you since.

If you won't be able to cooperate, we won't be able to assist you. Kindly try again via the options I outlined above. I'll pay special attention to your attempts to share evidence with me.

Looking forward to your reply.

Dear Amyjohnson,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru