Casinia Casino - 플레이어의 출금이 지연되었습니다.

I won €8,000 at the casino in question. I then immediately cashed out three €500 bonuses (March 18, 19, and 20).

Unfortunately, since then, I've only been given standard live chat responses. They don't respond to emails at all. Actually, if the payouts had been made on time, I could have withdrawn much more money. Unfortunately, I lost the rest. The casino certainly won't accept any of this, but I'd still like to have the outstanding €1,500.

Habe in besagtem Casino 8000 euro gewonnen. Habe dann direkt 3x500 euro in Auszahlung gegeben (18./19./20. März).

Leider werde ich seitdem nur mit den Standardantworten im livechat hingehalten. Auf emails wird gar nicht reagiert. Eigentlich, wären die Auszahlungen pünktlich gewesen, hätte ich viel mehr Geld auszahlen lassen können. So habe ich den Rest leider verspielt. Das casino wird sich davon mit Sicherheit nichts annehmen jedoch hätte ich dann gerne noch die Ausstehenden 1500 euro

Dear frizzard87,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear frizzard87,

Can you please advise if you have ever processed a withdrawal from the casino in the past?

Have you used any bonus to accumulate your balance?

If you have any communication with the casino related to the case, please forward it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

No. This was my first withdrawal. I won without a bonus!

Nein. Dies war meine erste Auszahlung. Ich habe den Gewinn ohne Bonus erzielt !

I would like to get in touch with the casino, perhaps the delay can be plausibly explained or the payout can be accelerated

Gerne würde ich mit dem Casino in Kontakt treten, vielleicht kann die Verzögerung ja plausibel begründet werden oder eben die Auszahlung beschleunigt

Thank you frizzard87 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear frizzard87,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinia Casino representative to join this conversation.

Dear Casinia Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear all

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action to process the pending withdrawals as soon as possible.

Best Regards

Casinia Team

Yes, that's the same thing I've been hearing for about three weeks now. Just excuses. But nothing's happening. A delay of a few days would be excusable. But I find absolute standstill for three weeks unacceptable in this day and age. Please make sure the money arrives in my account promptly. Thank you very much.

Ja das ist das gleiche was ich mir jetzt seit ca 3 wochen anhören muss. Immer nur Vertröstungen. Aber passieren tut da nicht. Eine Verzögerung von einigen wenigen Tagen wäre ja zu entschuldigen. Aber absoluter stillstand seit 3 wochen finde ich nicht akzeptabel im heutigen Zeitalter. Sorgen sie dafür das das geld zeitnah auf meinem Konto eingeht. Vielen dank

Dear Casinia Casino,

Would you be able to provide a specific timeframe, in which the player can expect to receive the withdrawal?

Dear all

Thank you for your patience.

Kindly be informed that customer had canceled and played down all of his withdrawals also he has no active balance and no other active withdrawals to processed by us.

Best Regards

Casinia Team

This is what you've been waiting for!!! Finally. After 4 weeks of waiting. The last casino!!!!!!

Darauf habt Ihr gewartet!!! Endlich. Nach 4 wochen warten. Das letzte casino!!!!!!

Thanks for nothing, dear Casinia Casino. They state a processing time of 3 days, but in reality, after 3 weeks, nothing has been paid. Absolutely dubious and useless.

Danke für nichts liebes casinia casino. 3 tage angeben als bearbeitungszeit, in realität nach 3 wochen nichts bezahlt. Absolut unseriös und unbrauchbar

Furthermore, I still have about €500 in bonus money, which, strangely enough, is no longer available to me. According to the chat agent, I've been excluded from all bonuses, which is obviously great when you earn loyalty points... well, it fits the overall impression of the casino.

Thank you, dear Casino Guru team, for your help. I hope that Casinia Casino will perhaps at least partially comply with its terms and conditions in the future and that other players won't suffer a similar fate to mine. Even the biggest win is useless if obstacles are placed in your way on the way to a payout.

Desweiteren habe ich noch ca 500‘euro in bonusgeld, welches komischerweise nicht mehr verfügbar ist für mich. Laut aussage des chat Mitarbeiters wurde ich von sämtlichen boni ausgeschlossen, was natürlich super ist, wenn man sich treuepunkte erspielt… naja passt zum gesamteindruck des casinos.

danke liebes casino guru team für eure hilfe. Ich hoffe das das casinia casino vllt in Zukunft ihren agbs nur im ansatz entsprechen wird und nicht anderen spielern ein ähnliches Schicksal widerfährt wie mir. Da bringt einem der größte gewinn nichts, wenn einem auf dem weg zur Auszahlung nur steine in den weg gelegt werden.

Thank you, for your reply.

Unfortunately, as you have played down your balance, I’m forced to mark this complaint as rejected.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru