Casinia Casino - Il ritiro del giocatore è ritardato.

Hello, I made a payout on December 4th. According to the terms and conditions, my payment should be processed after 3 working days.

The customer service just consoled them with the same machine-generated answer.

Hallo, ich habe am 4.12 eine Auszahlung veranlasst. Laut AGBs soll nach 3 Werktagen meine Auszahlung bearbeitet werden.

Der Kundendienst vertröstet nur mit der gleichen machinell erstellten Antwort.

Hello Bianca,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Casinia Casino. Please allow me to ask you a few more question before we would move forward.

Are you fully verified in the casino? Did you accumulate your current balance from a bonus or real money? Is this your first ever withdrawal request? Did you contact the casino with this issue? If yes, how did they explain the delay?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi,

I haven't received a verification message, but I've sent the usual documents.

I didn't use a bonus or anything like that.

Yes, my first payout is there.

I contacted customer service several times.

On Thursday, December 9th If it was Friday the payout goes out.

On Friday the 1st statement still lasts

On Friday the 2nd statement I get my money this week (only stays the weekend) I explicitly asked because the financial department is in the terms and conditions. Only works Mon-Fri. Safe on the weekend. Yes. And then

the 3rd statement no on the weekend we do not pay out.

I feel more than fooled by this customer service.

Hi,

Ich habe keine Naricht für eine Verifizierung erhalten habe aber die üblichen Unterlagen von mir aus hingeschickt.

Ich habe keinen Bonus oder ähnliches genutzt.

Ja ist meine erste Auszahlung dort.

Ich habe den Kundenservice mehrfach kontaktiert.

Am Donnerstag 9.12. Hieß es Freitag geht die Auszahlung raus.

Am Freitag die 1. Aussage dauert noch

Am Freitags die 2. Aussage ich bekomme mein Geld noch diese Woche (bleibt nur das Wochenende) ich habe explizit nachgefragt da in den AGBs steht die Finanzabt. Arbeitet nur Mo-Fr. Sicher am Wochenende. Ja. Und dann

die 3. Aussage nein am Wochenende zahlen wir doch nicht aus.

Ich fühle mich von diesem Kundenservice mehr als verarscht.

Dear Bianca,

In case it's your first withdrawal, I would definitely recommend you to wait at least 14 days from the moment of completing the verification process. It always takes longer to receive the first payment in almost every casino. Please keep us updated if any news would occur.

But then the casino is not allowed to write in the terms and conditions for 3 days. And don't tell me, I'll have my money on December 10th. !

Aber dann darf das Casino nicht in die AGBs schreiben 3 Tage. Und mir nicht erzählen ichberhaöte mein Geld am 10.12. !

Dear Bianca,

Is there any update regarding the money? Did you receive them?

Hi, yes last Friday December 17th the money finally came.

thank you

Hi, ja am vergangenen Freitag 17.12 kam endlich das Geld.

Danke

Thank you for letting us know about it. I will be now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you out.

Regards,

Nick