Casinia Casino - プレイヤーの撤退が遅れています。

Hello, I am filing this complaint against Casinia for the unjustified blocking of a real balance of €8,650 and delays in withdrawals totaling €1,250, which have been ongoing since January 31, 2026.

The facts in brief:

I deposited and wagered €2,600 out of my own pocket (real money). After losing this amount, I received cashback as per the site's terms.

By playing the cashback, I won €10,000. I fully met the wagering requirement (1x rollover) required for the cashback.

The system validated the balance as REAL and allowed me to enter three withdrawal requests (two for €500 and one for €250).

I submitted all the documents for KYC verification on February 6th: ID, selfie, and debit card photo.

For 11 days the documents section has been blocked with a graphical bug that says 'Verification required' but does not allow you to upload anything.

My VIP Manager (Giorgio) continues to ask for my patience without resolving the situation. It's been 18 days since the first withdrawal request.

I request that my identity be validated immediately and that the casino proceed with the payment of my withdrawals of €1,250 and my balance of €8,650, given that I have not violated any rules and have played from large real deposits.

Salve, presento questo reclamo contro Casinia per il blocco ingiustificato di un saldo reale di 8.650€ e ritardi nei prelievi con un totale di 1.250€ che durano dal 31 gennaio 2026.

I fatti in breve:

Ho depositato e giocato 2.600€ di tasca mia (soldi reali). Dopo aver perso questa cifra, ho ricevuto un Cashback come previsto dal sito.

Giocando il cashback, ho vinto 10.000€. Ho completato interamente il requisito di scommessa (rollover 1x) richiesto per il cashback.

Il sistema ha validato il saldo come REALE e mi ha permesso di inserire tre richieste di prelievo (due da 500€ e una da 250€).

Ho inviato tutti i documenti per la verifica (KYC) il 6 febbraio: carta d'identità, selfie e foto della carta di debito.

Da 11 giorni la sezione documenti è bloccata con un bug grafico che dice 'Verifica necessaria' ma non permette di caricare nulla.

Il mio VIP Manager (Giorgio) continua a chiedermi pazienza senza sbloccare la situazione. Sono passati 18 giorni dalla prima richiesta di prelievo.

Chiedo che la mia identità venga validata immediatamente e che il casinò proceda al pagamento dei miei prelievi da 1.250€ e del mio saldo di 8.650€, dato che non ho violato alcuna regola e ho giocato partendo da depositi reali importanti.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• What is the current status of the verification of the documents you sent to the casino?
• Which type of cashback did you activate and play with? Was it the daily cashback bonus, or a live casino cashback?
• Were you informed of any limits regarding the cashback bonus winnings?
• What types of games did you play while your cashback bonus was active?

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

Best regards,

Veronika

Dear Veronika,

Thank you for taking on my case. I confirm that the situation is exactly as described, with some key aggravating factors I'd like to add for your assessment:

Real wagering volume: I deposited a total of €2,600 in real money (€100, €200, and €300 installments) before I won. I didn't abuse bonuses; I'm a regular player who invested my own capital.

Previous Payments: On January 20th, the casino processed a €70 withdrawal via instant bank transfer, without raising any KYC issues. This proves that my account and payment method had already been validated.

Support Contradictions: I have video recordings of the chats where support (on February 12th) confirmed that the documents were correct, only to later go back on their word, citing 'technical bugs' and delays by the finance department.

Ultimatum: This morning, support (Selene) assured me that my request had become a priority, but even though 19 days have passed since I requested the withdrawal, the balance of €9,900 is still blocked.

I've already prepared all the video material and proof of deposits to provide as soon as you tell me how to send them privately. I look forward to the immediate release of my funds.

Gentile Veronika,

Grazie per aver preso in carico il mio caso. Confermo che la situazione è esattamente quella descritta, con alcune aggravanti fondamentali che vorrei aggiungere per la vostra valutazione:

Volume di gioco reale: Ho depositato complessivamente 2.600€ in denaro reale (tranche da 100€, 200€ e 300€) prima di arrivare alla vincita. Non ho abusato di bonus, sono un giocatore organico che ha investito capitale proprio.

Precedenti pagamenti: Il 20 gennaio scorso il casinò mi ha pagato regolarmente un prelievo di 70€ tramite bonifico istantaneo, senza sollevare alcun problema di KYC. Questo prova che il mio conto e il mio metodo di pagamento erano già stati validati.

Contraddizioni del supporto: Dispongo di registrazioni video delle chat in cui l'assistenza (il 12 febbraio) mi confermava che i documenti erano corretti, salvo poi rimangiarsi la parola parlando di 'bug tecnici' e ritardi del dipartimento finanziario.

Ultimatum: Stamattina il supporto (Selene) mi ha assicurato che la mia pratica è diventata 'prioritaria', ma nonostante siano passati 19 giorni dalla richiesta di prelievo, il saldo di 9.900€ è ancora bloccato.

Ho già preparato tutto il materiale video e le prove dei depositi da fornirvi non appena mi indicherete come inviarli privatamente. Resto in attesa dello sblocco immediato dei miei fondi.

Magically the account was verified and the first €500 was credited to my account

Magicamente il conto è stato verificato e i primi 500€ accreditati sul mio conto

Hello Nenno87,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nenno87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika