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Good morning:

On February 23, I requested a withdrawal of 500 euros from CASINIA so that they could proceed to pay it into my bank account...

I have had to use this method because it has failed, as I was informed by Casinia about another previous withdrawal request on February 16th, in which I asked them to deposit it into my Visa card with which I had made my deposits for my bets.

On February 23, I have attached a copy of my ID and bank certificate of ownership of my account ES42 2100 ... .... 2645.

After 4 days I see that all my pending applications are still under review on their website and nothing has been approved or processed (I am attaching a copy of the 2 screenshots of the status of my 2 pending applications on their website).

So I'm starting to get worried that the deadlines for resolving my withdrawal requests are starting to take longer than usual and without any justified cause from your Financial Department.

I am waiting for your response without further unjustified delays and for confirmation of approval of the withdrawal of 500 euros requested on February 23 and another pending withdrawal of 300 euros requested on February 24 to be deposited into my bank account.

I have contacted by email on the CASINIA accounts... ... ... about this same complaint a few days ago and they haven't responded to my email at all...

I have also tried through the chat and it seems that they give me automated responses without giving me any specific information about my case... It is a bit worrying so much delay and lack of attention. I am also attaching screenshots of the chat...

Buenos días:

Solicité en CASINIA el pasado 23 de febrero un retiro de 500 euros para que procedan a abonármelos en mi cuenta bancaria...

He tenido que utilizar este medio porque ha resultado fallida según me informaron desde Casinia sobre otra solicitud previa de retiro el pasado 16 de febrero y en el que les pedía que me ingresaran en mi tarjeta Visa con la que había hecho mis depósitos para mis apuestas.

Ya el pasado día 23 de febrero les he adjuntado copia de mi DNI y certificado bancario de titularidad de mi cuenta ES42 2100 ... .... 2645.

Transcurridos ya 4 días veo que siguen todas mis solicitudes pendientes bajo revisión en su web y sin haberse aprobado ni procesado nada (adjunto copia de los 2 pantallazos de situación de mis 2 solicitudes pendientes en su web). 

Así que me empieza a preocupar que los plazos de resolución de mis solicitudes de retiro empiezan a demorarse más de lo que es habitual y sin causa justificada por su Departamento Financiero.

Estoy en espera de su respuesta sin más demoras injustificadas y de que me confirmen la aprobación del retiro de 500 euros solicitado 23 de febrero y otro también pendiente de 300 euros solicitado el 24 de febrero que me lo ingresen en mi cuenta bancaria.

Me he puesto en contacto por correo electrónico en las cuentas de CASINIA... kyc@casinia.com... support@casinia.com... sobre esta misma queja días pasados y no me han respondido a mi email absolutamente nada...

También lo he intentado a través del chat y parece que me dan respuestas automatizadas y sin concretarme nada sobre mi caso... Resulta un poco preocupante tanto retraso y falta de atención. Adjuntotambien pantallazos del chat...

Dear CARLCC,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Thank you very much Dominica. I agree to wait a few more days for Casinia to process my 2 withdrawal requests of 500 euros (on February 23) and 300 euros (on February 24).

There should be no problems with me since I have provided the usual information (National Identity Document-DNI and certificate of my ownership of the bank account).

I have already communicated it to you via email. and and also through the customer service chat and by phone to a Casinia sales manager (Marco).

But I would like to be informed within a week that everything has been resolved satisfactorily for me. I am sure that Casinia will handle this matter without objections thanks to your mediation at casinogurues.com.

We remain in touch.

Carlos

Muchas gracias Dominica. Estoy de acuerdo en esperar unos días más a que Casinia atienda mis 2 solicitudes de retirada de 500 euros (el 23 de febrero) y de 300 euros (el 24 de febrero).

No debería haber problemas conmigo pues he facilitado los datos habituales (Documento Nacional Identidsd-DNI y certificado de mi titularidad de la cuenta bancaria).

Ya se lo he comunicado a través de email support@casinia.com y kyc@casinia.com y tambien a traves del chat de atención al cliente y por telefono a un gestor comercial de Casinia (Marco).

Pero me gustaría que pudiera informarse antes de una semana que todo se haya solucionado satisfactoriamente para mi. Estoy seguro de que Casinia atendera este asunto sin objeciones gracias a vuestra mediación desde casinogurues.com.

Seguimos en contacto.

Carlos

I finally received the bank transfer from CASINIA today, March 2, corresponding to my withdrawal request from the 23rd. It took a little longer than usual to process it, but in the end everything turned out well. Thank you very much.

Finalmente he recibido de CASINIA hoy 2 de marzo la transferencia bancaria correspondiente a mi solicitud de retiro del pasado día 23. Se han demorado un poco mas de lo habitual en la tramitación, pero finalmente ha resultado todo bien. Muchas gracias

Dear CARLCC,

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,

Dominika

Casino.Guru